英语考试剑桥商务英语BEC专题讲座2007年12月30日.pptVIP

To exceed customer expectations, to build customer loyalty. 　　　The Customer-Development Process First-time Customers Repeat Customers Clients prospects Advocates Customers’ needs change. And some businesses lose sight of these changes because they fail to listen to their customers. The consumer buying process Recognition of need Research alternatives Purchase decision Post purchase evaluation The cost of attracting a new customer is estimated to be five times the cost of keeping a current customer happy! A company can improve profits by 25 to 85 percent when they reduce customer defections