客戶忠誠類型及其案例課件

客戶忠誠類型.目錄1.壟斷忠誠2.親緣忠誠3.利益忠誠4.情性忠誠5.信賴忠誠6.潛在忠誠.壟斷忠誠含義：企業(yè)或者產(chǎn)品在行業(yè)中處于壟斷地位，消費者無論滿意與否，只能長期使用這些企業(yè)的產(chǎn)品或服務(wù)。例子：1.我們城市居民喝的自來水2.我們用的電力服務(wù)等3.還有我們學(xué)校用的電信移動等行業(yè).親緣忠誠含義：企業(yè)的員工甚至員工的親屬因為忠誠于企業(yè)所以忠誠于企業(yè)的產(chǎn)品。例子：1.假如該公司生產(chǎn)的汽車是福特，那么企業(yè)的員工或親屬大多會選擇這類汽車2.如果是電信公司，他們的員工會使用電信.利益忠誠含義：這種忠誠源自于企業(yè)給予的額外的利益，例子：1.價格刺激、促銷活動2.雙十一的到來絕對是一種價格刺激.情性忠誠含義：有些客戶出于方便或者因為情性會長時間保持一種忠誠。例子：1.網(wǎng)上購物的興起2.很多人會固定的光臨一些大型超市.信賴忠誠含義：客戶對產(chǎn)品或者服務(wù)滿意，并逐漸建立一種信賴關(guān)系，隨著時間的推移這種信賴就成為了一種忠誠，且持續(xù)性高例子：1.在眾多的手機中蘋果手機被人們所喜愛，從iphone4s到5s都被當(dāng)代人所追捧，產(chǎn)品質(zhì)量好高科技，人們希望蘋果公司在創(chuàng)新。.潛在忠誠含義：是指客戶雖然擁有但還沒有表現(xiàn)出來的忠誠。.ContentsClicktoaddtitleinhereClicktoaddtitleinhereClicktoaddtitleinhereClicktoaddtitleinhere4123ThemeGalleryisaDesignDigitalContent&ContentsmalldevelopedbyGuildDesignInc..HotTip

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