CS经营,是英文“Customer Satisfaction Management”之意,即“顾客满意经营”。它是为了获得顾客满意,把自己公司提供的商品、服务和企业形象等进行定期持续性的调查,并根据结果改善顾客不满意之处,以追求更高的顾客满意度的经营活动。它有别于CI设计,是兴起于90年代日美等国的一种全新的行销战略。1996年,严世华先生创办了我国第一家CS经营运作室。 CS management is the meaning of “Customer Satisfaction Management” in English, ie “Customer Satisfaction Management”. It is a business activity that seeks higher customer satisfaction in order to obtain customer satisfaction, conduct regular and continuous investigations on the goods, services, and corporate image provided by the company, and improve customer dissatisfaction based on the results. It is different from CI design and is a brand-new marketing strategy that emerged in Japan and the United States in the 1990s. In 1996, Mr. Yan Shihua founded China’s first CS operation room.