市场类中英文对照翻译
原文来源：李海宏《Marketing Customer Satisfaction》[A].2012中国旅游分销高峰论坛.[C].上海
Marketing Customer Satisfaction
顾客满意策略与顾客满意营销
Since the 20th century, since the late eighties, the customer satisfaction strategy is increasingly becoming business has more customers share the overall business competitive advantage means.
自20世纪八十年代末以来,顾客满意战略已日益成为各国企业占有更多的顾客份额,获得竞争优势的整体经营手段。
First, customer satisfaction strategy is to get a modern enterprise customers, "money votes" magic weapon
一、顾客满意策略是现代企业获得顾客“货币选票”的法宝
With the changing times, the great abundance of material wealth of society, customers in the main --- consumer demand across the material has a lack of time, the number of times the pursuit, the pursuit of quality time to the eighties of the 20th century entered the era of the end consumer sentiment. In China, with rapid economic development, we have rapidly beyond the physical absence of the times, the pursuit of the number of times and even the pursuit of quality and age of emotions today gradually into the consumer era. Spending time in the emotion, the company's similar products have already reached the same time, homogeneous, with the energy, the same price, consumers are no longer pursue the quality, functionality and price, but the comfort, convenience, safety, comfort, speed, jump action, environmental protection, clean, happy, fun, etc., consumers are increasingly concerned about the product whether for their own life energy, enrich, comfort, beauty and spiritual quality, and exceed consumer expectations in the pre-sale, sale, after-sales service and advice. In other words, people today are looking for is a "psychological satisfaction and a sense of fulfillment," the commodity, high value added goods and services, the pursuit of values and sense of diversity, individuality, and the intangible satisfaction of the time has come .
随着时代的变迁,社会物质财富的极大充裕,顾客中的主体———消费者的需求也先后跨越了物质缺乏的时代、追求数量的时代、追求品质的时代,到了20世纪八十年代末进入了情感消费时代。在我国,随着经济的高速发展,我们也已迅速跨越了物质缺乏时代、追求数量的时代乃至追求品质的时代,到今天也逐步迈进情感消费时代。在情感消费时代,各企业的同类产品早已达到同时、同质、同能、同价,消费者追求的已不再是质量、功能和价格,而是舒适、便利、安全、安心、速度、跃动、环保、清洁、愉快、有趣等,消费者日益关注的是产品能否为自己的生活带来活力、充实、舒适、美感和精神文化品位,以及超越消费者期望值的售前、售中、售后服务和咨询。也就是说,今天人们所追求的是具有“心的满足感和充实感”
的商品,是高附加值的商品和服务,追求价值观和意识多元化、个性化和无形的满足感的时代
已经来临。
And consumers adapt to changes in the value of the pursuit of competition between enterprises, but also from product competition, price competition, technological competition, advertising competition, brand image development of competition to the current competition, credit competition, cultural competition and service competition, competition that customer satisfaction . This competition is the enterprise wide angle, wide-field space-time within the context of high-level, reflect the overall strength of the competition. It includes organizational innovation, technological innovation, management innovation, industry foresight, R & D force, employee engagement, customer service ability, customer affinity, peer recognition ability, community contributions to force, public relations and dissemination of communication skills, corporate culture drive, environmental adaptation, and so forth. These integrated image of the force and the synthesis of integrated sustainable competitiveness, which is CS strategy to solve the problem. CS times, companies no longer "own the center," but to "customer-centric"; "customer", "customer satisfaction" is no longer a mere formality of the slogan, but real action to basis of a new business philosophy of. Enterprises no longer quality standards, their satisfaction with the management idea, but in customer satisfaction, gain customer loyalty for the business philosophy of high. The focus is no longer business strategy to gain or maintain market share, mainly, but as for customer satisfaction for the business philosophy. Therefore, the marketing strategy of competitors who focus not on but on clients, on the customers actual and potential needs. When the company provides products and services to the customer's prior expectations, customers will be basically satisfied; if far exceed customer expectations, and far higher than other colleagues, customers really satisfied; if companies can continuously or for a long time the customers satisfaction, customer loyalty will be. Loyal customers will not only regularly repeat purchase, but also other related businesses to purchase products or services; loyal customers will not only actively recommend to others to buy his products, and promotional activities of competitors on the enterprise has the immunity of a dissatisfied dissatisfied customers will tell 16-20 individuals, and each one was told who will then spread to 12-15 individuals. Thus, a dissatisfied person will affect two or three hundred people. Today in the popularity of the Internet, its impact is even greater. According to the U.S. auto industry survey, a satisfaction will unleash the potential of business 8 document, which will be at least a transaction. Another survey showed that every increase of 5% of enterprise customer loyalty, and profits will grow 25% -95%. 80% of a company 20% of the profits from loyal customers; while the cost of obtaining a new customer is to maintain a
6 times the cost of old customers. Therefore, the American scholar Tangpeiposi that: the decision whether or not the key to the success of an enterprise is not market share, but rather customer share.
与消费者价值追求变化相适应的企业间的竞争,也由产品竞争、价格竞争、技术竞争、
广告竞争、品牌竞争发展到现今的形象竞争、信誉竞争、文化竞争和服务竞争,即顾客满意竞争。这种竞争是企业在广角度、宽领域的时空范围内展开的高层次、体现综合实力的竞争。它包括组织创新力、技术创新力、管理创新力、产业预见力、产品研发力、员工向心力、服务顾客力、顾客亲和力、同行认同力、社会贡献力、公关传播沟通力、企业文化推动力、环境适应力等等。这些综合形象力和如何合成综合持久的竞争力,这就是CS策略所要解决的问题。CS时代,企业不再以“自己为中心”,而是以“顾客为中心”；“顾客为尊”、“顾客满意”不再是流于形式的口号,而是以实实在在的行动为基础的企业经营的一门新哲学。企业
不再以质量达标,自己满意为经营理念,而是以顾客满意,赢得顾客高忠诚度为经营理念。企业
经营策略的焦点不再以争取或保持市场占有率为主,而是以争取顾客满意为经营理念。因此,营销策略的重心不再放在竞争对手身上而是放在顾客身上,放在顾客现实的、潜在的需求上。当企业提供的产品和服务达到了顾客事先的期望值,顾客就基本满意；如果远远超越顾客的期望值,且远远高于其他同行,顾客才真正满意；如果企业能不断地或长久地令顾客满意,顾客就会忠诚。忠诚的顾客不仅会经常性地重复购买,还会购买企业其它相关的产品或服务；忠诚的顾客不仅会积极向别人推荐他所买的产品,而且对企业竞争者的促销活动具有免疫能力
一个不满意的顾客会将不满意告诉16-20个人,而每一个被告知者会再传播给12-15个人。这样,一个不满意者会影响到二、三百人。在互联网普及的今天,其影响则更大。据美国汽车业的调查,一个满意者会引发8笔潜在的生意,其中至少有一笔会成交。而另一项调查表明,企业每增加5%的忠诚顾客,利润就会增长25%-95%。一个企业的80%的利润来自20%的忠诚顾客；而获取一个新顾客的成本是维持一个老顾客成本的6倍。所以,美国著名学者唐·佩珀斯指出:决定一个企业成功与否的关键不是市场份额,而是在于顾客份额。
As a result, enterprises have been through an extensive and detailed market research, direct contact with consumers, customer feedback, etc. to understand the reality in all aspects of customer needs and potential needs. Rely on the loyalty business sales satisfaction, service personnel, regular, comprehensive quantitative determination of customer satisfaction in order to accurately grasp the business with "customer satisfaction" the gap between objectives and priority areas, to further improve the business activities . Rely on the corporate culture of high affinity, highly efficient management and full human to make joint efforts to provide customers with high value-added products, high levels of family-like service to win customers changing and upgrading satisfaction, win more share many customers.
于是,企业纷纷通过广泛细致的市场调研、与消费者直接接触、顾客信息反馈等方式来
了解顾客在各方面的现实需求和潜在需求。依靠对企业满意忠诚的销售、服务人员,定期、定量地对顾客满意度进行综合测定,以便准确地把握企业经营中与“顾客满意”目标的差距
及其重点领域,从而进一步改善企业的经营活动。依靠高亲和力的企业文化、高效率的人文
管理和全员共同努力,不断地向顾客提供高附加值的产品,高水准的亲情般的服务,以赢得顾客不断变化和提升的满意度,赢得更多的顾客份额。
Such as Haier always put customer needs first, stand in the customer point of view of product development, design, personalized, humanized
useful products, from the pull-screen TVs to the latest release of "Taiwan does not blink of an eye for color TV", small hand rub a small child prodigy washing machine washing machines, small refrigerators Prince to "wisdom eye" inverter air conditioner, the system 17 hours from a "Mike freezer" to after-sale-stop star service to meet customer needs and both are provided to the satisfaction The value of products and services. Another example is Microsoft's products are focused on each of the world's most talented developers to introduce even better than the products customers want, while the formation of global sales of economy of scale, the lowest price. This is Microsoft's secret of success in 20 years.
如海尔始终把顾客需求放在第一位,站在顾客的角度考虑产品开发、设计,提供个性化、人性化实用产品,从拉幕式彩电到最新推出的“换台不晃眼彩电”,从小小神童洗衣机到手搓式洗衣机,从小王子冰箱到“智慧眼”变频空调,从17个小时制出“迈克冷柜”到售后一条龙星级服务,无一不是为满足顾客需求而提供的令其满意的超值产品和服务。又如微软的每一种产品都集中了世界上最优秀的开发人员,推出比顾客想要的还要好的产品,同时形成全球化销售的规模经济,把价格降到最低。而这正是微软20年来成功的秘决。
In summary, emotional consumer era, decided what kind of products and production management services to provide what the powers are not part of a business, it is consumers, measuring the value of enterprise efficiency and the existence of the decision shifts to the hands of customers, the enterprise should cater to the customer, value to satisfy customers in order to get as much as possible from the customer "money votes." The CS strategy is the magic weapon for winning such a vote.
综上所述,情感消费时代,决定生产经营何种产品和提供什么样服务的权力已不再属于企业,而是属于消费者,衡量企业效率以及存在价值的决定权转移到了顾客手中,企业应尽量迎合顾客,超值满足顾客,以尽可能地从顾客那里获得“货币选票”。而CS策略正是获取这种选票的制胜法宝。
Second, customer satisfaction, the main steps in marketing strategy
二、顾客满意营销策略的主要步骤
First, to establish the level of corporate culture customer-centric, customer interests first, and customer satisfaction as the goal of philosophy.
第一,在企业文化层面上确立以顾客为中心,顾客利益至上,以顾客满意为目标的经营理念。
CS theory in the customer refers to internal staff and external customers (including distributors, wholesalers, agents, the final consumer and raw material suppliers, partners, etc.), customer satisfaction, including staff and external customer satisfaction, customer loyalty is also However. Mechanism for business success is customer satisfaction with loyalty, employee satisfaction and customer loyalty are key personnel. Employees of the company's satisfaction and
loyalty are products and services for enterprise customers satisfaction and loyalty based on customer satisfaction and loyalty are the inevitable result of employee behavior. No employee satisfaction and loyalty, it is impossible to create satisfied customers to provide value products and services, the customer naturally dissatisfied and disloyal, away from the enterprise. When the employee satisfaction and loyalty with customers when the contact will be with great enthusiasm into their intellectual capital, creative customer service, and to timely detection of trends in customer demand, timely product and service value-added, firmly grasp live in the hearts of customers, to his satisfaction. FedEx found that when internal staff satisfaction rate to 85%, their customer satisfaction rate of 95%, and also very optimistic about corporate profits. Here determines the attitude of all employees.
CS理论中的顾客指的是内部员工和外部顾客(包括经销商、批发商、代理商、最终消费者和原材料供应商、合作者等),顾客满意包括员工和外部顾客的满意,顾客忠诚亦然。企业成功的机制在于顾客满意与忠诚,员工是顾客满意和忠诚的关键人员。员工对企业的满意度和忠诚度是顾客对企业产品和服务满意度和忠诚度的基础,顾客满意度和忠诚度是员工行为的必然结果。没有员工的满意与忠诚,就不可能创造出令顾客满意的产品和提供超值服务,顾客自然就不满意不忠诚,离企业而去。当员工满意与忠诚时就会在与顾客接触中以极大的热情投入自己的智力资本,创造性地为顾客服务,并能及时发现顾客需求动向,及时提升产品和服务的附加值,紧紧抓住顾客的心,令其满意。联邦快递发现,当内部员工满意率提高到85%时,他们的顾客满意率高达95%,且企业的利润也就十分乐观。在这里员工的态度决定着一切。
Therefore, companies must be customer satisfaction of business philosophy permeates the minds of staff, reflected in the management of employee loyalty to their R & D products, manufacture products, provide marketing services to satisfied customers. If nine birds, "the education of all employees receive customer-centric is the highest business principles. Customers are benefactor, a friend, a teacher, a customer gave us the opportunity to work, the value of work, fun and work significance of the work. We should sincerely thank from the heart to customers satisfaction is our aim, to create the most value for the customers of products and services is our highest goal. Under the guidance of this principle, would rather lose yourself can not lose customers has become a "nine bird" code of conduct for employees. so that customers are in the "9 First bird "consumption is a pleasure, is such a great pleasure. Customers to pay costs on an expected value their consumption, and consumers end up spending at its heart will have a standard evaluation to measure, if the value for money, he will come back later, such as value for money, he probably will come again; Otherwise, consumers will not come back. Therefore, "9 Bird" is to provide consumers value for money products and services. there is such a business philosophy of customer satisfaction under the guidance of marketing, "nine bird" fire in the capital is not difficult to understand.
因此,企业必须将顾客满意的经营理念渗透于员工的头脑中,体现在管理中,对员工忠诚,以他们研发产品、制造产品、提供营销服务令顾客满意。如九头鸟”,员工得到的教育是一切以顾客为中心是企业经营的最高原则。顾客是恩人,是朋友,是老师,是顾客给了我们工作的机会,工作的价值,工作的乐趣和工作的意义。我们应该发自内心地真诚地感谢顾客,顾客的满意就是我们的工作目标,为顾客创造最有价值的产品和服务是我们的最高目标。在此原则指导下,宁愿让自己吃亏不能让顾客吃亏已成为“九头鸟”员工的行为准则。让顾客感到在“九头鸟”消费是一种享受,是一种物超所值的享受。顾客在付出成本后,对自己的消费有一个期望值,而消费者最后得到的消费在其心中也会有一个评价的标准来衡量,如果物超所值,他以后就会再来,如物有所值,他以后可能会再来；否则,消费者将不会再来。所以,“九头鸟”的目的就是为消费者提供物超所值的产品和服务。有如此经营理念及其指导下的令顾客满意营销,“九头鸟”红火于京城就不难理解了。
Second, customers participate in product design and development.
第二,让顾客参与产品设计与研发。
Customer-centric company, through market segmentation, target a wide range of research to understand the public's needs and values, standing customer point of view of product development, design, personalized, personalized value-added products and services, is correct , but must allow users to join product design. Use of the Internet and CAD technology with customers to establish effective communication and information exchange, needs to grasp the customer information and customer value, to encourage a variety of information sources on the customer information database for timely updates. After analysis, the conclusion about the nature of customer needs, and to the enterprise customer demand information nature of various departments to share resources. This design products, provide customer satisfaction services. Now, many companies use a service called: "Product Configurator" system to help users with the participation of product design. That is stored in the computer where the latest information for all product modules, and replaced at any time, marketing personnel in the sales site on the Internet, according to user needs or user configuration with out it needs to meet their value products. Shanghai GM produces cars that operators and users are very satisfied, because users join the product design. Haier Whether it is for farmers in Sichuan production of washing machines to wash sweet potatoes, users in Shanghai production of "The Little Prince fridge", or change channels without dazzling color TV, Haier's "wisdom eye" inverter air conditioner, star-stop after-sales service, etc. are based on the needs of users, customers participate in product design incorporates the recommendations of the design and development of customer satisfaction in the rich humanity of the value of goods and services, naturally, won more hearts and minds of customers.
企业以顾客为中心,经过市场细分,广泛的调研了解目标公众的需求和价值,站在顾客的角度考虑产品开发、设计,提供个性化、人性化的高附加值的产品和服务,是正确的,但必须让
用户一起参与产品设计。利用互联网和CAD技术与顾客建立有效的沟通和信息交流,及时掌握顾客的各种需求信息和顾客价值,鼓励各种信息来源渠道对顾客信息库进行及时的更新。经
过分析、总结,了解顾客的本质需求,并使顾客本质需求信息成为企业各个部门的共享资源。以此设计产品,提供令顾客满意的服务。现在,许多公司采用一种名为:“产品配置器”的系统来帮助用户一起参与产品设计。即在计算机里存放了所有产品模块的最新信息,并随时更换,营销人员在销售现场通过因特网,根据用户需要或与用户一起配置出其所需要的能满足其价
值的产品。上海通用公司生产的汽车令经营商和用户非常满意,就是因为让用户一起参与了产品的设计。而海尔无论是为四川农民生产的能洗地瓜的洗衣机,为上海用户生产的“小王子冰箱”,还是换台不晃眼的彩电,海尔的“智慧眼”变频空调,星级一条龙售后服务等,都是依
据用户的需要,吸收了顾客参与产品设计的建议,而设计开发的令顾客满意的富有人性化的超值商品和服务,自然就赢得了更多顾客的芳心。
Third, to provide a full service customer satisfaction and personalized service.
第三,提供令顾客满意的全程服务和个性服务。
Full service is for customers shopping and consumption carried out by every aspect of the services detailed and deep, the heart of the service. Full service is the consumer desire for consumption from the moment of production value of goods run out of play until the whole process, with care to consumers, so consumers are closely linked with their brands so that consumers enjoy the culture, enjoy the service experience concept was to benefit consumers willingly your products or services, consumers at every level are fully satisfied, and to win customer loyalty. Sales stage --- to ensure that customers receive timely and quality services to, participation in training pre-consultation, transfer knowledge and information, create shopping needs, so customers rational choice, practical help customers buy their own niche products; sale support the provision of convenient to maximize play product features, customers appreciate the warmth and value; feedback re-sale value-added services, allowing customers to feel the warmth and truth. If a woman bought a Haier air conditioning, home run pulled the driver on his way to be black heart, and Haier was informed immediately after the woman free to send a new Haier air conditioning, and decided after the delivery place. Inner Mongolia, the home of a user due to fire, will burn just bought the Haier refrigerators, Haier access services from the computer after power found in the user details of the network address, sent by the car arrived in 4 days to fix their refrigerator. This value must win the customer service satisfaction over expectations.
全程服务是针对顾客的购物与消费每一环节所进行的细致而又深入的服务,心的服务。
全程服务就是消费者从产生消费欲望那一刻起到商品使用价值耗尽为止的整个过程,对消费者的细心呵护,使消费者与自己的品牌紧密相连,让消费者享受文化、享受服务、感受理念、感到受益,心甘情愿地消费你的产品或服务,令消费者在每一个层面都感到完全满意,并能赢得客户的忠诚。销售阶段———保证顾客得到必须及时优质的服务,售前咨询培训参与,传递
知识信息,创造购物需求,令顾客理性选择,帮助顾客购买自己实用称心的商品；售中支持提供
方便,最大限度地发挥商品功能,让顾客体味到温情和价值；售后增值反馈回访服务,使顾客感
受到温馨和真情。如一老太太买的海尔空调,回家途中被黑心司机拉跑了,海尔得知后,立即免
费给老太太送去一台海尔新空调,并决定以后送货到位。内蒙一用户因家中失火,将刚买的海尔冰箱烧坏,海尔接电后从计算机服务网络中查到该用户详细住址,派专人专车用4天时间赶到为其修好冰箱。这种超值服务必然赢得顾客超期望值的满意。
In today's era of emotional consumption, the pursuit of "Heart of satisfaction and a sense of fulfillment" of goods, is highly personalized value-added value goods, the pursuit of values and awareness of diversity, individuality, and intangible satisfaction. Therefore, enterprises will no longer put attention to all the general needs of different consumers, we should pursue different personality for consumers, tailor, design and development of enterprise products and services to meet the individual and the diversity of today's consumer trends. Propensity to consume the face of increasingly complex, enterprises must manage customer demand for personalized marketing, the key lies in establishing a customer database and customer information feedback system for customer relationship management, continued to collect understanding of consumer needs and preferences change, and new expectations of the business to better provide customers with personalized service.
在如今情感消费时代,人们追求“心的满足感和充实感”的商品,是高附加值极富个性化价值的商品,追求价值观和意识多元化、个性化和无形的满足感。因此,企业不再将注意力投入于全体消费者的一般需求差异上,应针对追求各异的个性消费者,量体裁衣,设计并开发企业的产品及服务项目,以适应当今个性化和多样化的消费趋势。面对越来越复杂的消费倾向,企业要驾驭顾客需求,进行个性化营销,关键在于建立顾客资料库与顾客信息反馈系统,进行客户关系管理,不断收集了解消费者的要求和偏好的变化,以及对企业新的期望,以便更好地为顾客提供个性化服务。
Fourth, foster customer loyalty.
第四,培育顾客忠诚。
In the restaurant industry, customer satisfaction in the brand switching, the proportion is as high as 60% to 80%. This indicates that satisfied customers become loyal customers do not necessarily. 80% of the profits of an enterprise from 20% of customer loyalty, marketing, customer Aracature Corp.'s President, Larry Light said in Advertising Age magazine, from the loyal customers who return a non-loyal customers are 9 times. Wal-Mart has been able to continue to grow as 500 Boss, simply because it is the management capacity to attract customer loyalty.
在餐饮业,满意顾客中品牌转换者的比例竟高达60%到80%。这说明满意的顾客并不一定能成为忠诚顾客。而一个企业80%的利润来自20%的忠诚顾客,营销顾客集Aracature Corp.的总裁Larry Light在Advertising Age杂志上说,从忠诚顾客身上得到的收益是非忠诚顾客的9倍。沃尔玛之所以能够持续增长成为500强的老大,根本原因在于它吸引客户忠诚的经营能力。
Customer loyalty is perceived from the customer, delivered through the two-way communication between the value and the relationship is hard to provide value through business products or services obtained. For customer loyalty, companies must have top management commitment and unremitting financial support to enterprises to define customer loyalty, understand customer needs is what formed what are the reasons they leave, who bought the product, Why? awareness and create customer loyalty incentives. Cultivate customer loyalty marketing in two ways: 顾客忠诚是来自顾客感受到的、通过双向沟通所传递的价值和相互关系,是通过企业不懈地提供超值产品或服务而取得的。要使顾客忠诚,企业最高管理层必须有长期不懈的决心和资金支持,对企业的忠诚顾客进行界定,了解顾客的需求是怎样形成的,他们离去的原因是什么,买了谁的产品,为什么?认识并创建顾客忠诚的激励因素。培育忠诚顾客的营销方法有两种:
First, we should properly solve customer complaints. As long as the proper handling of customer complaints, the 82% of the customers will buy products again. Proper handling of customer complaints, the requirement to establish a good business humanized "complained management" system. First, establish a "customer complained, is the best gift for business, enterprise management to improve good" concept; Second, enterprises must establish effective policies and institutions dealing with grievances and staff training, proper treatment of customers complained, standing customer approach to customer complained of the problem; third, dealing with customer departments to rotate so that each business unit is able to understand customer satisfaction, and obtain experience in handling customer complain; Fourth, the establishment of all customers complained that the database for timely treatment and prevent public relations crisis.
一是要妥善解决顾客的抱怨。只要妥善地处理顾客报怨,82%的顾客会再度购买商品。妥善处理顾客报怨,要求企业确立一套良好的人性化的“报怨管理”制度。第一,树立“顾客的报怨,是给企业最好的礼物,对改善企业的经营管理有好处”的观念；第二,企业必须确立有效的报怨处理政策和制度,并训练员工,正确对待顾客报怨,站在顾客的角度处理顾客报怨的问题；第三,处理顾客的部门要轮换,以便各业务单位都能及时了解顾客的满意度,并获得处理顾客报怨的经验；第四,建立所有顾客报怨资料库,以便及时处理并防止公关危机的发生。
Second, build up customer loyalty database. Tracked only through the analysis of the database in order to know exactly what enterprise customers have a share of increase in number, how long a certain share. Customer loyalty is the core of the database relational database, which consists of a series of records of marketing programs composed of different aspects of sub-libraries. Loyal customer database, you can offer premium services for staff in a timely manner the information required; to collect all the relevant details with customers to create
the conditions; strengthen ties with customers quickly; for the development of new products and create the conditions for the provision of new services; and customers long-term interactive two-way communication to provide potential demand, and may have thought it meet their expectations of non-think of the value of the products or services.
二是建立忠诚顾客数据库。只有通过数据库进行跟踪调查分析,才能确切知道企业拥有的顾客份额会增加多少,达到某一份额需要多久。忠诚顾客数据库的核心是关联数据库,它由一系列记录营销项目不同侧面的子库组成。忠诚顾客数据库,可以为员工及时提供超值服务所需的资料；为收集所有与顾客有关的细节资料创造条件；强化同顾客的快捷联系；为开发新产品和提供新的服务创造条件；与顾客进行长期互动的双向沟通,以便为其提供潜在需求的、似曾想到又非想到的满足其期望价值的产品或服务。
中英文对照版合同翻译样本
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常--Chiong 车--Che 陈--Chen/Chan/Tan 成/程--Cheng 池--Chi 褚/楚--Chu 淳于--Chwen-yu D: 戴/代--Day/Tai 邓--Teng/Tang/Tung 狄--Ti 刁--Tiao 丁--Ting/T 董/东--Tung/Tong 窦--Tou 杜--To/Du/Too 段--Tuan 端木--Duan-mu 东郭--Tung-kuo 东方--Tung-fang E: F: 范/樊--Fan/Van 房/方--Fang 费--Fei 冯/凤/封--Fung/Fong 符/傅--Fu/Foo G: 盖--Kai 甘--Kan 高/郜--Gao/Kao 葛--Keh 耿--Keng 弓/宫/龚/恭--Kung 勾--Kou 古/谷/顾--Ku/Koo 桂--Kwei
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常见英文合同翻译与详解
常见英文合同翻译与详解
引子:鉴于现在对外交流事例逐渐增多,英文合同特别是经济合同的翻译愈显重要,若译文不准确或不严谨,势必会引起不必要的经济纠纷.故今以一英文(经济)合同写作书籍为蓝本,录入一些有益文字,希望大家共同提高英文(经济)合同的翻译和写作。 合同文件是合同双方签订并必须遵守的法律文件,因此合同中的语言应体现其权威性.英文合同用语的特点之一就表现在用词上,即选择那些法律用词,以及正式用词,使合同表达的意思准确无误,达到双方对合同中使用的词无可争议的程度。 一.hereby 英文释义:by means of , by reason of this 中文译词:特此,因此,兹 用法:常用于法律文件、合同、协议书等正式文件的开头语；在条款中需要强调时也可用。 语法：一般置于主语后,紧邻主语. 例1： The Employer hereby covenants to pay the Contractor in consideration of the execution and co mpletion of the Works and the remedying of defects therein the Contract Price or such other s um as may become payable under the provisions of the Contract at the time and in the manne r prescribed by the Contract. 参考译文: 业主特此立约保证在合同规定的期限内,按合同规定的方式向承包人支付合同价,或合同规定的其它应支付的款项,以作为本工程施工、竣工及修补工程中缺陷的报酬。 注释: (1)hereby: by reason of this 特此 (2)covenant: v. make a formal agreement 立约,签订合同、条约; n. legal agreement具有法律约束的正式合同 (3)completion of the Works: 工程的竣工 (4)therein: in the Works在本工程中 (5)the Contract Price: 合同总价,指工程的总造价 (6)such...as: 关系代词,相当于that, which (7)under: in accordance with 根据,按照 (8)the provisions of the Contract: terms and conditions of the Contract合同条款 例2： We hereby certify to the best of our knowledge that the foregoing statement is true and correc t and all available information and data have been supplied herein, and that we agree to provi de documentary proof upon your request. 注释： （1）hereby：特此 （2）to the best of our knowledge：as far as we know据我们所知 （3）foregoing statement：above-mentioned statement上述声明 （4）herein：in this, in the statement在声明中 （5）documentary proof：证明文件 参考译文： 特此证明，据我们所知，上述声明内容真实，正确无误，并提供了全部现有的资料和数据，我们同意，
胡壮麟语言学术语英汉对照翻译表-(1)(DOC)
胡壮麟语言学术语英汉对照翻译表 1. 语言的普遍特征： 任意性arbitrariness 双层结构duality 既由声音和意义结构 多产性productivity 移位性displacement:我们能用语言可以表达许多不在场的东西 文化传播性cultural transmission 2。语言的功能： 传达信息功能informative 人济功能：interpersonal 行事功能：Performative 表情功能：Emotive 寒暄功能：Phatic 娱乐功能recreatinal 元语言功能metalingual 3. 语言学linguistics：包括六个分支 语音学Phonetics 音位学phonology 形态学Morphology 句法学syntax 语义学semantics 语用学pragmatics 4. 现代结构主义语言学创始人：Ferdinand de saussure 提出语言学中最重要的概念对之一：语言与言语language and parole ，语言之语言系统的整体，言语则只待某个个体在实际语言使用环境中说出的具体话语 5. 语法创始人：Noam Chomsky 提出概念语言能力与语言运用competence and performance 1. Which of the following statements can be used to describe displacement. one of the unique properties of language: a. we can easily teach our children to learn a certain language b. we can use both 'shu' and 'tree' to describe the same thing. c. we can u se language to refer to something not present d. we can produce sentences that have never been heard befor e. 2.What is the most important function of language? a. interpersonal b. phatic c. informative d.metallingual 3.The function of the sentence "A nice day, isn't it ?"is __ a informative b. phatic c. directive d. performative
英文翻译工具
五分钟搞定5000字－外文文献翻译【你想要的工具都在这里】 五分钟搞定5000字－外文文献翻译 工具大全https://www.sodocs.net/doc/6f15252123.html,/node/2151 在科研过程中阅读翻译外文文献是一个非常重要的环节，许多领域高水平的文献都是外文文献，借鉴一些外文文献翻译的经验是非常必要的。由于特殊原因我翻译外文文献的机会比较多，慢慢地就发现了外文文献翻译过程中的三大利器：G oogle“翻译”频道、金山词霸（完整版本）和CNKI“翻译助手"。 具体操作过程如下： 1.先打开金山词霸自动取词功能，然后阅读文献； 2.遇到无法理解的长句时，可以交给Google处理，处理后的结果猛一看，不堪入目，可是经过大脑的再处理后句子的意思基本就明了了； 3.如果通过Google仍然无法理解，感觉就是不同，那肯定是对其中某个“常用单词”理解有误，因为某些单词看似很简单，但是在文献中有特殊的意思，这时就可以通过CNKI的“翻译助手”来查询相关单词的意思，由于CNKI的单词意思都是来源与大量的文献，所以它的吻合率很高。
另外，在翻译过程中最好以“段落”或者“长句”作为翻译的基本单位，这样才不会造成“只见树木，不见森林”的误导。 注： 1、Google翻译：https://www.sodocs.net/doc/6f15252123.html,/language_tools google，众所周知，谷歌里面的英文文献和资料还算是比较详实的。我利用它是这样的。一方面可以用它查询英文论文，当然这方面的帖子很多，大家可以搜索，在此不赘述。回到我自己说的翻译上来。下面给大家举个例子来说明如何用吧 比如说“电磁感应透明效应”这个词汇你不知道他怎么翻译， 首先你可以在CNKI里查中文的，根据它们的关键词中英文对照来做，一般比较准确。 在此主要是说在google里怎么知道这个翻译意思。大家应该都有词典吧，按中国人的办法，把一个一个词分着查出来，敲到google里，你的这种翻译一般不太准，当然你需要验证是否准确了，这下看着吧，把你的那支离破碎的翻译在google里搜索，你能看到许多相关的文献或资料，大家都不是笨蛋，看看，也就能找到最精确的翻译了，纯西式的！我就是这么用的。 2、CNKI翻译：https://www.sodocs.net/doc/6f15252123.html, CNKI翻译助手，这个网站不需要介绍太多，可能有些人也知道的。主要说说它的有点，你进去看看就能发现：搜索的肯定是专业词汇，而且它翻译结果下面有文章与之对应（因为它是CNKI检索提供的，它的翻译是从文献里抽出来的），很实用的一个网站。估计别的写文章的人不是傻子吧，它们的东西我们可以直接
英文合同翻译固定搭配
英文合同翻译： (1)hereby: by reason of this 特此 (2)covenant: v. make a formal agreement 立约,签订合同、条约; n. legal agreement具有法律约束的正式合同 (3)completion of the Works: 工程的竣工 (4)therein: in the Works在本工程中 (5)the Contract Price: 合同总价,指工程的总造价 (6)such...as: 关系代词,相当于that, which (7)under: in accordance with 根据,按照 (8)the provisions of the Contract: terms and conditions of the Contract合同条款 （1）hereby：特此 （2）to the best of our knowledge：as far as we know据我们所知 （3）foregoing statement：above-mentioned statement上述声明 （4）herein：in this, in the statement在声明中 （5）documentary proof：证明文件 （1）hereby：特此 （2）hereinafter referred to as Party A：以下称甲方 （3）on the principle of equality and mutual benefit：在平等互利基础上 （4）through amicable consultation：通过友好协商 （1）this agreement is hereby made and entered into：特此订立本协议 在法律文件中表示“订立本协议”可用以下4个动词：sign (make, conclude or enter into) this agreement, 按照同义词连用的写作特点，可用上述4个动词中的两个来表示）。 （2）hereinafter referred to as Party B：以下简称乙方 （1） Whether the custom of the Port is contrary to this Clause or not：不论港口习惯是否与本款规定相反，whether… or not：不论……是否 （2） the owner of the goods：货方 （3） without interruption：无间断地 （4） carrier：承运人 （5） in default on the provisions hereof：违反本款规定 hereof：of this Clause （1） foreign trade dealers：对外贸易经营者 （2） as mentioned in this Law：本法所称 （3） the provisions hereof：the provisions of this Law 本法规定 （4） legal entity：法人 （5） be engaged in foreign trade dealings：从事对外贸易经营活动 （1）a limited liability company：有限责任公司 （2）a company limited by shares：股份有限公司 （3）provisions hereof：本法规定 hereof: of this Law （4）may be registered as：登记为 （1） as a result of withdrawal or any other reasons：回避或者其它原因 （2） arbitrator：仲裁员
纺织品专业词汇翻译中英文对照表
纺织品专业词汇翻译中英文对照表纺织品[转]纺织品专业词汇翻译中英文对照表纺织品Braided Fabric 编织物 Deformation 变形；走样 Fast Colours 不褪色；色泽牢固 Punch Work 抽绣 Embroidery 刺绣品 Acetate Fibre 醋酯纤维 Hemp 大麻 Damp Proof 防潮 Sanforizing, Pre-Shrunk 防缩 Textiles 纺织品 Crochet 钩编编织物 Gloss, Lustre 光泽 Synthetic Fibre 合成纤维 Chemical Fibre 化学纤维 Jute 黄麻 Gunny Cloth (Bag) 黄麻布（袋） Mixture Fabric, Blend Fabric 混纺织物Woven Fabric 机织织物 Spun Silk 绢丝 Linen 麻织物 Woolen Fabrics 毛织物（品） Cotton Textiles 棉纺织品 Cotton Velvet 棉绒 Cotton Fabrics 棉织物（品） Non-Crushable 耐绉的 Viscose Acetal Fibre 黏胶纤维Matching, Colour Combinations 配色Rayon Fabrics 人造丝织物 Artificial Fibre 人造纤维 Crewel Work 绒线刺绣 Mulberry Silk 桑蚕丝, 家蚕丝 Silk Fabrics 丝织物 Silk Spinning 丝纺 Linen Cambric 手帕亚麻纱 Plain 素色 Figured Silk 提花丝织物 Jacquard 提花织物 Applique Embroidery 贴花刺绣Discolourization 褪色 Mesh Fabric 网眼织物 Bondedfibre Fabric 无纺织物
船舶买卖合同中英文对照版
THE PARTY B ” THE PARTY 船舶买卖合同翻译（范文） marks 2008 SHIPBUILDING CONTRACT 船舶建造合同 DATE: BUYER: ************* (HERE AFTER CALLED THE PARTY A ” 船东：************** (以下简称甲方) BULDER:*************** (HERE AFTER CALLED ADD/地址: IMPORT &EXPORT AGENCY: ****************(HE RE AFTER CALLED C ”AS THE AGENCY OF THE SHIPYARD 进出口代理方： **************** （以下简称丙方）作为 ************的出口代理方 ADD/地址: ******************** 船厂: ************* **** （以下简称乙方）
ADD/ 地址.************************ THIS AGREEMENT IS MADE BY BOTH ******AND ******** 。WHEREAS, THE PARTY A DESIRES TO BUILD A ZC CLASS BULK CARRIER VESSELS OF ****TON (HERE IN AFTER CALLED THE SHIP ”IN CHINA AND ENTRUSTS THE CONSTRUCTION TO THE PARTY B AGREES TO UNDERTAKE THE CONSTRUCTION OF THE SHIP. :******因为公司发展需要，委托********建造一艘ZC级****吨散货船1艘，经过双方友好协商，达成如下共识。特签订如下船舶建造合同，以资双方共同遵守： 1. SHIP BUILDING CONTENT 工程内容： THE SHIP SHALL BE USED BOTH AS A ZC LEVELS ****TON BULK CARRIER BASED ON THE DIMENSION AS SHOWN BELOW: 甲方委托乙方建造一艘ZC级****T散货船1艘，每台主尺度如下： LOA: M 总长：米 BREADTH: M
公司章程翻译中英文对照
……公司章程ARTICLES OF ASSOCIATION of ……CO., LIMITED
……公司章程 ARTICLES OF ASSOCIATION OF ……CO., LIMITED 根据《中华人民共和国公司法》（以下简称《公司法》）及其他有关法律、行政法规的规定，特制定本章程。 In accordance with the PRC Company Law (hereinafter referred to as the "Company Law") and other relevant laws and regulations, these articles of association are hereby formulated. 第一章公司名称和住所 CHAPTER 1 The Name and Domicile of the Company 第一条公司名称： Article 1 The name of the Company is 第二条公司住所： Article 2 The domicile of the Company is 第二章公司经营范围 CHAPTER 2 Business Scope of the Company
第三条公司经营范围： Article 3 The business scope of the Company is (subject to approval in business license and the Administration for Industry and Commerce ) -------- 第三章公司注册资本 CHAPTER 3 The Registered Capital of the Company 第四条公司注册资本：人民币---万元。公司增加、减少及转让注册资本，由股东做 出决定。公司减少注册资本，还应当自做出决定之日起十日内通知债权人，并于三十 日内在报纸上至少公告一次，减资后的注册资本不得低于法律规定的最低限额。公司 变更注册资本应依法向登记机关办理变更登记手续。 Article 4 The registered capital of the Company is------ RMB. Resolutions on the increase, reduction or transfer of the Company's registered capital shall be made by the shareholers. The Company may reduce its registered capital according to the regulations set in these Articles of Association. Where such reduction of capital occurs, the Company shall inform its creditors of the reduction of registered capital within ten (10) days following the date on which the reduction resolution is adopted, and make at least one announcement regarding the reduction in a newspaper within thirty (30) days. After the reduction, the registered capital of the Company shall not be less than the statutory minimum limit. It shall apply