中国平安沈阳分公司客户忠诚度问题研究

本科论文AbstractAs a new industry in China,customer loyalty management is still animmature field for the insurance industry.The insurance industry does nothave a complete system and solution to deal with the changing market.Because a good customer loyalty management project needs the supportof product,technology,operation and other aspects,and the cost ofhuman and capital is not low.When you hear about the customer loyaltymanagement in the insurance industry,the first flash in your mind mustbe that the insurance sales personnel use the procedures to give customersconsumption coupons,gifts near the annual festival,or organize othergroup construction leisure activities to close the distance betweencustomers and insurance products.Modern customer loyalty managementis far more than these.How to use the concept and means of customerloyalty management to gain more market share for China Ping Aninsurance Shenyang branch in the competitive market of China'sinsurance industry and emerge from many competitors will be a problemfor China Ping An insurance Shenyang branch.First of all,this paper introduces the background and significance ofthe research,analyzes the basic situation of Ping An Life InsuranceCompany in China,focuses on the problems such as the slow handlingefficiency of customer complaints,inaccurate customer information,single customer rights and interests,and insufficient service attitude,andputs forward corresponding improvement countermeasures for theresearch results.Finally,the conclusion of this study is summarized inorder to make suggestions for improving customer loyalty of Ping AnShenyang branch.Keywords:InsuranceEnterprise:CUSTOMER LOYALTY:Problems and countermeasures