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La fidelizzazione del cliente

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La fidelizzazione del cliente come strategia e filosofia aziendale

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  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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La fidelizzazione del cliente

  1. 1. FIDELIZZARE IL CLIENTE www.kaleidoscomunicazione.itwww.kaleidoscomunicazione.it
  2. 2. PERCHE’ FIDELIZZARE Sia a livello aziendale complessivo che finanziario questo tipo di gestione della clientela porta a 3 vantaggi fondamentali. • ROI (Return On Investment) superiore all’acquisizione di nuovi clienti. • Maggior profittabilità. Mark up superiore rispetto agli spot • Flusso di Reddito stabile nel tempo. Avere un ROI più alto significa che l’azienda sta attuando una ottima politica di marketing, fidelizzazione e di “economie di scala”.www.kaleidoscomunicazione.it
  3. 3. IL NOSTRO PATRIMONIO • Il grande patrimonio aziendale, è il cliente, e la strategia vincente delle Aziende che vogliono restare sul mercato è quella di porre il cliente allapice della piramide aziendale e indirizzare le forze aziendali verso la sua massima soddisfazione. • Lobiettivo sacro nellottica della Qualità è quello di saper mantenere la propria clientela attraverso unineccepibile qualità dei propri prodotti, dei servizi, della relazione.www.kaleidoscomunicazione.it
  4. 4. DOVE SONO I CLIENTI? + mercenari apostoli Livello di soddisfazione terroristi ostaggi - - Tasso di fedeltà +www.kaleidoscomunicazione.it
  5. 5. LA REDDITIVITA’ DEL CLIENTEwww.kaleidoscomunicazione.it
  6. 6. La comune cultura di Marketing sembra molto più orientata allacquisizione di nuovi clienti che non al mantenimento di quelli preesistenti. 1. È PIÙ DIFFICILE ACQUISIRE UN CLIENTE O MANTENERNE UNO GIÀ ESISTENTE ? 2. QUALI SONO I LORO COSTI ? 3. QUALI SONO LE VOSTRE STRATEGIE DI MANTENIMENTO DEI CLIENTI ACQUISITI ?www.kaleidoscomunicazione.it
  7. 7. CONQUISTARE UN NUOVO CLIENTE COSTA SEI VOLTE DI PIÙ CHE MANTENERE UN CLIENTE PREESISTENTE Spesso le Aziende puntano tutto sulle strategie di acquisizione della clientela, attraverso investimenti pubblicitari, organizzazione della Forza di Vendita, campagne commerciali, ecc., ma in genere non si preoccupano di sviluppare una Strategia di mantenimentowww.kaleidoscomunicazione.it
  8. 8. PERCHE’ PERDIAMO IL CLIENTE solo una minoranza di clienti cambia fornitore per cause legate a problemi di prodotto (14%), la grande maggioranza dichiara di non ricevere adeguata attenzione di fronte alle proprie esigenze  mancanza di strategie aziendali sulla gestione della clientela esistente, in genere questa funzione viene affidata agli uffici reclami periferici  focus aziendale rivolto alle proprie regole e procedure anziché allattenzione alle effettive esigenze della clientela  le uniche forme di assistenza al cliente sono di pronto intervento, cioè risposta ai reclami, e non di prevenzionewww.kaleidoscomunicazione.it
  9. 9. IL COMPORTAMENTO DEL CLIENTE 1. solo il 4% dei clienti reclama 2. Il restante 96% se ne va senza dire niente 3. Il 91% non tornerà mai più 4. Su 27 clienti insoddisfatti solo 1 reclama, gli altri 26 non dicono niente ma… il 91% non torna più Fonte Technical Assistance Research Programs Inc. - USAwww.kaleidoscomunicazione.it
  10. 10. IL COMPORTAMENTO DEL CLIENTE 1. I 26 insoddisfatti avranno la tendenza ad esternare il loro parere ad altri; lo diranno in media a 10 persone influenzando negativamente 260 persone 2. Il 13% di queste persone (cioè 33,8) hanno una elevata propensione a diffondere la notizia negativa (mediamente ognuna lo dirà ad altre 20 persone) 3. Quindi 33,8 x 20 = 676 + 260 +26 = 962 persone influenzate in soli 3 passaggi Fonte Technical Assistance Research Programs Inc. - USAwww.kaleidoscomunicazione.it
  11. 11. IL COMPORTAMENTO DEL CLIENTE • Le cose positive tendono a passare in rapporto 1 a 1 • Le cose negative tendono a passare in rapporto 1 a 10 ed aumentano la loro influenza negativa nei passaggi Fonte Technical Assistance Research Programs Inc. - USAwww.kaleidoscomunicazione.it

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