Store Customer Management

Author: Li Aixian
Publisher:
Publish Date: 2004-09-01
Features: This book emphasizes the importance of customer management for stores and provides an in-depth exploration of key issues in store customer management, such as customer satisfaction, customer service, and customer loyalty. The book is divided into seven chapters. Chapter introduces the importance of store customer management while proposing the fundamental philosophy of store management—customer-centricity, meaning everything revolves around the customer. Chapter 2 analyzes customer psychology and purchasing behavior, offering basic strategies and methods for stores to create customer value. Chapter 3 focuses on customer service strategy, discussing the importance of store customer service, how stores can design services around customers, and key issues in store customer service management. Chapter 4 revolves around customer satisfaction, proposing customer satisfaction strategy and customer satisfaction management theory, as well as basic methods for measuring and improving customer satisfaction. Chapter 6 emphasizes how stores should handle customer complaints and explores methods and techniques for preventing and addressing customer complaints. Chapter 5 is a critical aspect of store customer management. Chapter 7 proposes distinctive customer service and management strategies for stores in different industries. The greatest feature of this book is its readability, innovation, and practicality. Based on the actual operating conditions of Chinese stores and combined with the latest concepts of modern marketing, the book uses clear and accessible language along with detailed case studies to systematically and profoundly explore the theory and methods of store customer management. It holds significant reference value for store operators and employees.