零售业的全面顾客满意

零售业的顾客识别，包括内部顾客—员工的识别及外部顾客—消费者的识别；提高顾客满意度的途径。应从对员工的定期培训、与其经常沟通、灵活的用人机制、适当的激励措施、创造良好的组织氛围等几方面来提高员工的满意度；从树立企业形象、提供超值服务、信息公开化、降低商品价格、建立服务品牌、迅速化解顾客的不满意、生产ＰＢ产品等几方面来提高顾客的满意度。

The whole Customer Satisfaction of Retail Business

The paper first introduces customer' s identification including staff and customers. In addition, it narrates different factors respectively correlated with staff and customers' satisfaction. At last, it is the main body of the paper in which introduces the ways to improve satisfaction of customers. Retail businesses can improve the satisfaction If staff by training, frequent communicating, flexible personnel mechanism, suitable stimulus and wonderful atmosphereetc , and they can improve the satisfaction of consumer by setting up image, providing super service, opening information , decreasing the price and smoothing away the unsatisfaction.