据美国技术协助研究项目的结果显示,优质产品或服务对于确保顾客的忠诚度非常关键。然而,仅有良好的产品和服务是不够的。建立起良好的顾客问题解决途径也相当重要。在某些行业,那些问题解决了的顾客要比从未碰到过问题的顾客更忠诚。 在高科技领域产品的营销过程中,那些设备出现过问题但又得到满意解决的顾客中会有高达90％的顾客再次从同一厂家采购,比未曾遇到过问题的客户83％的忠诚度还要高。其原因在于顾客 According to the results of a research project on technical assistance from the United States, quality products or services are critical to ensuring customer loyalty. However, having good products and services is not enough. It is also important to establish a good customer problem solving approach. In some industries, customers who have solved problems are more loyal than customers who have never encountered problems. In the marketing of high-tech products, up to 90% of customers whose devices have been satisfactorily solved but have been satisfactorily solved, are sourcing again from the same vendor, 83% more loyal than those who have not encountered problems To be high. The reason is that customers