{"id":24,"date":"2020-12-20T06:46:55","date_gmt":"2020-12-20T06:46:55","guid":{"rendered":"https:\/\/survey.ro\/info\/?p=24"},"modified":"2020-12-20T06:46:55","modified_gmt":"2020-12-20T06:46:55","slug":"cum-sa-fim-atenti-la-feedback-ul-clientilor-nostri","status":"publish","type":"post","link":"https:\/\/survey.ro\/info\/marketing\/cum-sa-fim-atenti-la-feedback-ul-clientilor-nostri-24","title":{"rendered":"Cum s\u0103 fim aten\u021bi la feedback-ul clien\u021bilor no\u0219tri?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Jeffrey Gitomer, expert \u00een marketing \u0219i autor al unora dintre cele mai bune ghiduri de marketing a spus: \u201eSatisfacerea clientului este f\u0103r\u0103 valoare. Fidelitatea clientului este nepre\u021buit\u0103!\u201d. P\u00e2n\u0103 la urm\u0103, \u00eens\u0103, acestea se bazeaz\u0103 una pe alta. P\u00e2n\u0103 \u0219i \u00eensu\u0219i Gitomer este convins c\u0103 singura modalitate de a atinge \u0219i men\u021bine fidelitatea clientului este s\u0103 \u00eei ascul\u021bi opinia. Acest lucru se ob\u021bine prin efectuarea sondajelor de opinie.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00cen zilele noastre, c\u00e2nd pia\u021ba se define\u0219te printr-o competi\u021bie puternic\u0103 care nu face compromisuri, re\u021belele sociale servesc drept oratori pentru adev\u0103ratele voci ale consumatorilor. Acum este mai important ca niciodat\u0103 ca business-urile s\u0103 fie extrem de atente la opinia clien\u021bilor lor, la produsele \u0219i serviciile lor, la numele firmei, la pre\u021buri, promo\u021bii \u0219i a\u0219a mai departe. Al\u0103turi de o viziune comun\u0103 asupra companiei, toate acestea reprezint\u0103 factori vitali pentru succesul sau e\u0219ecul \u00eentreprinderii.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Aspecte privind studiile legate de satisfac\u021bia clien\u021bilor<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Exist\u0103 un num\u0103r mare de aspecte legate de sondajele de opinie care vizeaz\u0103 satisfac\u021bia clien\u021bilor care pot fi observate prin intermediul profilurilor online:<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\"><li>Cercetarea experien\u021bei utilizatorului. Aceasta este cea mai banal\u0103 (dar nu lipsit\u0103 de importan\u021b\u0103!) form\u0103 de studiu privind atitudinea consumatorilor. Cu ajutorul acestor studii, se pot identifica puncte esen\u021biale \u0219i factori cheie care duc la satisfac\u021bia sau nemul\u021bumirea clien\u021bilor. &nbsp;&nbsp;<\/li><li>Feedback-ul constant. C\u00e2nd managerii de department lucreaz\u0103 cu echipele lor \u0219i se bazeaz\u0103 pe feedback-ul periodic al utilizatorilor, este de a\u0219teptat ca ace\u0219tia s\u0103 ob\u021bin\u0103 cele mai bune rezultate\/obiective posibile.<\/li><li>\u00cen momentul c\u00e2nd dintr-o data ceva nu mai func\u021bioneaz\u0103 bine \u00eentr-o companie \u0219i apare o problem\u0103, atunci reputa\u021bia acesteia depinde foarte mult de felul \u00een care conducerea reac\u021bioneaz\u0103 \u00een fa\u021ba acestei situa\u021bii. Cum va ie\u0219i compania din \u00eencurc\u0103tur\u0103? Cum va aborda conducerea aceast\u0103 situa\u021bie nea\u0219teptat\u0103? Sondajele de opinie cu clien\u021bii sunt extrem de valoroase \u00een acest caz deoarece se pot identifica imediat acei utilizatori care au avut o experien\u021b\u0103 nepl\u0103cut\u0103 cu compania. \u00cen acest fel, clien\u021bii respectivi pot primi compens\u0103ri imediate. Aceast\u0103 metod\u0103, al\u0103turi de a\u0219a numitul \u201ePR de criz\u0103\u201d pot duce la reten\u021bia clien\u021bilor \u0219i la protec\u021bia profiturilor.<\/li><li>Analiza de specialitate. Cu ajutorul sondajelor de opinie online, o mul\u021bime de departamente diferite pot avea acces la informa\u021biile exacte de care au nevoie \u00een func\u021bie de ocupa\u021biile lor specifice. Prin furnizarea de informa\u021bii \u0219i feedback \u00een timp real, tehnologiile online permit o reac\u021bia imediat\u0103 \u00een fa\u021ba oric\u0103rei situa\u021bii.<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Atunci c\u00e2nd tehnologiile online sunt aplicate \u00een cercet\u0103rile privind feedback-ul utilizatorilor, toate cele patru aspecte men\u021bionate mai sus pot atinge niveluri mult mai ridicate. Acest lucru se datoreaz\u0103 vitezei formidabile de conectare cu consumatorii \u0219i a contactului direct cu ace\u0219tia. &nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Avantaje<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Faptul c\u0103 sondajele de opinie online sunt, \u00een general, mai rapide \u0219i mai u\u0219or de aplicat, face posibil\u0103 <strong>studierea experien\u021bei consumatorilor aproape \u00een orice moment<\/strong> deoarece acestea nu sunt la fel de solicitante \u0219i \u00eendelungate pentru responden\u021bi precum alte tipuri de sondaje de opinie.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pentru c\u0103 sondajele pe internet sunt completate rapid, rezultatele fiec\u0103rui chestionar sunt incluse in bazele de date instantaneu. Astfel, nu este nevoie s\u0103 se a\u0219tepte dup\u0103 procesarea \u0219i introducerea rezultatelor \u00eentr-un calculator\/ pe h\u00e2rtie etc. Sondajele online <strong>permit reac\u021bia imediat\u0103<\/strong>: la 1-2 zile sau chiar dup\u0103 c\u00e2teva ore de la momentul implement\u0103rii unei decizii (de exemplu, dup\u0103 lansarea unui produs, reclame, campanii, promo\u021bie, joc, etc.). Acest lucru poate s\u0103 fereasc\u0103 de problemele care pot s\u0103 apar\u0103 dac\u0103, pe nea\u0219teptate, un anumit lucru ia o direc\u021bie gre\u0219it\u0103. &nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Puterea tehnologiilor online faciliteaz\u0103 lucrul cu rezultalele cercet\u0103rii. Fiecare departament din cadrul unei companii poate avea acces la rezultatele studiului. Acestea pot fi folosite cu u\u0219urin\u021b\u0103 de angaja\u021bii fiec\u0103rui departament \u00een parte.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Structura<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Orice sondaj de opinie privind feedback-ul clientului poate fi \u00eemp\u0103r\u021bit \u00een \u0219ase etape de baz\u0103:<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\"><li>Definirea scopului chestionarului &nbsp;<\/li><li>Determinarea grupului de studiu, adic\u0103 cine va primi sondajul<\/li><li>Construirea \u00eentreb\u0103rilor studiului<\/li><li>Crearea unei pagini de mul\u021bumire la final<\/li><li>Distribuirea sondajului, adic\u0103 trimiterea acestuia c\u0103tre responden\u021bi<\/li><li>Analiza: monitorizarea \u0219i m\u0103surarea rezultatelor sondajului<\/li><\/ol>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\"><li>Definirea scopului chestionarului&nbsp;<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Niciun studiu nu este eficient dac\u0103 este realizat f\u0103r\u0103 vreun scop anume sau f\u0103r\u0103 o idee clar\u0103 despre subiectul acestuia. Definirea obiectivelor include crearea unui titlu clar (scurt, concis \u0219i informativ). Scopul acestuia este s\u0103 \u00eei informeze pe responden\u021bi \u00een leg\u0103tur\u0103 cu timpul necesar pe care trebuie s\u0103 \u00eel investeasc\u0103 \u00een completarea sondajului.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dac\u0103 vrei s\u0103 afli mai multe despre cum s\u0103 define\u0219ti scopul unui studiu, cite\u0219te articolul nostru \u201eRealizarea cercet\u0103rilor de pia\u021b\u0103 cu ajutorul internetului: rapid, flexibil \u0219i u\u0219or de \u00een\u021beles\u201d.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Determinarea grupului de studiu, adic\u0103 cine va primi sondajul<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Destinatarii studiului este un subiect cu r\u0103spuns clar, sau cel pu\u021bin a\u0219a pare. Din p\u0103cate, lucrurile pot sta uneori diferit. \u00cen primul r\u00e2nd, grupul trebuie s\u0103 con\u021bin\u0103 persoane care \u0219i-au dat acordul s\u0103 participe la astfel de solicit\u0103ri. \u00cen al doilea r\u00e2nd, trebuie s\u0103 se analizeze cu aten\u021bie dac\u0103 ace\u0219tia vor oferi r\u0103spunsuri adecvate care vor fi importante \u0219i semnificative \u00een rela\u021bie cu obiectivele stabilite. De exemplu, dac\u0103 o organiza\u021bie client numit\u0103 XYZ folose\u0219te o varietate larg\u0103 de produse pe care noi le oferim, feedback-ul pe care l-am putea ob\u021bine de la aceast client pare a fi de valoare pentru noi. Totu\u0219i, produsele sunt recomandate de secretara companiei, doamna A.A. ale c\u0103rei date de contact le de\u021binem. Astfel, s-ar putea s\u0103 alegem s\u0103 o contact\u0103m doar pe aceasta pentru a ob\u021bine un feedback, \u00eens\u0103 este ea cu adev\u0103rat persoana potrivit\u0103 pe care s\u0103 o interviev\u0103m? Suntem siguri c\u0103 aceasta chiar ne folose\u0219te produsele \u0219i c\u0103 este \u00een m\u0103sur\u0103 s\u0103 le evalueze? A.A. poate fi \u201ede treab\u0103\u201d \u0219i ne poate r\u0103spunde la \u00eentreb\u0103ri \u00eentr-o voce bl\u00e2nd\u0103, \u00eens\u0103 nu cumva utilizatorii reali de care avem nevoie sunt \u00een alt\u0103 parte a companiei XYZ?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pentru alte sfaturi \u0219i recomand\u0103ri \u00een determinarea publicului-\u021bint\u0103, te rug\u0103m s\u0103 cite\u0219ti mai multe \u00een articolul nostru \u201eRealizarea cercet\u0103rilor de pia\u021b\u0103 cu ajutorul internetului: rapid, flexibil \u0219i u\u0219or de \u00een\u021beles\u201d.<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\" start=\"3\"><li>Construirea \u00eentreb\u0103rilor studiului<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Majoritatea oamenilor investesc cel mai mult timp \u00een aceast\u0103 etap\u0103 deoarece chestionarul \u00een sine are cea mai mare vizibilitate \u00een cadrul unui studiu.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Chiar dac\u0103 fiecare creator de sondaje dore\u0219te s\u0103 ob\u021bin\u0103 c\u00e2t mai multe informa\u021bii posibil printr-un singur sondaj, este foarte important s\u0103 se creeze un chestionar succint \u0219i concis. Astfel, aten\u021bia trebuie s\u0103 fie clar\u0103 \u0219i concentrat\u0103. Se recomand\u0103 ca sondajul s\u0103 dureze aproximativ 5 minute. \u00cen medie, o persoan\u0103 r\u0103spunde \u00eentr-un minut la 3-5 \u00eentreb\u0103ri de tip \u00eenchis \u0219i doar la una singur\u0103 de tip deschis. Pentru a ajunge la un num\u0103r optim de \u00eentreb\u0103ri r\u0103spunse \u00eentr-un anumit timp, te rug\u0103m s\u0103 cite\u0219ti articolul nostru despre \u201eAvantajele \u0219i dezavantajele \u00eentreb\u0103rilor deschise \u0219i \u00eenchise\u201d.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00centreb\u0103rile \u0219i r\u0103spunsurile ar trebui s\u0103 fie logice \u0219i consecvente. Este important ca acestea s\u0103 fie \u201evalide\u201d din punct de vedere statistic, adic\u0103 s\u0103 fie prezentate \u00een a\u0219a fel \u00eenc\u00e2t s\u0103 permit\u0103 fiec\u0103rui participant s\u0103 \u00ee\u0219i g\u0103seasc\u0103 propriul r\u0103spuns printre op\u021biunile care le sunt prezentate.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Exper\u021bilor le este recomandat s\u0103 testeze chestionarele create \u00eenainte de a le da pe m\u00e2na responden\u021bilor. Cum? Prin prezentarea \u00een prealabil a sondajului unui coleg, prieten, membru al familiei. Mai precis, prin prezentarea sondajului unei persoane nefamiliarizate cu entuziasmul pe care probabil ca \u00eel ai \u00een leg\u0103tur\u0103 cu propriul sondaj.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Este vital s\u0103 evi\u021bi \u00eentreb\u0103rile capcan\u0103, sugestive \u0219i complexe.<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\" start=\"4\"><li>Crearea unei pagini de mul\u021bumire la final<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Acest pas sun\u0103 simplu \u0219i logic, dar nu ar trebui s\u0103 \u00eei subestim\u0103m importan\u021ba. Este \u00eentotdeauna o idee bun\u0103 s\u0103 \u00ee\u021bi exprimi recuno\u0219tin\u021ba \u0219i aprecierea fa\u021b\u0103 de responden\u021bi! Ace\u0219tia \u0219i-au petrecut o parte din timpul lor, fie el personal sau profesional, s\u0103 \u00ee\u021bi fac\u0103 o favoare. Cu siguran\u021b\u0103 c\u0103 ace\u0219tia merit\u0103 un \u201emul\u021bumesc\u201d.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Potrivit spuselor unor exper\u021bi \u00een marketing, ad\u0103ugarea unui simplu \u201e<em>Mul\u021bumesc!<\/em>\u201d este un mod minunat de a le ar\u0103ta clien\u021bilor c\u0103 sunt aprecia\u021bi de o companie care este dispus\u0103 s\u0103 construiasc\u0103 \u0219i s\u0103 men\u021bin\u0103 loialitatea consumatorilor. O pagin\u0103 de mul\u021bumiri bine prezentat\u0103 la finalul unui chestionar poate ajuta la crearea loialit\u0103\u021bii printre clien\u021bi.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201e\u00ce\u021bi mul\u021bumim pentru timpul acordat complet\u0103rii chestionarului nostru. \u00ce\u021bi apreciem foarte mult opinia! Vom folosi recomand\u0103rile tale pentru a ne \u00eembun\u0103t\u0103\u021bi serviciile!\u201d.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sun\u0103 conving\u0103tor, nu-i a\u0219a?<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\" start=\"5\"><li>Distribuirea sondajului, adic\u0103 trimiterea acestuia c\u0103tre responden\u021bi<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Distribuirea c\u0103tre responden\u021bi a unui chestionar se poate face \u00een mai multe moduri, de exemplu prin publicarea lui \u00eentr-un grup de Facebook, prin trimiterea unui link direct, etc. \u00cens\u0103 pentru o companie care se respect\u0103 \u0219i care are o atitudine serioas\u0103 fa\u021b\u0103 de clien\u021bii s\u0103i, este cel mai bine ca studiul s\u0103 fie trimis via email.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Aceast\u0103 metod\u0103 are mai multe particularit\u0103\u021bi. Acestea sunt descrise am\u0103nun\u021bit \u00een ghidul nostru dedicat acestui subiect din articolul \u201eCum s\u0103 trimi\u021bi o invita\u021bie la un sondaj de opinie prin email?\u201d.&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\" start=\"6\"><li>Analiza: monitorizarea \u0219i m\u0103surarea rezultatelor sondajului<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Un studiu nu se termin\u0103 odat\u0103 cu trimiterea chestionarului c\u0103tre responden\u021bi, ci odat\u0103 cu analizarea informa\u021biilor colectate \u0219i cu tragerea concluziei. Instrumentele de analiz\u0103 moderne permit realizarea unei investiga\u021bii detaliate a fiec\u0103rui r\u0103spuns \u00een parte.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Spre deosebire de \u00eenregistr\u0103rile \u0219i rapoartele pe h\u00e2rtie, sistemele informatice permit o flexibilitate mai mare \u00een analiza datelor. Orice fel de analiz\u0103 este posibil\u0103: \u00een func\u021bie de timp, produs, departament, regiune, sex, v\u00e2rst\u0103, grup, etc. Acest lucru ajut\u0103 la detectarea anumitelor tendin\u021be \u0219i rela\u021bii care \u00eei pot determina pe manageri s\u0103 ia decizii importante. &nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Dezbaterea \u00eentreb\u0103rilor pre-populate<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Exist\u0103 c\u00e2teva dezbateri printre exper\u021bi cu privire la includerea sau excluderea unor \u00eentreb\u0103ri ale c\u0103ror r\u0103spunsuri au fost bifate anterior \u00een cadrul unui chestionar online.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Argumentele sus\u021bin\u0103torilor \u00een leg\u0103tur\u0103 cu aceast\u0103 strategie sunt c\u0103, \u00een acest fel, cercet\u0103torii:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Faciliteaz\u0103 \u00een continuare responden\u021bii<\/li><li>Economisesc timp suplimentar pentru responden\u021bi<\/li><li>Ob\u021bin o rat\u0103 de r\u0103spuns mai mare la \u00eentreb\u0103ri<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Din punct de vedere al studiilor statistice, aceast\u0103 metod\u0103 nu este corect\u0103. Pe de-o parte, se poate considera c\u0103 aceast\u0103 metod\u0103 provoac\u0103 anumite sugestii \u00een mintea responden\u021bilor. Astfel, r\u0103spunsurile pre-populate pot fi considerate drep \u201e\u00eentrebare capcan\u0103\u201d. Pe de alt\u0103 parte, dac\u0103 o \u00eentrebare necesit\u0103 ca un respondent s\u0103 se g\u00e2ndeasc\u0103 bine \u00eenainte s\u0103 \u00ee\u0219i pun\u0103 r\u0103spunsul pe h\u00e2rtie, atunci metoda \u00eentreb\u0103rilor cu r\u0103spuns pre-populat \u00eel\/o poate determina s\u0103 treac\u0103 peste aceast\u0103 \u00eentrebare f\u0103r\u0103 s\u0103 se mai g\u00e2ndeasc\u0103 la alte posibilit\u0103\u021bi de r\u0103spuns. Astfel, cercet\u0103torii nu vor reu\u0219i s\u0103 ob\u021bin\u0103 toate informa\u021biile necesare de la responden\u021bii de la care se bazeaz\u0103 s\u0103 trag\u0103 concluzii adecvate, concluzii care mai t\u00e2rziu vor fi baza campaniilor \u0219i abord\u0103rilor pie\u021bei. Nu ne dorim ca marile companii importante s\u0103 ia decizii bazate pe rezultate denaturate, nu-i a\u0219a?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Totu\u0219i, dup\u0103 citirea tuturor acestor recomand\u0103ri, s-ar putea s\u0103 se cread\u0103 c\u0103 a construi sondaje de opinie este cu totul alt\u0103 \u201e\u0219tiin\u021b\u0103\u201d. Pe Survey.ro \u00ee\u021bi putem demonstra contrariul \u2013 a face o cercetare de pia\u021b\u0103 poate fi foarte simplu \u0219i f\u0103r\u0103 stres. Este \u00eendeajuns s\u0103 \u0219tii ce vrei s\u0103 afli de la clien\u021bii t\u0103i. De acolo \u00eenainte, software-ul nostru va face toat\u0103 treaba! Un simplu click este suficient pentru a selecta dintr-o varietate de \u00eentreb\u0103ri. Software-ul preg\u0103te\u0219te apoi \u00eentreb\u0103rile selectate cu u\u0219urin\u021b\u0103 \u0219i intui\u021bie. At\u00e2ta timp c\u00e2t ai o imagina\u021bie bogat\u0103, po\u021bi include imagini \u0219i \u00eentreb\u0103ri pop-up bazate pe caracteristicile specifice ale cercet\u0103rii tale.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/survey.ro\/registration\" data-type=\"URL\" data-id=\"https:\/\/survey.ro\/registration\">Construie\u0219te-\u021bi propriul sondaj\u00a0<\/a>acum \u0219i vezi cu ochii t\u0103i c\u00e2t de simplu este s\u0103 faci cercet\u0103ri de pia\u021b\u0103 pe internet!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Jeffrey Gitomer, expert \u00een marketing \u0219i autor al unora dintre cele mai bune ghiduri de marketing a spus: \u201eSatisfacerea clientului este f\u0103r\u0103 valoare. Fidelitatea clientului este nepre\u021buit\u0103!\u201d. P\u00e2n\u0103 la urm\u0103, \u00eens\u0103, acestea se bazeaz\u0103 una pe alta. P\u00e2n\u0103 \u0219i \u00eensu\u0219i Gitomer este convins c\u0103 singura modalitate de a atinge \u0219i men\u021bine fidelitatea clientului este s\u0103 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-24","post","type-post","status-publish","format-standard","hentry","category-marketing"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.1.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"Jeffrey Gitomer, expert \u00een marketing \u0219i autor al unora dintre cele mai bune ghiduri de marketing a spus: \u201eSatisfacerea clientului este f\u0103r\u0103 valoare. Fidelitatea clientului este nepre\u021buit\u0103!\u201d. P\u00e2n\u0103 la urm\u0103, \u00eens\u0103, acestea se bazeaz\u0103 una pe alta. 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