客户忠诚类型及其案例.ppt

客户忠诚类型 目录 1 垄断忠诚2 亲缘忠诚3 利益忠诚4 情性忠诚5 信赖忠诚6 潜在忠诚 垄断忠诚 含义 企业或者产品在行业中处于垄断地位 消费者无论满意与否 只能长期使用这些企业的产品或服务 例子 1 我们城市居民喝的自来水2 我们用的电力服务等3 还有我们学校用的电信移动等行业 亲缘忠诚 含义 企业的员工甚至员工的亲属因为忠诚于企业所以忠诚于企业的产品 例子 1 假如该公司生产的汽车是福特 那么企业的员工或亲属大多会选择这类汽车2 如果是电信公司 他们的员工会使用电信 利益忠诚 含义 这种忠诚源自于企业给予的额外的利益 例子 1 价格刺激 促销活动2 双十一的到来绝对是一种价格刺激 情性忠诚 含义 有些客户出于方便或者因为情性会长时间保持一种忠诚 例子 1 网上购物的兴起2 很多人会固定的光临一些大型超市 信赖忠诚 含义 客户对产品或者服务满意 并逐渐建立一种信赖关系 随着时间的推移这种信赖就成为了一种忠诚 且持续性高例子 1 在众多的手机中苹果手机被人们所喜爱 从iphone4s到5s都被当代人所追捧 产品质量好高科技 人们希望苹果公司在创新 潜在忠诚 含义 是指客户虽然拥有但还没有表现出来的忠诚 Contents Clicktoaddtitleinhere Clicktoaddtitleinhere Clicktoaddtitleinhere Clicktoaddtitleinhere 4 1 2 3 ThemeGalleryisaDesignDigitalContent ContentsmalldevelopedbyGuildDesignInc HotTip HowdoIincorporatemylogotoaslidethatwillapplytoalltheotherslides Onthe View menu pointto Master andthenclick SlideMaster or NotesMaster Changeimagestotheoneyoulike thenitwillapplytoalltheotherslides Imageinformationinproduct Image Notetocustomers 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