COSCO Logistics Customer Satisfaction Management System

China Ocean Logistics Co.,Ltd.is a China Ocean Shipping(Group) and COSCO Pacific Limited(Hang Seng Index constituent stocks,HK1199) to form a joint venture of the size and strength among the market leading logistics company,is China's largest Sino-foreign joint third-party logistics enterprises.COSCO Logistics for the majority of shippers and shipowners at home and abroad to provide modern logistics, international shipping agent,international multimodal transport,public transport agents,air cargo agents,container station management,warehousing,consolidation services;rail,road and barge transportation,project development brokerage and management,as well as charter services.With economic globalization and China's opening to the outside world,the logistics industry is becoming more competitive, how fierce competition in the market in an invincible position,to achieve the company's strategic objectives,the company's management,after thorough consideration,decided to establish customer satisfaction COSCO Logistics management system(hereinafter referred to as "TCSS"),a comprehensive understanding and enhance their ability to meet customer needs,continuously improve customer satisfaction and loyalty.Senior managers are aware of the following simple fact:the development of a new customer is much higher than the cost to retain an old customer,and a loyal old customers will be affected and bring more new customers.How to improve customer satisfaction and reduce customer churn rate of enterprise managers to become an imminent challenge.How as soon as possible,the precise identification of customer satisfaction information in order to improve customer loyalty and reduce the risk of customer chum is one of the first issues to be addressed.Only to obtain an accurate perception of customer satisfaction information,managers can be as early as possible in decision-making,targeted to improve the products and services to targeted customer retention and reduce customer churn.Based on the above considerations in the design and TCSS applications,all in order to "effectively meet customer needs" as the starting point and end result I.In this paper,the management model from TCSS and TCSS Management System TCSS two aspects were studied,the main research results are as follows:1,in the management model,the application of psychology and consumer behavior research,the establishment of a "customer satisfaction evaluation model UCSI";2,in the management system,combined with the management of COSCO Logistics practice,design and application for TCSS COSCO logistics management system for the management of COSCO's customer satisfaction and continuous improvement of services provided by the operational management tools and management platform. TCSS in COSCO Logistics has been running for 6 years,facts have proven that through the application of TCSS,improved access to information on the efficiency of customer satisfaction,scientific and statistical analysis of the impact of customer satisfaction information,so that COSCO Logistics grasp and meet the needs of the customers based on,the aim is to enhance customer satisfaction.We believe that, TCSS for other industries and businesses has become a good reference for the meaning and application value.