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9个月后的某一天,你被从母体中驱逐出来,你将永远呆在外面。从此你便渴望:永远的伴随时至今日,大多数公司认识到花大钱吸引新顾客比留住老顾客更耗费金钱。但在商战与价格大战日趋激烈的今天,懂得如何保住老顾客的公司又是凤毛麟角。公司能否赢得忠诚?怎样才能使顾客忠诚?什么会使公司失去忠诚呢?为了找到这些答案,1995年秋,美国模式研究小组对加拿大信托公司、肯尼迪宇航中心、麦道公司及瑞兹·卡尔顿饭店等九家公司进行了一项忠诚研究
One day after 9 months, you are expelled from the mother and you will stay outside forever. Since then you’ve longed for: Forever, ever since, most companies have realized that spending big money to attract new customers is more expensive than keeping old customers. However, in today’s increasingly fierce business wars and price wars, companies that know how to keep old customers are rare. Can the company win loyalty? How can we make customers loyal? What will make the company lose its loyalty? To find these answers, in the fall of 1995, the American model research team of the Canadian Trust Company, Kennedy Space Center, McDonnell Douglas and Reid Carlton Nine companies in the hotel conducted a loyal study