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Rejuvenecimiento de la atención al cliente para que los clientes regresen
W. Myers
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¿Que experiencia ofrece a los clientes que visitan por primera vez su clínica veterinaria para asegurarse que se conviertan en clientes habituales? La tasa media de clientes fidelizados es del 60%1 . Para calcular el grado de fidelización de sus clientes, calcule el número de clientes nuevos por año y divídalos por la cantidad de clientes activos (que hayan visitado la clínica en los últimos 18 meses). Luego reste ese número de 100 y obtendrá la media de clientes fidelizados. Por ejemplo, si tiene 2.000 clientes activos y 500 de ellos son clientes nuevos, entonces tiene fidelizados 1.500 clientes. Esto da como resultado una media del 75% de fidelización, que es un 15% más que la media del sector. […]
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About
Affiliation of the authors at the time of publication
President, Communication Solutions for Veterinarians and Partner, Animal Hospital Specialty Center 5640 County Line Place, Suite B200; Highlands Ranch, CO 80126; USA; wmyers@csvets.com
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