客戶忠誠(chéng)類型及其案例課件

客戶忠誠(chéng)類型.目錄1.壟斷忠誠(chéng)2.親緣忠誠(chéng)3.利益忠誠(chéng)4.情性忠誠(chéng)5.信賴忠誠(chéng)6.潛在忠誠(chéng).壟斷忠誠(chéng)含義：企業(yè)或者產(chǎn)品在行業(yè)中處于壟斷地位，消費(fèi)者無(wú)論滿意與否，只能長(zhǎng)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(lái)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(dòng)等行業(yè).親緣忠誠(chéng)含義：企業(yè)的員工甚至員工的親屬因?yàn)橹艺\(chéng)于企業(yè)所以忠誠(chéng)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(huì)選擇這類汽車2.如果是電信公司，他們的員工會(huì)使用電信.利益忠誠(chéng)含義：這種忠誠(chéng)源自于企業(yè)給予的額外的利益，例子：1.價(jià)格刺激、促銷活動(dòng)2.雙十一的到來(lái)絕對(duì)是一種價(jià)格刺激.情性忠誠(chéng)含義：有些客戶出于方便或者因?yàn)榍樾詴?huì)長(zhǎng)時(shí)間保持一種忠誠(chéng)。例子：1.網(wǎng)上購(gòu)物的興起2.很多人會(huì)固定的光臨一些大型超市.信賴忠誠(chéng)含義：客戶對(duì)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(shí)間的推移這種信賴就成為了一種忠誠(chéng)，且持續(xù)性高例子：1.在眾多的手機(jī)中蘋果手機(jī)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(chéng)含義：是指客戶雖然擁有但還沒有表現(xiàn)出來(lái)的忠誠(chéng)。.ContentsClicktoaddtitleinhereClicktoaddtitleinhereClicktoaddtitleinhereClicktoaddtitleinhere4123ThemeGalleryisaDesignDigitalContent&ContentsmalldevelopedbyGuildDesignInc..HotTip

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