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Abstract
Customer stickiness plays an important role in freight forwarding companies. From the perspective of customer experience, this paper collects market feedback information through a questionnaire survey, and uses factor analysis to analyze the relevant influencing factors of customer stickiness. The results show that the reform of freight forwarding companies must start from the main factors affecting customer stickiness, in order to meet the market demand to a certain extent, maintain a stable customer base, and increase customer stickiness. Therefore, bringing the main factors that affect the stickiness of customers into the development process of an enterprise is bound to gain more market competitiveness in its response to the increasingly changing international market.
Highlights
In the current situation, with the rapid development of Internet high technology, the development of digital innovation is an important opportunity for many traditional industries to face changes and improve their market competitiveness
The results show that the reform of freight forwarding companies must start from the main factors affecting customer stickiness, in order to meet the market demand to a certain extent, maintain a stable customer base, and increase customer stickiness
The customer is the core subject of the enterprise, and it is true that the stickiness of the customer is bound to be one of the important concerns of the traditional international freight forwarders facing digital transformation and development
Summary
With the rapid development of Internet high technology, the development of digital innovation is an important opportunity for many traditional industries to face changes and improve their market competitiveness. The customer is the core subject of the enterprise, and it is true that the stickiness of the customer is bound to be one of the important concerns of the traditional international freight forwarders facing digital transformation and development. The main factors that affect customer stickiness are important for understanding customer needs and improving the advantages and market position of freight forwarding companies. The research results confirm that customer stickiness is reflected in three aspects, sticky behavior habits, active recommendation stickiness, and sticky retention. Combining these three points and thinking on the basis of reality, the main factors that affect customer stickiness have practical significance for the transformation process of freight forwarders. The third part discusses the empirical results and proposes the main directions for maintaining customer stickiness and improving customer stickiness in the process of traditional enterprise transformation
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