CH 7 B Flashcards
1
Q
4 types of relationships
A
Brand Loyalty
Hands-on
Face to Face
Distant
2
Q
What are three factors that make a client profitable over time
A
1 Less price sensitive
2 Trust and knowledge in your expertise
3 Referrals
3
Q
Explain ‘stream of earnings’
A
The longer a client stays the more they spend and greater potential income.
4
Q
Explain the concept of the service-profit chain
A
The link between happy employees make happy clients.
