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企业的竞争是由软实力和硬实力构成的综合实力的竞争。硬实力方面的不足尚可以通过投资进行弥补,软实力方面的不足则主要依靠文化建设。为此,广东销售公司从2011年开始,研究建立起以“让员工满意”、“让客户满意”为主要内容的“双满意”服务文化体系,并积极投诸实践,取得了较好的效果。“双满意”服务文化建设的直接目的是提高员工和客户的满意度;间接目的是发挥员工、客户两方面的积极性,双轮驱动,提高企业竞争力。从案例中我们看到,不论是让
The competition of enterprises is the competition of comprehensive strength composed of soft power and hard power. The lack of hard power can still make up for by investment, and the weakness of soft power mainly relies on cultural construction. To this end, Guangdong sales company from 2011 onwards, to establish a “double satisfaction” service culture system with “employee satisfaction”, “customer satisfaction” as the main content, and actively put into practice, Achieved good results. “Dual Satisfaction ” The direct purpose of service culture construction is to improve the satisfaction of employees and customers; the indirect purpose is to exert the enthusiasm of both employees and customers, and drive the two companies to enhance their competitiveness. We see from the case, either let