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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

Erik Qualman

The two most important principles here: The truth sells best. Only the really good ones come through. The winners and losers of tomorrow within the next five years would have to reinvent all sectors and industries in a social way, Facebook founder Mark Zuckerberg has said already in October 2010. So there will be losers and winners in one type by social’ and mobile’ driven economy. According to Erik Qualman (Socialnomics) these can be listed as follows: the losers: companies, they are mediocre and interchangeable that badly corporations treat their employees and the environment, which act like lumbering tanker companies that fatten traditional advertising and offline media to the detriment of the community intermediary brokers, paid middlemen market participants without talent deals that get no intercession by third parties. The winner: Companies that provide commercial-quality products and excellent service – and Live those moral values, the SMEs maintain those that have numerous fans and dedicated multipliers openness, dialogue, loyalty and trust (as long as he gets to grips with the generation change) humanity the environment the company democracy the customers and consumers networks, alliances, partnerships women, Word of mouth and referral marketing. In this scenario the winner becoming? First of all, our new business world must be understood at all only once fully.

Then there’s the correct strategies based on and finally the appropriate management tools. The touch point management has interested the way. And the touch point manager will accompany this process in the future. More info: the book on the subject of Anne M. Schuller: touchpoints rubbing shoulders with the customer of today management strategies for our new business world with a foreword by Prof. Dr. Gunter Dabang Gabal, 3rd Edition updated 2013, 350 pp., 29,90 euros, 47.90 CHF ISBN: 978-3-86936-330-1 award as a medium-sized book of the year and the German coach Book Prize in 2012 the audiobook titled Anne M. Schuller: touchpoints audiobook version of rubbing shoulders with the customer of today management strategies for our new business world unabridged, 8 CDs ISBN 978-3-86936-501-5, 49,90 / CHF 62.50