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The Study of FedEx Service Strategy Improvement and Customer Satisfaction Enhancement

Author: ChenYong
Tutor: QiaoGuiMing
School: Suzhou University
Course: Business Administration
Keywords: Express customer satisfaction service strategy improvement
CLC: F259.23
Type: Master's thesis
Year: 2011
Downloads: 69
Quote: 0
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As a new form of logistics, the Express service Grow up with the expansion of large-scale socialized production and the deepening of specialization arising. With the process of global economic integration accelerate , and the E-commerce(such as B2B,B2C,C2C) quick development The Express has become an important symbol of modern logistics.In addition,the time that focus on the customer with the strategy customer relationship management of universal as has come.With the fundamental shift in the role of customers, customers have become dominator on the market from the original passive consumers.customers are increasingly demanding personalized products and customized consumption patterns, while the channels of choice for customer increased incredibly and the barriers to transfer lowered quite a lot,the customer loyalty also decreased. Therefore, enterprises should keep improving the service strategy and insisting on the "customer centric", and enhancing the customer satisfaction. Only in this way can win the over the market competition.Currently there are still many problems of the Express market of China. Many Express companies’service strategy fall behind, Little sense about the management of customer relationship, and less project of customer relationship, no standard service appraisal. Connected with FedEx—which I am working for, the main contents of this paper include:At first, this paper outlines the background and significance of the study, demostrate the background of the study of FedEx customer satisfaction, meanings and the possible contribution and innovation of this paper.Secondly, analyse the current status of China Express market, the macroscopic environment, competition, opportunities and threats of FedEx China. Connected with the logistic service strategy and current status of customer satisfaction, analyse the major problems and the root cause.At last, through collecting the related document and investigation, work out the solution of improve FedEx logistic service from the aspects as the selection of logistic service centre, management of stock of consumer goods and the quality driven management. Also give the prospect of service quality and market development after taking such actions.

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CLC: > Economic > Economic planning and management > Material economic > Countries in the world material economy > China > Supplies business and management
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