外文翻譯-顧客滿意

CustomerSatisfaction----Onekindofbrand-newqualityviewbyxichangyangSincelongago,thepeopleallmerelytreatasthequalityquestionatechnicalquestion,speaksoftheimprovementqualityonmerelytoconsiderfromthetechnicalangle.Alongwithknowledgeeconomydevelopmentandproductiveforcesunceasingenhancement,thepeoplealreadydevelopedtotheproductdemandfromthesoletechnicalnaturetothetechnicalefficiencyandexpandtothespiritualdomain,moreoversatisfiestheproportionwhichthespiritualdemandtheproductortheproductcharacteristicoccupiesgreatlytosurpasssatisfiestheproportionwhichthephysiologicaldemandoccupies.Atthesametime,isdaybydayrichalongwiththemateriallife,moreandmorefromorganizesthequalitycenterofgravityandthedeterminationpowerasidetoshifttothecustomerhandin,thecustomersatisfiedalreadybecomestheappraisalproductqualityqualitytheonlystandard.Thiscausedthequalityideatohavetheverybigchange——fromexaminationqualityviewtotallyingqualityview,finallyformedhassatisfiedtakethecustomerasthecorebrand-newqualityidea.CustomerSatisfactionWhoisacustomer?Thecustomeris"thereceiveproductorganizationorindividual".BasedonISO9000:2,000standardsconcernedcustomersdefineexplanationthat,Thecustomermaybeorganizestheinterioristheinternalcustomer,alsomaybeexteriortheorganizationnamelytheexternalcustomer.Asfortheorganizationinterior,"thenextworkingprocedure"is"onaworkingprocedure"customer.Therefore,aorganizationtothecustomertheunderstandingshouldbegeneralized,cannotmerelyunderstandfororganizestheproduct"thecustomer".Atthesametime,"suppliesthechain"basedontheproduct,thecustomermaydivideintothemiddlecustomerandthefinalcustomer,therealisticcustomerandthepotentialcustomer,tocustomerthin,classificationandresearch,isadvantageouscarriesonthedifferentwaytousinviewofthedifferentcustomerdemandstimulatingwiththeguidance,thusmakesthecustomertobepleased,achievesorganization'sgoal.Customersatisfactionis"thecustomertoitsrequestalreadythedegreefeelingwhichsatisfied",isthepeopleinhasacceptedtheproductortheserviceincludingitscarriedtheinformationafterstimulating,makesonekindoffirmlypsychologicalcondition,isthepeopletotheproductonekindofsubjectivecomprehensiveappraisal.Thismeantthat,whetherthecustomerdoessatisfyisdecidedbyitsreceiveproductandtheinformationthewayandthedegreewhichstimulatetoit,whenthiskindstimulateshassatisfiedcustomer'srequest(includingclearinstructionsorlatentdemand),cantothecustomerformisstimulating,thuscausesthecustomersatisfiedly,moreoverthiskindstimulatestheregulationgoespastthedeepcustomertobemoresatisfied,otherwise,canformtothecustomernegativestimulates,canmakethecustomernottobepleased,moreovertheregulationwhichstimulatestothecustomergoespastthedepth,thecustomerismoreunsatisfied,cancausethecustomertocomplain,eventhecustomersues.Likesustopurchaseclothes,clothesusevalueself-evident(winterclothingmaintainingwarmth,summerclothingpenetrabilityandcoolandsoon),ifonlythisbuttheoneself,thecustomerrespondedcanbeverylight,but,iftotheclothingassemblybythenaturalnoveldesign,dressesupLi'scolor,causesustoobtaintheaccidentpleasantlysurprised,thencanmakeustofeelonekindofunexpectedharvest,wewillbesatisfied.Customersatisfactoryqualityview"Customersatisfaction"tookoneidea,moreandmoreacceptsforthemultitudinousdifferenttypeorganization.Wemayunderstandfromfollowingseveralaspectsthat,thecustomersatisfiesnotonlyistheorganizationthestartingpointalsofallsthefootspot.TheChineseeconomycomprehensivelyentered"istoomucheconomical"thetime.Statisticshaveindicated,theconsumerwantstochoosetherefrigeratorfrom290kindofrefrigerators,choosesthebeerfrom455kindofbeer,choosesthecosmeticsfrom478kindofcosmetics,choosestheshirtfrom575kindofshirts.Theprice,thequality,thedesignalldayafterdayhastenwith.Thebuyermarketbuyercanmakethedecision.Thecustomerdecidedwantsany,whenwants,howwants,toleavehowmanyprices,thecustomertrulybecomesthebasicconditionorganizesdependson,thecustomertosatisfythebasicpowerwhichintothehumansocietydevelops.Anyorganizationwhenprovidestheproductortheservice,itsgoalliesintheproductortheservicewhichcausesittoprovideobtainscustomer'sapproval,andletsitbegladaccepts.Thisrequeststheorganizationtounderstandthecustomerneedsanytypetheproductandtheservice,hasanytypetotheproductandtheservicetherequestThefineproduct,thecustomerdoesnotneed,alsocannotobtaincustomer'sapproval.Therefore,theorganizationonlyhadhasgraspedthisstartingpoint,couldprovidesatisfactionforthecustomertheproductortheservice.Atthesametime,thecustomersatisfiesthedegreehaddecidedtheorganizationmakesmoneythedegree,haddecidedtheorganizationdevelopsmentality,accordingtoconventionalalgorithm,anenterpriseifpreserves5%stablecustomer,thatthisenterprise'sprofitatleastcanincrease25%.Therefore,theorganizationfallsfootalsotobesupposedtolieincausesthecustomersatisfiedly,onlyhadgrasps"thecustomertobesatisfied"thisdrivingforce,theorganizationcanobtaintheconsiderabledevelopment."CustomerSatisfaction"isthemarketeconomydevelopmentnecessity.Thecustomersatisfiesqualityviewisthemarketeconomydevelopmentinevitableresult.Alongwiththesocialproductiveforcesdevelopment,thesocietyhasbroughttheextremelyrichmaterialresourcesforthepeople,thusletthemarketrealizefromthesellermarkettothebuyermarkettransformation,causedthebuyeristhecustomercontrolthemarketdevelopmentdirection.Ispassingweoftenby"mineproductisqualified,customerdonotusewhen"performstoshiftresponsibilityontoothers.Nownotgood,youthinkownproductqualified,butcannotmeetmyneeds,whichyouonsavedinyourswarehousearebeinggood!Whohadconsideredmydemand,whoseproductIdopurchase.Atthesametime,theknowledgeeconomydevelopmentenabletheorganizationtohavetheabilitytohavetheconditionnotonlytosatisfycustomer'sphysiologicalneeds,alsocanmeetcustomer'spsychologicalneeds,causestheproducttobemorerichlycolorful,causestheserviceevenmoretolookafterwithgreatsolicitude.Customersatisfactionistheinevitableresultwhichthehumanistideapopularizes.Thecustomersatisfiesqualityviewisbytheartificialstartingpointandthecenter,isrevolvingthereassignmentorganizationandcustomer'senthusiasm,theactivity,causestheorganizationunceasinglytosatisfythecustomertorequest,thusrealizesthecustomertobesatisfied,unceasinglyrealizesthehumanitytothehappypursue,improveshumanity'squalityoflife.Atthesametime,satisfiestakethecustomerastheideafromorganizesthequalityspecificationandthedeterminationpowerasidetochangetoacustomerside,hadreflectedperson'sstatusunceasinglyisenhancing.Graspshumanistthis"thenewmelody",persistedaccordingtocustomer'sobjectiverequest,wants,forsufficestothefoot;Doesnotwant,doesnotgive.ThusandmutuallyseepstheChineseCommunistPartyintheorganizationandcustomer'sinteractionwithtobuildhumanity'smatterandthespiritualcivilizationlife.Customersatisfactionisorganizestheeternalpursuethegoal.Customersatisfactionishumansociety'sonekindofbasicdesire,willbethehumanityforeverthewithoutlimitsself-pursue.Therefore,meetscustomer'sneedandthedesirealsoisorganizestheeternalpursuethegoal.Entersforthe21stcentury,themoreandmoremanyorganizationattention"thecustomerissatisfied"strategicsense.Isthevariouscountries'expert,theentrepreneur,howtheadministrativepersonnelsallexploringcausesownorganizationtoseizethe21stcenturyqualityassoonaspossiblethecommandingpoint,manylarge-scaleorganizationareformulatingthe21stcenturyqualitystrategies,and"thecustomerwillbesatisfied"tookthequalitystrategythecore,tookitwillsupportothercontents"theoutline"."Satisfiescustomer'srequestandexpected"willsubstituteforthepursuequalitytobequalifiedortheservicereachesthesigntobecomethehighestgoalwhichtheenterprisepursues.Graspsthetendencytobeabletograspsuccessfully,thuswillgraspthefuture.Inthiscompetitionextremelyintensetime,onlyhasgraspsthiskindoftendencyandthedirection,correctlyestablishestheoneselfdevelopmentalstrategygoal,caninthecompetitionneutralitytotheinvincibleposition.Howstimulatesthecustomertobesatisfied?Abovesaid,customersatisfactionwasthecustomerhasacceptedonekindofpsychologicalconditionwhichtheproductortheserviceanditstheinformationstimulatedproduces,wasapsychologyconcept.Then,howwedostimulatecustomer'sthiskindofsatisfactorymood?"Wedowell,thecustomerwillsatisfy"to?Whichfirstshouldwepayattentionaffectcustomersatisfactionandnotthesatisfactoryfactorhave:notsatisfactoryfactorTheclearinstructionsforgiveswhichintheproducteithertheserviceoranticipatedprovidestocustomer'suseortheservice,isthecustomerthoughttheself-evidentcharacteristic,itmeetsthecustomerneedthedegree,affectsthefactorwhichthecustomersatisfies,oncehastheaspectwhichdoesnotarrive,cancreatecustomer'sdisaffection,usuallyiscalleditnotthesatisfactoryfactor.Forinstance:Webuyathermosbottle,itsheatpreservationcharacteristic(orsaiduse)isanotsatisfactoryfactor.Ifbuysathermosbottlenottokeepwarm,wewillbeveryannoyedandnotbeunsatisfied,sincethesecharacteristicsallhad,conformstoourrequirement,alsocannoturgeustosatisfy,becausewecanthinkthisisshould.neutralfactorSomeonekindoffactor,whencustomer'sdemandhasnotobtainedsatisfies,willfeelverydisappointedly;Ifobtainstimesatisfyingwhichshouldobtain,cannothaveanyintensereflection;But,iforganizestodoverymucharrives,canincreasethecustomertobesatisfied.Wecallsuchfactortheneutralfactor.Forinstanceagreestimepurchasegoods,ifcannotasscheduledarrive,cancausethecustomertocomplain;Ifarrivesontime,perhapsthecustomercannothaveanyresponse;Ifcanarriveaheadoftime,thenthecustomercanbeveryhappy.satisfactoryfactorThecustomerobtainstheaccidentharvest,oftencanmakethecustomertobeextremelypleased,however,organizesnottoprovidetheseproductcharacteristics,alsocannotcausethecustomertobediscontented,wecalledsuchfactoristhesatisfactoryfactor.Forinstancewepurchasetheultravalueservicewhichtheproductobtainedarrives;Enjoyswhentheserviceobtainedarrivestheaccidentpresentpresentsandsoon.Theseaccidentsarepleasantlysurprisedoftencanmakeustofeelextremelysatisfies.Hadunderstoodtheseaffectthefactorwhichthecustomersatisfies,howcanwegraspwellstimulatethecustomertobesatisfied.Onlydodgesformsthecustomernotsatisfactoryfactor,diligentlycompletestheneutralfactor,planswitheveryeffortwiththeimplementationletsthefactorwhichthecustomersatisfies,canunceasinglysatisfythecustomertorequest,tostrengthenthecustomertobesatisfied,thusachievesthequalitygoalwhichthecustomersatisfies,thepromotionenterprise'sdevelopment.Theenterpriseshouldestablishandimplementthecustomer

satisfactorystrategyWedonotavoidtheenterprisethegoalaretheprofitmaximization.Buttheenterpriseprofitgoalrealizationistakecustomer'sexistenceasthefoundation,leftthecustomer,anyorganizationallwithdifficultyexists.Ininthe21stcenturycompetitions,whowinscustomer'sadoringwiththerepayment,whocansurviveandthedevelopment;Otherwise,onlycanbeblindalley.Howdoescustomer'sadoringwithrepay,howalsoisdecidedtotheenterprisecausestheirsatisfaction.Therefore,saysfromsomekindofdegree,enterprise'smanagementstrategyisthequalitystrategy,butthisallstartingpointsandthehometoreturntoallconclusionisapoint:Thecustomerissatisfied.Howthenwedoestablishandimplementthecustomersatisfactorystrategy?thecreation"Customersatisfaction"asthecentralenterprisenewmanagementidea.Theenterprisemustmanifestsinownmanagementpolicyandthegoal"attractsmorecustomers"and"unceasinglyenhancesthecustomerdegreeofsatisfaction"thethought,ineducatestrainingtothestaffinthefoundation,causesthestafftocomplywiththeoccupationalethics,thebehaviorstandards,thevalueideaandthestaffqualitymoldstheaspect,allseeps"alltoletthecustomerissatisfied"theidea.Thuscreatesonekindintheenterpriseinterior"theinternalservice"managementidea,althoughyounotdirectlyservethecustomer,butyourworkmustbeforservescustomer'spersontoserve.Inducts"thenextworkingprocedureintheenterpriseinteriorisontheworkingprocedurecustomer"thecustomersatisfiestheidea,namelyintheentireoperationlink,thepreviouslinkdepartmenttreatsasthenextlinkdepartmentthecustomer,carriesontheservicetoit,alinkservesalink,finallyprovidesthebestservicefortheexternalcustomer.thepromotion"Customersatisfaction"astheobjectivequalitycontrolinnovation.Theenterprisemustfrequentlyorganizedcarryonthecustomerdemandandthemarketinformationdiagnosis,comprehensively,thoroughlyandaccuratelygraspsthecustomervariousaspectsthedemand,includingthelatentdemand,fortheenterpriseproductmarketlocalization,thedevelopmentdesign,theimprovementandtheinnovationpromptlyprovidesthebasis.Atthesametime,thediagnosiswillobtaincustomerrelatedaspecttheandsoonproductfunction,quality,priceandoutwardappearancedemand,comprehensivelyaccuratelywilltransformastheproductdesignimprovementtechnicalparameter,thecostelement,andinstrictlywillrequestintheprocessaccordingtotheproductdesignortheimprovementwhichtheorganizationwillproduce,willhavetoimplement"underalinkwillbethecustomer"thepolicy,comprehensivedevelopment"internalcustomersatisfied"theactivity,willproduceconformstotheproductwhichthecustomerwillrequest,achievedthecustomerwillbesatisfied.paysspecialattention"Customersatisfaction"andservesthemanagementinnovationasthecriterionenterprisemarketing.Theenterprisemustusethesciencethemethodtocarryonthecustomerdegreeofsatisfactiontotheenterpriseexteriormarketenvironmentevaluatingaftertesting,throughevaluatesaftertestingthecustomertoenterprise'sproductqualitycharacteristic,thefinereputation,well-knownness,turningheadrate,thesalesability,thecomplaintrateandsoonseveralaspectssatisfaction,providesthebasisfortheimprovementmarketingstrategyandtheenhancementgradeofservice.Atthesametime,fromenhancesthecustomer"satisfaction"and"theloyalty"thegoalembarks,establishesthecustomerfile,omni-directionallyimplements,themulti-formsstandardpost-saleservice,therealizationpre-saleconsultation,sellssupports,thepost-saleincrementnamely"thehelpuserbuysgoods"theincrementserviceprocess,thus"sues"theserviceafterthreestagesentireprocessesservicesubstitution.takestake"Customersatisfaction"astheguidanceenterpriseinformationmanagementinnovation.Theinformationtechnologydevelopment,providedtheverygoodconditionforoureffectivelycollectionandtheprocessinformation,theenterprisehashadintherealizationtaketheenterpriseasthecentertotakethecustomerasinthecentralmentalitytransformationfoundation,carriedontheenterpriseinformationmanagementtheinnovation.Totheenterpriseinsideandoutsidepitchpointandtheflowandsooninformationcollection,analysis,transmission,feedback,processingdesign,thespeedwhichaswellasvariouspitchpointsinformationcurrentcapacityandpastsperformstocontrol,doesthesystemresearchtotheinformationfeedbackprocessingcycleandthetimestipulation,thusisthecorrectdevelopment"thecustomerissatisfied"aseriesofactivities,providesthescienceeffectivebasis.theimplementation"Customersatisfaction"asthemasterlineenterpriseorganizationalstructurereorganization.While"thecustomersatisfied"thethoughtand"thecustomersatisfied"forthecentralstrategyimplementation,theenterprisemusttaketheinformationbidirectionaltransmissionspeed,theinformationpasttheattritionrateandthemanagementefficiencythreebigtargetsisinthesynthesisoptimizationasaprinciple,reducestheenterpriseexcessivelymanymanagementstructurelevelandtheadministrativepersonnellevel,causestheenterprisethestructureflatly,thedecision-makingisfast.Realizes"thecustomersatisfiedly"themanagementgoalisamasterline,reasonablyadjustsvariousdepartmentsthemanagementfunction,eliminatestheoverlapregionofvariousdepartmentsfunctionconnectionplaceandothermanagementpessimisticareas,therealizationmanagementscienceishighlyeffective.Thuscarriesontheenterpriseorganizationalstructurethereorganization,therealizationenterpriseflowmakesagain.顧客滿意種全新的質(zhì)量觀楊希昌長期以來，人們都把質(zhì)量問題僅僅當(dāng)作一個(gè)技術(shù)問題，說到改進(jìn)質(zhì)量就僅僅從技術(shù)角度去考慮。隨著知識(shí)經(jīng)濟(jì)的發(fā)展和生產(chǎn)力的不斷提高，人們對產(chǎn)品的需求已經(jīng)從單一技術(shù)性發(fā)展到了技術(shù)經(jīng)濟(jì)性并擴(kuò)展到精神領(lǐng)域，而且滿足精神需求的產(chǎn)品或產(chǎn)品特性所占的比例已大大超過滿足生理需求所占的比例。同時(shí)，隨著物質(zhì)生活的日益豐富，越來越將質(zhì)量的重心和判定權(quán)從組織一方轉(zhuǎn)移到顧客手上，顧客滿意已經(jīng)成為評價(jià)產(chǎn)品質(zhì)量好壞的唯一標(biāo)準(zhǔn)。這就使質(zhì)量觀念發(fā)生了很大的變化一一從檢驗(yàn)質(zhì)量觀到符合性質(zhì)量觀，最終形成了以顧客滿意為核心的全新的質(zhì)量觀念。一、顧客滿意誰是顧客？顧客是“接收產(chǎn)品的組織或個(gè)人”。依據(jù)ISO9000：2000標(biāo)準(zhǔn)有關(guān)顧客定義的解釋：顧客可以是組織內(nèi)部的即內(nèi)部顧客，也可以是組織外部的即外部顧客。對于組織內(nèi)部來說，“下一道工序”就是“上一道工序”的顧客，。因此，就一個(gè)組織對顧客的理解應(yīng)是廣義的，不能僅僅理解為組織產(chǎn)品的“買主”。同時(shí)，依據(jù)產(chǎn)品的“供應(yīng)鏈”，顧客可以分為中間顧客與最終顧客、現(xiàn)實(shí)顧客與潛在顧客，對顧客的細(xì)化、分類和研究，有利于我們針對不同的顧客需求進(jìn)行不同方式的刺激和引導(dǎo)，從而使顧客滿意，以實(shí)現(xiàn)組織的目標(biāo)。顧客滿意是“顧客對其要求已被滿足的程度的感受”。是人們在接受了產(chǎn)品或服務(wù)包括其所攜帶信息的刺激以后，所做出的一種肯定的心理狀態(tài)。是人們對產(chǎn)品的一種主觀的綜合的評價(jià)。這就是說，顧客是否滿意取決于其接收的產(chǎn)品及信息對其刺激的方式和程度，當(dāng)這種刺激滿足了顧客的要求（包括明示的或潛在的需求）時(shí)，就會(huì)對顧客形成正刺激，從而使顧客滿意，而且這種刺激的程度越深顧客就越滿意，反之，就會(huì)對顧客形成負(fù)刺激，就會(huì)使顧客不滿意，而且對顧客刺激的程度越深，顧客就越不滿意，就會(huì)引起顧客抱怨，甚至顧客投訴。就像我們購買衣服，衣服的使用價(jià)值不言而喻（冬衣的保暖，夏裝的透性和涼爽等等），如果僅此而己，顧客反應(yīng)會(huì)很平淡，但是，如果對服裝配以大方新穎的款式，靚麗的顏色，使我們獲得意外的驚喜，那么就會(huì)使我們感到一種意想不到的收獲，我們就會(huì)感到滿意。二、顧客滿意質(zhì)量觀“顧客滿意”作為一種理念，越來越為眾多的不同類型的組織所接受。我們可以從以下幾個(gè)方面來理解：1、顧客滿意既是組織的出發(fā)點(diǎn)又是落腳點(diǎn)中國經(jīng)濟(jì)已全面進(jìn)入“過剩經(jīng)濟(jì)”時(shí)代。據(jù)統(tǒng)計(jì)，消費(fèi)者要從290種冰箱中選冰箱，從455種啤酒中選啤酒，從478種化妝品中選化妝品，從575種襯衫中選襯衫。價(jià)格、質(zhì)量、款式都日漸趨同。買方市場買方說了算。顧客決定要什么，什么時(shí)候要，怎么樣要，出多少價(jià)，顧客真正成為組織賴以生存的基本條件，顧客滿意成為人類社會(huì)發(fā)展的基本動(dòng)力。任何組織在提供產(chǎn)品或服務(wù)時(shí)，其目的在于使其提供的產(chǎn)品或服務(wù)得到顧客的認(rèn)可，并讓其樂于接受。這就要求組織了解顧客需要什么樣的產(chǎn)品和服務(wù)，對產(chǎn)品和服務(wù)有什么樣的要求一一再精美的產(chǎn)品，顧客不需要，也不會(huì)得到顧客的認(rèn)可。因此，組織只有掌握了這個(gè)出發(fā)點(diǎn)，才能為顧客提供滿意的產(chǎn)品或服務(wù)。同時(shí)，顧客滿意的程度決定了組織賺錢的程度，決定了組織發(fā)展的思路，按常規(guī)算法，一家企業(yè)若保住5%的穩(wěn)定顧客，那該企業(yè)的利潤至少會(huì)增加25%。因此，組織的落腳點(diǎn)也應(yīng)在于使顧客滿意，只有掌握了“顧客滿意”這個(gè)原動(dòng)力，組織才能得到長足的發(fā)展。2、“顧客滿意”是市場經(jīng)濟(jì)發(fā)展的必然顧客滿意質(zhì)量觀是市場經(jīng)濟(jì)發(fā)展的必然結(jié)果。隨著社會(huì)生產(chǎn)力的發(fā)展，社會(huì)為人們帶來了極為豐富的物質(zhì)資源，從而讓市場實(shí)現(xiàn)了從賣方市場向買方市場的轉(zhuǎn)換，使得買方即顧客左右了市場發(fā)展的方向。在過去我們往往以“我的產(chǎn)品是合格的，顧客自己使用不當(dāng)”加以推諉?，F(xiàn)在不行了，你認(rèn)為自己的產(chǎn)品合格，但不能滿足我的需要，哪你就在你的倉庫里存著好了！誰考慮了我的需求，我就購買誰的產(chǎn)品。同時(shí)，知識(shí)經(jīng)濟(jì)的發(fā)展使組織有能力有條件不僅滿足顧客的生理需要，也能滿足顧客的心理需要，使產(chǎn)品更加豐富多彩，使服務(wù)更加體貼入微。3、顧客滿意是以人為本觀念普及的必然結(jié)果顧客滿意質(zhì)量觀是以人為出發(fā)點(diǎn)和中心的，圍繞著調(diào)動(dòng)組織及顧客的積極性、能動(dòng)性，使組織不斷地滿足顧客要求，從而實(shí)現(xiàn)顧客滿意，不斷地實(shí)現(xiàn)人類對幸福的追求，提高人類的生活質(zhì)量。同時(shí)，以顧客滿意為理念將質(zhì)量標(biāo)準(zhǔn)和判定權(quán)從組織一方轉(zhuǎn)到顧客一方，反映了人的地位在不斷提高。把握好以人為本這個(gè)“新旋律”，堅(jiān)持按顧客的客觀要求，要，就給足給夠；不要，一點(diǎn)不給。從而在組織與顧客的互動(dòng)和互相滲透中共同營造人類的物質(zhì)和精神文明生活。4、顧客滿意是組織永恒追求的目標(biāo)顧客滿意是人類社會(huì)的一種基本愿望，是人類永無止境的自我追求。因此，滿足顧客的需求和愿望也是組織永恒追求的目標(biāo)。進(jìn)入21世紀(jì)，越來越多的組織關(guān)注“顧客滿意”的戰(zhàn)略意義。各國的專家、企業(yè)家、管理人員都在探索如何使自己的組織盡快占領(lǐng)21世紀(jì)質(zhì)量的制高點(diǎn)，許多大型組織在制定21世紀(jì)的質(zhì)量戰(zhàn)略，并將“顧客滿意”作為質(zhì)量戰(zhàn)略的核心，作為其支撐其他內(nèi)容的“綱”?！皾M足顧客的要求和期望”將取代追求質(zhì)量合格或服務(wù)達(dá)標(biāo)而成為企業(yè)所追求的最高目標(biāo)。把握趨勢才能把握成功，從而把握未來。在這個(gè)競爭非常激烈的時(shí)代，只有把握住這種趨勢和方向，正確確立自己發(fā)展戰(zhàn)略目標(biāo)，才能在競爭中立于不敗之地。三、如何激發(fā)顧客滿意上面講了，顧客滿意是顧客接受了產(chǎn)品或服務(wù)及其信息的刺激所產(chǎn)生的一種心理狀態(tài)，是一個(gè)心理學(xué)的概念。那么，我們?nèi)绾渭ぐl(fā)顧客的這種滿意情緒呢？“我們好好做，顧客就會(huì)滿意”對嗎？首先我們應(yīng)關(guān)注一下影響顧客滿意和不滿意的因素有哪些：1、不滿意因素