摘要
文章运用较成熟的客户满意度测评理论,以安徽中烟客户满意度调查报告为基础,阐述了安徽中烟对客户的满意度情况进行研究的积极作用,进一步介绍了测评过程中所运用的方法,并对测评安徽中烟客户的满意程度进行分析。从而提出了相应的品牌培育、市场服务,客户服务及营销支持的改善策略,期望以此提高客户对安徽中烟的满意程度。
Based on the Customer Satisfaction Survey Report of China Tobacco Anhui Industrial. Co.,Ltd, this paper expounds the positive role of the study of customer satisfaction of China Tobacco Anhui Industrial. Co.,Ltd, further introduces the methods used in the evaluation process, and analyses the customer satisfaction degree of China Tobacco Anhui Industrial.Co.,Ltd. In order to improve customer satisfaction with China Tobacco Anhui Industrial. Co.,Ltd. the corresponding improve‐ment strategies of brand cultivation,market's service, customer service and marketing support are put forward.
引文
[1]何泽华.卷烟服务营销与客户关系管理[M].合肥:中国科学技术大学出版社,2003:8.
[2]于兹志.赢得客户的心[M].北京:中国经济出版社,2003:1.
[3]邓红飞.基于烟草专卖制度的客户满意度研究[D].湖南:中南大学,2009.
[4]皇泽鹏.张家界卷烟零售户满意度测评及其提升策略研究[D].中南大学,2010.
[5]邵辉,邢志祥,王凯全等.安全行为管理[M].北京:化学工业出版社,2008:222-225.