A Study On B Beauty Company’s Customere Service Satisfaction

From 2019 to 2022,consumers’ lifestyles were changed by the new crown epidemic,it prompted consumers to pay more attention to the concept of health,which were benefit to the life beauty and medical beauty industries.At the same time,with the promotion of "face value economy",consumers have strong demand for beauty,prompting the beauty industry to pay more attention to user service satisfaction in order to achieve customer experience-driven performance improvement.I take B beauty company as the research object,customer service satisfaction as the research topic,using the service satisfaction index model,customer perceived value,customer expectations,service quality related theories,through management,store executives and customer interviews,to understand and research The cognitive attitude and level of the parties involved in the theme,combined with the analysis of the external environment and industry development,found that the current customer service satisfaction is the main four problems,customers do not care about brand activities,customer complaints and complaints,card withdrawal,customer silence.The reasons for the lack of service satisfaction of company B are analyzed from the perspective of weak brand impression of customers,differences in personal needs of customers,poor performance of service costs,and differences in customer perception.Using the CCSI model as the theoretical basis,through factor analysis and regression analysis,systematically research and discuss the influence of various factors related to service satisfaction,and propose an optimization plan for company B’s customer service satisfaction management.The customer service satisfaction optimization strategy formulated according to the four elements of the CCSI model mainly optimizes the existing customer service satisfaction from four aspects: brand image,customer expected service quality,customer perceived service price,and customer perceived service quality.The optimization of the brand image is mainly to strengthen the brand influence of the enterprise,including sorting out the brand concept map,increasing the brand marketing activities,and strengthening the brand communication ability.The optimization of customer expectation service quality is mainly to strengthen customer expectation management,including customer identification and segmentation management,strengthening the service awareness of store personnel and creating a customer cocreation product development model.Customer-perceived service price optimization mainly includes service price optimization and service quality optimization,including service price optimization,creating excellent customer experience,and establishing industry benchmarks for high-quality services.The optimization of customer perception service quality is mainly to improve the optimization of customer information management,including increasing customer information collection,applying customer satisfaction analysis tools,and establishing a sound information communication mechanism.The solutions and implementation measures proposed in this study aim to solve the current customer service satisfaction problem of Company B and strengthen the core of Company B’s service.At the same time,the research ideas and research models provided by this study have certain reference value for the problems of customer service satisfaction in the life service industry.