关键字：邯郸移动；客户满意度；CS；忠诚度；提升策略Abstract
Along with the telecommunication market competition superheating, three major
telecommunications operators have ushered in the era of service economy. China
Mobile as a communications industry leader, has been the pursuit of customer
satisfaction as the purpose of service. This paper from the customer satisfaction
strategy (CS) perspective, through the analysis of the formation and development of
the satisfaction theory, analysis of Hebei mobile customer satisfaction management
present situation and focus on Handan mobile satisfaction management present
situation analysis, the basis to establish the analysis of Handan mobile customer
satisfaction index system and a large number of survey data, the results of customer
satisfaction situation analysis study on Determination of short board,, business
process of Handan mobile, find out the space to be improved, so as to put forward
corresponding strategies to enhance customer satisfaction. To effectively improve the
Handan mobile, even Hebei mobile customer satisfaction and provide reference to
build a world-class communications enterprise core competitive advantage. We
through the study of customer satisfaction, and better meet the needs of customers,
and retain customers, so that the company's investment utility maximization, thus
increasing the market competitiveness, promoting enterprise sustainable development.
Keywords: Handan mobile; Customer satisfaction; Customer loyalty; CS; Promotion
strategy
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