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When consumers buy products, the brand is one of the standard tool. The brand allows consumers to make purchasing decisions based on the trust of producers or retailers. Known much more of the brand, consumers can quickly determine those products to meet their needs, and which products cannot. The brand can reduce the level of consumer concerns, so the analysis from the point of view of economics, brand help to reduce the search costs of the products which consumers like.
Customer loyalty is actually a kind of persistent customer behavior, customer loyalty refers to the extent of the loyalty to the brand. Customer loyalty has two forms, one is the consumers' own wishes to be loyal to the brand, the other is the customer behavior. General enterprises often easy confused with this two forms, actually, this two forms are totally different. In fact, the first form does not has a direct influence on corporate value, while the other form is very valuable for the enterprise. The reason is very simple, if customer only has wishes, without action, this does not make sense for businesses. Enterprises can promote customers’ willingness to let them buy the products, and Continuously seeks ways to maximise revenues and profits by cross selling and up-selling other facilities and service.
客户满意度和客户忠诚度有着密切的关系，一般来说，能够顾客满意，只有当达到一定的水平才可以或者可能实现。
There have close relationship between customer satisfaction and customer loyalty, generally, only when the satisfaction of the customers reach a certain level, the customer will have the wishes of loyalty to the brand. When this satisfaction has been further enhanced, customers will produce consumers’ loyal behavior to the brand. On the other hand, if a business is only to enhance customer satisfaction and customer loyalty has not changed, that the improvement of customer satisfaction is not meaningful.

有些企业普遍认为，只有赢得客户的忠诚度，企业将获得更多的钱，所以在发展客户忠诚度上，企业花了很多钱。
Some enterprises it is widely believed that only to win the loyalty of customers, enterprises will earn much more money, so enterprises spend a lot of money on developing customer loyalty. On the face of it，the higher customer satisfaction, and customer loyalty the better. But the facts are not as they wish, "Harvard Business Review" (Werner Reinartz &V. Kumar, 2002) research shows that: customer satisfaction, customer loyalty and customer profitability correlation among them is much smaller than expected. Enterprises should subdivide loyal customers, to organize implementation of assorted management depend on the subdivided consumers and to take corresponding countermeasures. In this paper, the author, Mainly divided loyal consumers into four categories: "Butterflies", "True friends", "strangers “and" barnacles ". Enterprises can take corresponding countermeasures should be based on the circumstances of each category. Management who make profits but not the loyal customers " Butterflies”, the key is to make profit as much as possible from them when they shopping. For those kinds who are profitable and loyal customers "true friends", take good care of them is more appropriate. "Barnacles" As for those who have customer loyalty but cannot make profit, all we need to do is to determine wheth