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现如今,如何提高顾客的满意度和忠诚度已经成为了研究领域中重要课题,也体现了企业开始逐渐从以产品为中心转变成以客户为中心的管理理念。本文通过对顾客满意度与忠诚度的概念界定与分析,发现顾客满意度是顾客忠诚度的主要评价指标之一,在一定程度上决定了顾客的忠诚度,然后对目前企业在顾客满意度与忠诚度管理方面存在的问题进行了系统地阐述,并且有针对性地提出了建议,促进我国企业能够有效地应用理论基础解决实际的问题,使企业的顾客满意度与忠诚度有所提升。
Nowadays, how to improve customer satisfaction and loyalty has become an important issue in the field of research, but also reflects the company began to gradually shift from product-centric into a customer-centric management philosophy. Through the definition and analysis of the concept of customer satisfaction and loyalty, we find that customer satisfaction is one of the main evaluation indicators of customer loyalty, to a certain extent, determines the customer loyalty, and then the current business satisfaction in the customer and Loyalty management issues systematically elaborated, and made recommendations in a targeted manner to promote China’s enterprises to effectively apply the theoretical basis to solve practical problems, so that business customer satisfaction and loyalty has improved.