外文翻譯-- 連鎖超市顧客滿意策略

1、1附 錄AppendixCustomer Satisfaction Strategy in Chain SupermarketsCustomer satisfaction strategy’s main idea is: the guideline is that the whole operational activities of supermarkets are for customer satisfaction, in cust

2、omers’ view to analyze consumption demand. By satisfying customers’ need to realize supermarkets’ operational aim.The fundamental purpose of supermarkets’ customer satisfaction is to cultivate customers’ trust on superma

3、rkets, to enhance customers’ satisfaction for the whole supermarkets’ operational activities. In order to do this, we must know the new marketing strategy’s content, and carry it out seriously. Its implementary points ca

4、n be summarized as the following main aspects: (1) Shaping “ customer first“ business philosophy. The operational philosophy of “customer first“ is the most fundamental motivation for serving customers, meanwhile, it als

5、o conducts making decisions, connecting all the departments of supermarkets to strive for the customer satisfaction. This operational philosophy is not only emphasized in senior management, more important is to embed it

6、into everyone’s heart, and help personnel understand the importance of this philosophy. From its basic meaning, the operational philosophy of “customer first“ has three gradations: customer is the highest, the custom

7、er is always right, everything for the customer.Customer is the highest. Customers are the external public who has direct relation with the supermarket’s future and destiny. To some extent, the market is the customer, lo

8、st public is the same as losing the market. The fate of one supermarket without market can not be well imagined. Therefore, the essence of the market-oriented is the customer-oriented, in the specific concept, customer i

9、s the highest. This idea requires that 3(3) Try to retain customers. If supermarkets pay attention to customers’ long-term return, they must well prepare for the initial reception of customers’ service work, improve the

10、ratio of repeat buyers. A foreign study shows: A satisfactory customer can incur eight potential deals, at least one of them may be traded; an unsatisfactory customer can affect twenty-five persons’ purchasing will. So,

11、retaining customers is more effective than attracting customers. The key of retaining customers lies in customers’ satisfaction. If one customer really satisfies, he or she would say to others about the nice products of

12、supermarkets, pay little attention to the advertisements of those competitive brands, and not sensitive to price; besides, they will provide some good ideas about goods and service, due to the trading practices, this met

13、hod can save trading cost. Hence, the strategy of customer satisfaction requires retaining customers by all means; expand customer team by customers’ spread.(4) Listen to more voices of customers. The implementation of c

14、ustomer satisfaction must establish a set of customer satisfaction analytical processing system., examine customers’ satisfaction for supermarkets’ goods and service with scientific means, the information is fed back to

15、supermarket management in time, supermarkets can improve work incessantly, thereby, meet customers’ demand timely and truly. At present, many international chain supermarket companies are trying to shorten the distance b

16、etween customers with the advanced communication systems. If modern chain supermarkets just want to sell goods out, or make“ one-shot deal“, these kinds of supermarkets are impossible to succeed in this furious competiti

17、ve market. Selling these goods out is only the beginning of this deal; the real long-term deal is customers’ after-service response. When some supermarkets sell products, they declare “We will provide the best after-serv

18、ice, solve all your worries“, but customers’ opinions, complaints and worries after buying, they think it is customers’ business not theirs. However, they don't know such method sharply dampens customers’ further con

19、sumption enthusiasm, it also impairs supermarkets’ image. Excellent supermarkets notice listening to customers’ voices, regard customers’ complaints as opportunities, which is not only in favor of establishing long-term