顾客满意(Customer Satisfac-tion,简称CS),已为越来越多的企业所重视。“顾客就是上帝”、“倾听顾客的呼声”、“把顾客放在首位”、“以消费者为中心”等所有这些口号也已在商界长期流行。但惟一的问题是只有少数企业真正做到这一点,因为大多数企业经常陷入“顾客满意”的误区。 Customer satisfaction (Customer Satisfaction, referred to as CS), has been valued by more and more enterprises. All of these slogans, “Customer is God,” “Listening to customers,” “putting customers first,” “consumer-centric,” have also been long-held in business. But the only problem is that only a few businesses really do, because most businesses often fall into the trap of “customer satisfaction.”