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Focused questions also means: focusing on the customers main – instead of fragmentation on SideShow. In this way perhaps discover all crucial detail that remained so far in the competition. And they are fast. Because accurately the need for concrete action at the success-critical points can be seen immediately to respond. So, to solve not only the problems of individual, but braces itself against the dissatisfaction of many customers. Repurchase intent and the willingness of recommendation query in addition to the evaluation as such are also to measure the importance of touchpoints, and the intention of resale and recommendation ready at each point. So, it is excluded that invested all his energy in a performance, while inspiring, but ultimately don’t care about customers. The relevant questions are, worn on a scale from 0 to 10, so: this point is as important to you? Would you buy again at this point? Would you recommend this item? No matter can be finally following questions customers: of all the things that you appreciate, what do you like it best? Or: If there’s one thing, that we absolutely should do differently, what would the most important for you? Or: What would a perfect performance look like for you? Tell time! Or: What is for you the most important reason to remain loyal to us? Or, If there is one thing, for you us guaranteed recommend could, what would be the most recommendable for you there? Or, If there is one thing, for you us quite sure not recommend can, what is it for you? Such questions are ideal for personal or telephone conversations.

You can be but also online or in writing. This loyalty is strengthened, favored recommendation behavior and prevent loss of customer. It saves a lot of costs for lengthy classical market research and avoid missteps at the green table. Rather to develop a practical understanding of the customer, you can differentiated respond to customer requests and direct investment in the customer’s key areas. Please also see: Series: new selling (part 1) series: the customer touch point management (part 2) series: the customer touch point management (part 3) series: the customer touch point management (part 4) literature on the subject of 1 Anne M. Schuller customers on the run? How to win loyal customers and keep Orell Fussli 2010, 208 pages, 26.90 euro ISBN 978-3-280-05382-9 awarded by Managementbuch.de as test winner in the category of customer loyalty fan page on Facebook: facebook.loyalitaetsmarketing.com more info and order:… 2. Anne M.

Schuller/Torsten Schwarz (ed.) Guide WOM marketing the new recommendation company. Online & offline new customers win by social media marketing, viral marketing, Association and publisher of buzz: Absolit 2010, 450 pages, bound book price: 39,90 Euro / 51,90 CHF learn more and order here:… Links profiles/AnneM_Schueller facebook.loyalitaetsmarketing.com facebook.empfehlungsmarketing.cc blog.anneschueller.de twitter.com / anneschueller to the author Anne M. Schuller is a management consultant and is regarded as a leading expert for loyalty marketing. The diploma in business administration and best selling author is one of the ten best speakers in German-speaking countries (conga award 2010). You also works as a business trainer and teaches at several universities. Managementbuch.de ranks among the important management thinkers. She pulse lectures and performs power workshops on the topic of customer touch point management. The elite of the business among their customers. Contact: Anne Schuller