Qhov sib txawv tseem ceeb ntawm cov neeg siv khoom ncaj ncees thiab kev tuav cov neeg siv khoom yog cov neeg siv khoom ncaj ncees yog cov neeg siv khoom txaus siab los xaiv lub hom lag luam nrog kev tawm tsam rau cov neeg sib tw, thaum cov neeg siv khoom tuav yog tus txheej txheem ntawm kev ua kom cov neeg siv khoom uas twb muaj lawm.
Kev tuav rawv cov neeg siv khoom thiab cov neeg siv khoom ncaj ncees yog cov ntsiab lus tseem ceeb hauv kev lag luam. Ntxiv mus, ob lub ntsiab lus no muaj txiaj ntsig los tsim kom muaj kev sib tw kom zoo dua qub.
Tus neeg siv khoom Loy alty yog dab tsi?
Cov neeg siv khoom ncaj ncees yog hais txog cov neeg siv khoom nyiam mus ntev rau ib lub tuam txhab lossis ib hom. Yeej, qhov no ntsuas qhov kev xav ntawm tus neeg siv khoom los xaiv cov khoom tshwj xeeb lossis chaw ua lag luam raws li lawv txoj kev xav thiab kev tawm tsam rau tus neeg sib tw. Loy alty yog tus cwj pwm coj los ntsuas seb tus neeg siv khoom puas txaus siab los teb cov lus pom zoo rau lub hom phiaj lossis lub koom haum tsis tu ncua. Yog li ntawd, kev tsim thiab tswj kev sib raug zoo ntawm cov neeg siv khoom yog ib lub hom phiaj ntawm lub koom haum kev lag luam niaj hnub no. Txawm hais tias tus neeg siv khoom ncaj ncees yog ib qho khoom muaj nqis rau lub koom haum ua lag luam, nws tseem ceeb heev.
Tus neeg siv khoom ncaj ncees yuav rov yuav khoom los ntawm lub chaw lag luam thiab txhawb kom lwm tus yuav ib yam, los ntawm lo lus ntawm qhov ncauj. Cov neeg siv khoom loy alty yog me ntsis dhau ntawm kev yuav lub hwj chim thiab ze ze rau cov neeg siv khoom txaus siab. Cov neeg siv khoom txaus siab yog proportionate rau cov neeg siv khoom loy alty; qhov no yog vim tias thaum cov neeg siv khoom txaus siab rau cov kev pabcuam lossis cov khoom lag luam, lawv tsis kam hloov mus rau lwm hom lossis lub tuam txhab.
Ib qhov zoo ntawm cov neeg siv khoom ncaj ncees yog tias nws txo cov nqi koom nrog kev kawm thiab kev lag luam. Tsis tas li ntawd, kev tswj hwm cov neeg siv khoom kuj yog qhov kev sib tw kom zoo dua hauv cov ntsiab lus ntawm cov neeg siv khoom loy alty. Cov kev pabcuam kev ntseeg siab, uas pab khaws cov neeg siv khoom ncaj ncees, nrog rau cov nqi qis (thaum piv rau cov neeg sib tw) thiab cov nyiaj cheb rau cov khoom tshwj xeeb kuj tseem pab kom cov neeg siv khoom xav tau qee yam hom lossis kev lag luam tshaj lwm tus hauv khw.
Kev tuav tus neeg siv khoom yog dab tsi?
Kev tuav cov neeg siv khoom yog hais txog lub peev xwm ntawm lub tuam txhab khaws / khaws nws cov neeg siv khoom rau lub sijhawm tshwj xeeb. Nws ntsuas seb cov neeg siv khoom uas twb muaj lawm puas kam mus txuas ntxiv nrog kev lag luam. Yog li ntawd, kev tuav pov hwm cov neeg siv khoom yog qhov tseem ceeb heev rau kev lag luam hauv kev lag luam. Lub hom phiaj ntawm cov kev pabcuam tuav cov neeg siv khoom yog los pab cov koom haum khaws cov neeg siv khoom kom ntau li ntau tau los ntawm cov neeg siv khoom loy alty thiab brand loy alty teg num.
Feem ntau, cov tuam txhab siv nyiaj ntau dua rau cov neeg yuav khoom. Txawm li cas los xij, muag rau cov neeg siv khoom uas twb muaj kev sib raug zoo nrog kev lag luam yog tus nqi ntau dua li cov neeg tau txais. Nws yog vim cov tuam txhab yuav tsum tsis txhob nyiam, hloov dua siab tshiab thiab qhia lawv dua hauv cov neeg siv khoom tuav.
Txoj Kev Txhim Kho Kev Txhim Kho Cov Neeg Siv Khoom
- Tsim cov neeg siv khoom xav tau
- Ua qhov zoo tshaj plaws thiab ntseeg tau tus kws pab tswv yim rau cov neeg siv khoom
- Kev ntseeg raws li kev sib raug zoo
- Txoj kev sib raug zoo
- Kev ua kom muaj txiaj ntsig rau cov neeg siv khoom
- kev pabcuam tus kheej.
Kev sib raug zoo ntawm Cov Neeg Siv Khoom thiab Kev Tiv Thaiv Cov Neeg Siv Khoom yog dab tsi?
Kev khaws cia thiab cov neeg siv khoom ncaj ncees yog qhov zoo sib xws ntawm kev lag luam, thiab lawv ua lub luag haujlwm tseem ceeb hauv kev lag luam tam sim no. Cov neeg siv khoom txaus siab yog lub hauv paus ntawm ob lub tswv yim. Yeej, kev tuav pov hwm yog ib feem ntawm loy alty vim nws yog ib tug loyal cov neeg muas zaub uas yuav yuav tib hom ib zaug thiab dua. Tsis tas li ntawd, ob lub ntsiab lus muaj txiaj ntsig los tsim kom muaj kev sib tw kom zoo dua qub.
Qhov txawv ntawm Cov Neeg Siv Khoom thiab Kev Tiv Thaiv Cov Neeg Siv Khoom yog dab tsi?
Qhov sib txawv ntawm cov neeg siv khoom ncaj ncees thiab kev tuav pov hwm cov neeg siv khoom yog tias cov neeg siv khoom khaws cia yog khaws cov neeg siv khoom uas twb muaj lawm, qhov kev ntseeg siab ntawm cov neeg siv khoom yog qhov kev xav ntawm cov neeg siv khoom kom nyiam lub hom phiaj ntawm lwm hom. Tsis tas li ntawd, kev tuav pov hwm cov neeg siv khoom yog tiv thaiv kev poob ntawm cov neeg siv khoom, thaum cov neeg siv khoom ncaj ncees yog hais txog kev loj hlob. Hauv luv luv, kev tuav pov hwm tiv thaiv cov neeg siv khoom tawg nrog lub hom lossis cov khoom lag luam, qhov kev ntseeg siab ntawm cov neeg siv khoom suav nrog kev ntxiv dag zog rau kev sib raug zoo. Txawm li cas los xij, kev siv zog tuav cov neeg siv khoom yog lub sij hawm luv luv, thiab lawv feem ntau yog cov txheej txheem reactive. Ntawm qhov tod tes, kev siv dag zog rau cov neeg siv khoom yog txhawm rau ua kom muaj kev sib raug zoo mus ntev, thiab lawv tau ua haujlwm.
Ntxiv mus, qhov sib txawv ntxiv ntawm cov neeg siv khoom ncaj ncees thiab kev tuav cov neeg siv khoom yog lawv qhov ntsuas. Cov neeg siv khoom tuav tus nqi tau piav qhia raws li feem pua ntawm cov neeg siv khoom uas tau ua haujlwm thaum lub sijhawm tshwj xeeb. Hauv qhov sib piv, kev ntsuas kev ntseeg siab ntawm cov neeg siv khoom tau piav qhia raws li kev ua tau zoo ntawm cov neeg siv khoom. Tsis tas li ntawd, tus nqi khaws cia yog tus lej macro, qhov kev ntsuas kev ntseeg siab yog lub tswvyim micro.
Summary – Customer Loy alty vs Customer Retention
Kev ntseeg siab rau cov neeg siv khoom yog qhov xwm txheej uas tus neeg siv khoom tsim kev nyiam mus ntev lossis kev ncaj ncees rau ib yam khoom lossis kev pabcuam thaum cov neeg siv khoom tuav tau yog lub peev xwm ntawm lub tuam txhab lossis cov khoom lag luam khaws nws cov neeg siv khoom nyob rau qee lub sijhawm. Yog li, qhov no yog qhov sib txawv tseem ceeb ntawm cov neeg siv khoom loy alty thiab cov neeg siv khoom tuav.
