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笔者首先对京东商城进行SWOT分析,分析其发展的优势、劣势、机会和威胁,然后从价格、服务质量、产品、诚信四方面分析京东商城客户流失的原因,最后从协同信息传递策略、协同人际沟通策略、协同服务补救策略三个方面为京东公司提出建议,提高其客户满意度,使公司在激烈的市场竞争中保持较强的竞争优势。
The author first analyzes SWOT analysis of Jingdong Mall, analyzes its advantages, disadvantages, opportunities and threats. Then it analyzes the causes of the loss of Jingdong Mall from four aspects: price, service quality, product and honesty. Finally, from the perspective of collaborative information delivery strategy, Communication strategy and collaborative service remediation strategy to improve the customer satisfaction and make the company maintain a strong competitive edge in the fierce market competition.