| With the takeoff of the economy,enterprises are facing more and higher management requirements for their development,and product competition is becoming more intense.How to maintain a competitive advantage will be discussed in this thesis,with customer satisfaction as the main direction of discussion.A Laundry Company is one of the leading enterprises in the national washing and care industry,and has developed into a modern enterprise with a business scope ranging from clothing and linen washing to the production and sales of household cleaning,washing and care products.At present,the management concept of A Laundry Company is relatively backward,customer management is not in place,and sales capabilities need to be improved,all of which directly affect the further development of A Laundry Company.There is an urgent need to reform its own management in a more advanced way.Exploring how A Laundry Company needs to make changes to its own services in the current development process in order to truly fundamentally improve customer satisfaction.This thesis conducts a Case study on A laundry company,explores its own market position,and analyzes its customer service management SWOT,and then finds that the combination strategy of advantages and opportunities(SO)is more suitable for A laundry company’s future customer management.Then,a customer satisfaction evaluation index system for A Laundry Company was constructed,and a survey questionnaire was distributed,collected,and analyzed for effectiveness.Through multiple regression analysis after data processing,it was found that there are currently problems in A Laundry Company’s customer satisfaction,such as insufficient attention to corporate image construction,low efficiency in handling customer complaints,insufficient product cost-effectiveness,and insufficient differentiated service strategies.Finally,based on the previous analysis,a customer satisfaction improvement strategy for A Laundry Company is designed from four aspects: actively improving the corporate image and brand awareness,highlighting customer quality perception,enhancing customer value perception,and strengthening customer relationship management. |
