用服务留住你的顾客.doc

湖北省高等教育自学考试毕业论文 ? ? ? ? 用服务留住你的顾客 —论深圳六星企业的服务营销 ? ? ? 主考学校：武汉大学 专 业：行政管理 指导老师：刘 昌 平 考生姓名：丁 雪 工作单位：深圳市六星集团有限公司 ? ? 二○一三年三月 ? ? 摘要 如今许多公司通过各种营销活动不断争取新顾客,然而,它们在保持老顾客方面却做得很少,以至于获得新顾客的同时,又失去老顾客。必须  Abstract Nowadays, economic globalization and the information age, the economy and the rapid development of science and technology increase the market competition, enterprises are in a study of how to improve the market competitiveness. Now many companies through various marketing activities, and constantly strive for new customers, however, they maintain old customer is very little, and get new customers at the same time, and lost customers. Accordingly, must change the idea that gives priority to with me, changed to the customer as the center, the customer is God concept, with high quality, efficient, timely service for customers, retain customers. In this paper, how to use the service to retain customers this problem research, through reference to some literature, information, research, at the same time, from the market for extracting a portion of customer survey, invite some willing to participate in informal discussion about enterprise customer service marketing forum, for customers to speak ones mind freely, to express their views talk about what they want, how the service, according to the needs and expectations of customers, design products and services. Finally, combined with the market investigation results and customer in the forum state analysis, puts forward some ideas of service to retain customers, the purpose is to let the company, enterprises focus on marketing services, enhance the competitiveness of enterprises, make enterprises remain invincible. Key Words:  目录 一、服务营销概述 4 （一）服务营销的定义 4 （二）服务营销与传统营销的对比分析 5 二、目前深圳六星企业服务营销中存在的问题分析 6 （一）企业服务营销理念不明确 6 （二）提供的服务与大多企业提供的相似 6 （三）服务文化品牌意识不强 6 （四）服务人员素质较低 7 三、如何用服务留住顾客，提高企业的效益 7 （一）让市场链、营销树上的每位人员重视服务 7 （二）建立完善的服务制度和监督考核机制 7 （三）提高员工素质，打造高素质服务的营销队伍 8 （四