A Study On Momentive East China Customer Satisfaction Promotion Strategy

In recent years,competition in chemical industry is becoming increasingly fierce.The report of the 18 th National Congress of the Communist Party of China clearly pointed out that China's industry should take a new industrialization road with more high-tech,good economic benefits share,low resource consumption,less environmental pollution and full apply the advantages of human resource.Momentive group is an organic silicon manufacturer with 80 years' history.It mainly provides the products of organic silicon and product solutions,belong to the fine chemical industry.Due to the serious homogenization problem in Momentive group and several competitors,especially to the marketing of East China in some years,the market demand is becoming saturated,and the product advantages of company are not prominent which leads the freely select products in wide range and higher quality sand and faster response speed by customer,this force Momentive group to full understand what problems that customers are increasingly concerned about urgently,to improve the customer satisfaction finally.This edition is against to improve the customer satisfaction of Momentive group based on the related theory and method.Firstly,it uses the customer satisfaction index model to create,collect and analyze the index data of customer satisfaction,and finds the key problems affecting customer satisfaction through data analysis.Secondly,it uses the method of questionnaire to sampling survey,analytic process to objectively get the impact factors of customer satisfaction.Through the employee incentive mechanism,company encourages employees to interact with customers,improve the service quality and efficiency,shorten processing cycle by optimizing customer complaint process,shorten delivery cycle by logistics commitment,push all employees to participate in customer activities.Furthermore,improve the customer satisfaction through solve the critical requirements such as the long customer complaint processing cycle,the long product delivery cycle,the frequent quality fluctuation and the weak customer service consciousness.The research conclusion of this edition shows that through improving the impact factors of customer satisfaction,we can improve customer satisfaction in East China of Momentive group under certain conditions,and also supplement the insufficient research on customer satisfaction in silicone industry of chemical line.The consideration is given to both the promotion strategy of customer satisfaction and account the sustainable development to group,shorten the processing period of customer complaint,shorten the product delivery cycle time,reduce the quality fluctuation,finally improve the customer service,so as to better meets the customer requirements and extend to the all markets by the long term.Finally,it is also leads to full achieve the customer satisfaction in continuous improvement system.