CONTENT
4.2 Enterpri rai customer loyalty strategy 13
教师节国旗下讲话
摘 要
随着服务经济的兴起，顾客忠诚度成为了研究的课题之一。顾客忠诚度是指顾客对于某一特定的产品或服务有好感，从而对其有偏好，进而成为回头客的一种趋势.顾客忠诚度受着服务质量，所带附加值和其他一系列因素的影响。国外学者瑞奇·海尔德认为对于企业经营的头等大事是维护客户忠诚度。任何企业都不可忽视顾客忠诚度的经济效应，这是一门学问。高的顾客忠诚度可以给企业带来经济效益，是企业获取利润和持续成长的直接源泉。作为休闲餐饮企业的代表，海底捞在顾客心中享有很高的美誉以及很高的顾客忠诚度。 海底捞在经营中采用了有效的顾客忠诚度培养的战略是其抱有很高顾客忠诚度关键。它贯彻着“四心”原则，那就是：对员工关心，对顾客贴心，对食品用心和对管理精心。
关键词： 海底捞 顾客忠诚 服务营销
Abstract
With the emergence of the rvice economy, customer loyalty has been rearched as a topic. Customer loyalty refers to the customer for a particular product or rvice produced a favorable impression, forming a preference, and repeat purcha of a trend. The customer loyalty is affected by rvice quality, added value and a ries of factors. Foreign scholar Reich Held point out that now the main task of the enterpri is managing customer loyalty. It is a science, and any enterpri can't ignore the customer loyalty of economic science. Loyal customers can bring to the enterpri economic benefits. It is the enterpri that gets profit and the direct source of sustainable growth. As a casual dining reprentation of the enterpri, Haidilao has formed a broad reputation and high customer loyalty among customers and implementing the effective cultivation of customer loyalty, which is the key to keeping customer back to eating again. And, they carry out its principle: Love to employees, clo to the customer, intention of the good, intention of management.
Keywords:托业报名 Haidilao customer loyalty rvice marketing
Chapter 1 Introduction
金融时报英文版With the high-speed growth of leisure food, overheated investment lead to market supply to appeal, sufficient market supply more alternative choice to customers, Consumption transfer cost reduction, the customer churn up, leisure food enterpri competition pressure increa.
莱切斯特大学Haidilao is a hotpot restaurant which operates Sichuan-style hot pot primarily, which a “five-star” hotpot restaurant is called by the medium. The customer return rate is up to 80%. Hot pot is one of the most China's popular folk cuisine, and in any city, running a hotpot restaurant is not easy, also in China to create a hotpot brand is fill with challenges and difficultiesrepost是什么意思中文. The biggest cost of catering industry business is not from food, but from rented storefront, water ， electricity ，employee wages, etc. And all income almost came from customers. So customer loyalty becomes profitable source and the main driving force of growth. It is also an important factor that determines Haidilao's profit. In such a labor-intensive, low threshold market with fierce competition, many restaurants ch
广州语言训练学校oo to follow others to attract customers. But Haidilao did not follow this. They first established a corporate culture, and then for the customer to develop their loyalty. Enterpri culture business concept is not new, but this intermediate quality restaurant still surpris many people.
Chapter 2 Customer Loyalty
terrorists2.1 The d你叫什么名字英文efinition of customer loyalty
Customer loyalty is a process, a program, or a group of programs geared toward keeping a client happy so he or she will provide more business. The customer loyalty is actually a customer behavior of sustainability; it is the extent of the customer loyalty to the enterpri. To some extent, loyalty is not rational. According to the degree of loyalty, customer loyalty can be divided into four different levels: cognitive loyalty, behavior loyalty, intention loyalty and emotional loyalty.xizi>2010高考时间
Customer loyalty is the central goal of relationship marketing. Becau the loyal consume
r repeat purcha a product or rvice, customer loyalty is of is the meaning of the enterpri. Only when the enterpri customers, they may have profit; otherwi, if the customer does not choo the enterpris, it will lo the economic sources, this is the most rious blow, enterpri. According to the analysis, when an enterpri have 5% customer than before, the profit increas by 100%. This is becau the enterpri not only save the advertising and promotion costs which are needed to develop the new customers, but also with the enhancement of the customers' trust and loyalty to the enterpri, it can induce customers to improve product purcha the related products. (Wu Jian'an.(2004). Marketing Management. Beijing. Higher Education Press, p.463).
