本文论述了顾客让渡价值与顾客满意及顾客忠诚的关系,探讨了从顾客让渡价值角度提高顾客满意以及顾客忠诚度的重要意义和可行性。从增加总顾客价值和减少总顾客成本两个方面,提出了提高顾客让渡价值的措施,提升企业竞争力。 This article discusses the relationship between the value of customer relocation and customer satisfaction and customer loyalty, and discusses the importance and feasibility of improving customer satisfaction and customer loyalty from the perspective of customer value. From the two aspects of increasing the total customer value and reducing the total customer cost, it puts forward the measures to enhance the customer’s transfer value and enhance the competitiveness of the enterprise.