ABSTRACT
Modern enterprise implementation of customer satisfaction strategy must be established a set of customer satisfaction analysis processing system, used the scientific method and means testing for enterprise customers products and service satisfaction. So as to maintain the customer benefit, the enterprise must properly handle customers' opinions.
Customers are the important factors influencing the enterprise competitiveness, it affect the enterprise the competitive ability through the customer loyalty and customer satisfaction. The fierce market competition makes more and more enterprises realize that quality competition, brand competition, or talent competition is, in essence, the competition of the customer satisfaction around a customer on market. Customers mean market and profit. For enterprises , the customer is the target of its business activities. The fixed total number of customer makes it more important for enterprises to maintain customers. Pros and cons of the quality of enterprises’ services, business survival and development are determined by the customer, even if the enterprise considers they have provided consumers with high quality services and products, but if it is not recognized by the customer, their products and services will not help them gain any advantages in market competition. Therefore, customer satisfaction and loyalty will directly affect a company's position in the market and competitive conditions.
