người tham gia hài lòng maror của bạn rất hài lòng". khách hàng rất hài lòng là khả năng bạn có thể thấy, mỗi lặp lại kinh doanh với bạn, nhưng mức độ xây dựng dựa trên mức độ hài lòng rất chín muồi để được trước khi. Nếu không có những người ủng hộ inicustomer chất lượng. giao dịch tial, | 40 Customer Relationship Management rSjyijffSkX Poinsettias in March When you re in an environment every day it s easy to lose no longer notice it until someone or something brings it to your attention. Kristin recalls making this point at a hospital in the Midwest. She was interrupted when a woman near the back of the room let out a loud Oh my gosh and started laughing. I just got it she explained. This morning I came here through the front door not the employee door because I wanted to see my mom who just had surgery. It s March and there are two dead poinsettias in the entryway left over from the holidays. I didn t realize until just now we ask patients to trust us with their lives when we can t even notice when a plant is dead. Look around your service environment with the eyes of a customer and you too may be amazed at what you see. the furniture. Stand in line. Log on. Experience it the way your customers do. Key 3 Capture the Opportunity. Every Level 1 transaction is a customer who may move to Level 2 or 3. You need to capture information that will allow you to invite this customer back for another visit. Without a focus on capturing the opportunity employees may begin to see customers as replaceable when one goes away another comes to fill the space. It s always dangerous to take customers for granted. Managing for Repeat Business Level 2 of the profile represents repeat business. This is where most organizations make their greatest profit. If you manage an internal service group or a non-profit organization this is where you will traditionally prove the most value to your stakeholders. It s helpful to look at managing repeat business from two perspectives. The first is individual customers who make multiple purchases with you over time. This could describe a financial services client purchasing stocks bonds and other investment vehicles. Or a loyal retail customer. Or even an .
