Why is customer relationship a condition for the survival and development of hotels?

"Customer first", "customer first" and "customer first" are China's famous sayings throughout the ages. However, it is not too much to use it to illustrate the significance of customer relationship. Customer relationship is an important external public relationship of an organization. The success of organizations, especially industrial and commercial enterprises and service industries, must be guided by the interests and requirements of customers. This is not only the inevitable derivation of the nature of commodity economy and the principle of public-private relationship of organizations, but also fully proved by the practice of many social organizations. "The customer is the emperor" is the truth of the commodity economy society. On the other hand, we can also test the developed degree of social commodity economy according to the degree to which this business idea is really accepted and implemented in society.

Carrying out "customer first" means trying to safeguard the interests of consumers. The profit of an enterprise is based on satisfying the interests of consumers. In 1960s, Tian, advertising director of Hitachi, famously said, "In modern society, consumers are the supreme king. No manufacturer dares to despise the wishes of consumers, and all products cannot be sold. "American public relations expert Paul ·Cac-ELT also said:" Enterprises, big or small, must always plan their own direction according to the following beliefs. This belief is that enterprises should be owned, governed and loved by consumers. " This is also a profound interpretation of "customer first".

It should be noted that "customer first" can greatly promote the sales and profits of the organization, but "customer first" is by no means "profit first" or "sales first". These are two completely different levels of consciousness. Cheating and kidnapping have been repeatedly banned in many places, and the situation of fake and inferior products is amazing. Some departments that produce spiritual products even throw a lot of pornographic works into the society, poisoning teenagers. This blind pursuit of corporate profits without considering social benefits and customers' interests is a vicious attack on the business philosophy of "profit first". Starting from harming others, it will inevitably end in harming yourself, which will only smash the brand of the enterprise. Many export products were returned for claims due to poor quality, which seriously affected the national reputation. The quality inspection of leather shoes in a city found that only 5% of leather shoes sold in the market were completely qualified, and fakes accounted for more than 65%. After the news came out, public opinion exploded, and the leather shoes market suddenly became deserted, and even the price reduction treatment could not be sold. Not long ago, the Minister of Commerce of China bought a pair of rubber-soled shoes in Wuhan, and they were worn out in less than half a day. This incident caused public outcry. No wonder some national leaders have repeatedly pointed out that it is necessary to change product quality and business philosophy to the height of whether to adhere to reform and opening up. China also designated 199 1 as the national year of quality, quality and benefit. All these demands and measures can be regarded as demands for the survival and development of social organizations, especially enterprises. Only when social organizations really put the interests of customers first, rather than grandstanding, and truly accept the modern management concept of "customer first", can they truly and effectively shape a good organizational image and continuously promote the development of the organization.