Usługi profesjonalne – przez jakość do lojalności klientów

Marcin Ch³odnicki

Ksi¹¿ka pomaga znaleŸæ odpowiedzi na pytania: – Jak etycznie stosowaæ marketing w us³ugach profesjonalnych?

US£UGI PROFESJONALNE

Ksi¹¿ka „ Us³ugi profesjonalne - przez jakoœæ do lojalnoœci klientów ” opisuje w sposób kompleksowy relacje osoby œwiadcz¹cej us³ugê (profesjonalisty) z us³ugobiorc¹ (klientem). Marketing us³ug profesjonalnych tylko w wersji relacyjnej mo¿e znaleŸæ zastosowanie w us³ugach prawniczych, konsultingowych, biurach rachunkowych czy agencjach reklamowych.

РCzym jest profesjonalizm, czym jakoϾ, a czym satysfakcja klienta?

– Dlaczego klienci odchodz¹?

– Jak zagwarantowaæ jakoœæ us³ugi niematerialnej?

Doktor Marcin Ch³odnicki jest adiunktem w Katedrze Us³ug Akademii Ekonomicznej w Poznaniu.

PRZEZ JAKOŒÆ DO LOJALNOŒCI KLIENTÓW

– Jak pozyskaæ lojalnoœæ klientów?

Marcin Ch³odnicki

US£UGI

PROFESJONALNE PRZEZ JAKOŒÆ DO LOJALNOŒCI KLIENTÓW

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50

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53

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54

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

B

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55

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56

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

A

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D

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