Research On Customer Satisfaction Promotion Strategies Of Polyolefin Products In CSPC

In today’s increasingly competitive business world, competition focus is the customer competition, win and keep customer is the mission of enterprise survival and development. Enterprises should continue to win new customers, new markets, increase market share, but also maintain existing customers and stable market share. Enterprises need to prevent customer’s loss, block "leaky bucket", the key is to improve and achieve high customer satisfaction degree, to form a good reputation and cultivate customer loyalty.In this paper, the author literature review scholars of customer satisfaction research on customer satisfaction definition, customer satisfaction measurement and related factors affecting customer satisfaction. And outlines the CSPC’s customer satisfaction survey and the existing problems, such as: dissatisfied with product does not match market demand, the behind pricing mechanism. In this paper, the author takes case study method, as CSPC Company a typical case to show the problem and how to solve the problem to expand the research. In this paper, the author aims to enhance customers’ satisfaction strategies in the CSPC polyolefin product analysis and exploration. From the current research status, define the customer satisfaction and customer satisfaction, and then build customer satisfaction model based on literature review, and to determine the factors affecting customer satisfaction, which includes customer perceived quality, perceived value, customer complain. And propose strategies to enhance customer satisfaction based on the foundation factors.Results of this study are doing customer satisfaction surveys as the form of a questionnaire survey for CSPC’s existing customers, and statistics and analyze the survey results, and draw strategies to enhance customer satisfaction. O ne is for dissatisfaction customer, need to deal with dissatisfied customers correctly, adhere to the customer-oriented philosophy, establish customer feedback information platform; the other is for satisfied customer, need to maintain good communication and strengthening the emotional role, to enhance the core product value.