Since the 20th century, since the late eighties, the customer satisfaction strategy is increasingly becoming business has more customers share the overall business competitive advantage means.
First, customer satisfaction strategy is to get a modern enterprise customers, "money votes" magic weapon
With the changing times, the great abundance of material wealth of society, customers in the main --- consumer demand across the material has a lack of time, the number of times the pursuit, the pursuit of quality time to the eighties of the 20th century entered the era of the end consumer sentiment. In China, with rapid economic development, we have rapidly beyond the physical absence of the times, the pursuit of the number of times and even the pursuit of quality and age of emotions today gradually into the consumer era. Spending time in the emotion, the company's similar products have already reached the same time, homogeneous, with the energy, the same price, consumers are no longer pursue the quality, functionality and price, but the comfort, convenience, safety, comfort, speed, jump action, environmental protection, clean, happy, fun, etc., consumers are increasingly concerned about the product whether for their own life energy, enrich, comfort, beauty and spiritual quality, and exceed consumer expectations in the pre-sale, sale, after-sales service and advice. In other words, people today are looking for is a "psychological satisfaction

自20世紀八十年代末以來,顧客滿意戰(zhàn)略已日益成為各國企業(yè)占有更多的顧客份額,獲得競爭優(yōu)勢的整體經(jīng)營手段。
一、顧客滿意策略是現(xiàn)代企業(yè)獲得顧客“貨幣選票”的法寶
隨著時代的變遷,社會物質(zhì)財富的極大充裕,顧客中的主體———消費者的需求也先后跨越了物質(zhì)缺乏的時代、追求數(shù)量的時代、追求品質(zhì)的時代,到了20世紀八十年代末進入了情感消費時代。在我國,隨著經(jīng)濟的高速發(fā)展,我們也已迅速跨越了物質(zhì)缺乏時代、追求數(shù)量的時代乃至追求品質(zhì)的時代,到今天也逐步邁進情感消費時代。在情感消費時代,各企業(yè)的同類產(chǎn)品早已達到同時、同質(zhì)、同能、同價,消費者追求的已不再是質(zhì)量、功能和價格,而是舒適、便利、安全、安心、速度、躍動、環(huán)保、清潔、愉快、有趣等,消費者日益關(guān)注的是產(chǎn)品能否為自己的生活帶來活力、充實、舒適、美感和精神文化品位,以及超越消費者期望值的售前、售中、售后服務(wù)和咨詢。也就是說,今天人們所追求的是具有“心的滿足感和充實感”的商品,是高附加值的商品和服務(wù),追求價值觀和意識多元化、個性化和無形的滿足感的時代已經(jīng)來臨。