{"id":3928,"date":"2021-06-08T11:38:55","date_gmt":"2021-06-08T08:38:55","guid":{"rendered":"https:\/\/cloudfresh.com\/ua\/?p=3928"},"modified":"2025-11-25T21:42:19","modified_gmt":"2025-11-25T18:42:19","slug":"how-to-earn-customer-loyalty-and-retention","status":"publish","type":"post","link":"https:\/\/dev.cloudfresh.com\/ua\/cloud-blog\/yak-utrymaty-novogo-kliyenta-i-zavoyuvaty-jogo-doviru\/","title":{"rendered":"\u042f\u043a \u0443\u0442\u0440\u0438\u043c\u0430\u0442\u0438 \u043d\u043e\u0432\u043e\u0433\u043e \u043a\u043b\u0456\u0454\u043d\u0442\u0430 \u0456 \u0437\u0430\u0432\u043e\u044e\u0432\u0430\u0442\u0438 \u0439\u043e\u0433\u043e \u0434\u043e\u0432\u0456\u0440\u0443"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u0423 2021 \u0440\u043e\u0446\u0456 \u043d\u0435 \u0434\u043e\u0441\u0442\u0430\u0442\u043d\u044c\u043e \u0449\u043e\u0431 \u043a\u043b\u0456\u0454\u043d\u0442 \u043b\u0438\u0448\u0435 \u043a\u0443\u043f\u0438\u0432 \u0443 \u0432\u0430\u0441 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\u043f\u0435\u0440\u0435\u043a\u043e\u043d\u0430\u0439\u0442\u0435\u0441\u044f \u0432 \u0442\u043e\u043c\u0443, \u0449\u043e \u043a\u043b\u0456\u0454\u043d\u0442\u0443 \u043d\u0430\u0434\u0430\u043d\u0456 \u0432\u0441\u0456 \u043d\u0435\u043e\u0431\u0445\u0456\u0434\u043d\u0456 \u0441\u043f\u043e\u0441\u043e\u0431\u0438 \u0434\u043b\u044f \u0437\u0432&#8217;\u044f\u0437\u043a\u0443, \u043d\u0430\u043f\u0440\u0438\u043a\u043b\u0430\u0434 \u0442\u0430\u043a\u0456, \u044f\u043a \u043c\u0435\u0441\u0435\u043d\u0434\u0436\u0435\u0440\u0438 WhatsApp \u0430\u0431\u043e Facebook Messenger.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0411\u0443\u0434\u044c\u0442\u0435 \u0447\u0435\u0441\u043d\u0456 \u0437\u0456 \u0441\u0432\u043e\u0457\u043c\u0438 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438. \u0417\u0430\u0432\u0436\u0434\u0438 \u043d\u0430\u0437\u0438\u0432\u0430\u0439\u0442\u0435 \u0440\u0435\u0430\u043b\u044c\u043d\u0443 \u0446\u0456\u043d\u0443, \u043d\u0430\u0434\u0430\u0432\u0430\u0439\u0442\u0435 \u0432\u0441\u044e \u043d\u0435\u043e\u0431\u0445\u0456\u0434\u043d\u0443 \u0456\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0456\u044e \u0456 \u0432\u0438\u0437\u043d\u0430\u0439\u0442\u0435 \u0441\u0432\u043e\u0457 \u043f\u043e\u043c\u0438\u043b\u043a\u0438. \u0410\u0434\u0436\u0435 \u0432 \u0431\u0443\u0434\u044c-\u044f\u043a\u043e\u043c\u0443 \u0432\u0438\u043f\u0430\u0434\u043a\u0443, \u043a\u043b\u0456\u0454\u043d\u0442 \u0437\u0430\u0432\u0436\u0434\u0438 \u043f\u0440\u0430\u0432\u0438\u0439.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u041f\u0440\u0438\u0441\u043b\u0443\u0445\u0430\u0439\u0442\u0435\u0441\u044f \u0434\u043e \u0432\u0456\u0434\u0433\u0443\u043a\u0456\u0432. \u041a\u043e\u0436\u043d\u0456\u0439 \u043b\u044e\u0434\u0438\u043d\u0456 \u0432\u0430\u0436\u043b\u0438\u0432\u043e \u0431\u0443\u0442\u0438 \u043f\u043e\u0447\u0443\u0442\u043e\u044e. \u0412\u0456\u0434\u043f\u043e\u0432\u0456\u0434\u0430\u044e\u0447\u0438 \u043d\u0430 \u0432\u0456\u0434\u0433\u0443\u043a\u0438, \u0432\u0438 \u043c\u043e\u0436\u0435\u0442\u0435 \u0441\u043f\u0456\u043b\u043a\u0443\u0432\u0430\u0442\u0438\u0441\u044f \u0437\u0456 \u0441\u0432\u043e\u0457\u043c\u0438 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438, \u0442\u0438\u043c \u0441\u0430\u043c\u0438\u043c \u043f\u043e\u043a\u0430\u0437\u0443\u044e\u0447\u0438, \u0449\u043e \u0432\u0430\u043c \u0432\u0430\u0436\u043b\u0438\u0432\u0430 \u0457\u0445\u043d\u044f \u0434\u0443\u043c\u043a\u0430. \u0410 \u0442\u0430\u043a\u043e\u0436 \u0446\u0435 \u0445\u043e\u0440\u043e\u0448\u0438\u0439 \u0441\u043f\u043e\u0441\u0456\u0431 \u043f\u043e\u043a\u0440\u0430\u0449\u0443\u0432\u0430\u0442\u0438\u0441\u044c \u0442\u0430 \u043f\u0456\u0434\u043b\u0430\u0448\u0442\u043e\u0432\u0443\u0432\u0430\u0442\u0438\u0441\u044f \u043f\u0456\u0434 \u043f\u043e\u0442\u0440\u0435\u0431\u0438 \u043f\u043e\u043a\u0443\u043f\u0446\u0456\u0432.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0411\u0443\u0434\u044c\u0442\u0435 \u043d\u0430 \u043e\u0434\u043d\u0456\u0439 \u0445\u0432\u0438\u043b\u0456 \u0437 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438. \u0424\u0456\u0440\u043c\u043e\u0432\u0456 \u0441\u0442\u0456\u043a\u0435\u0440\u0438 \u0437\u0430 \u043f\u043e\u043a\u0443\u043f\u043a\u0443, \u043c\u0430\u043b\u0435\u043d\u044c\u043a\u0456 \u0441\u043e\u043b\u043e\u0434\u043e\u0449\u0456 \u0440\u0430\u0437\u043e\u043c \u0437 \u043f\u0430\u043a\u0443\u0432\u0430\u043d\u043d\u044f\u043c \u0430\u0431\u043e \u043f\u0440\u043e\u0441\u0442\u043e \u043b\u0435\u0433\u043a\u0456 \u0442\u0430 \u0446\u0456\u043a\u0430\u0432\u0456 \u043f\u043e\u0441\u0442\u0438 \u0432 \u0441\u043e\u0446\u0456\u0430\u043b\u044c\u043d\u0438\u0445 \u043c\u0435\u0440\u0435\u0436\u0430\u0445. \u0412\u0441\u0435 \u0446\u0435 \u0437\u0431\u043b\u0438\u0436\u0443\u0454 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u0437 \u0432\u0430\u0448\u0438\u043c \u0431\u0440\u0435\u043d\u0434\u043e\u043c, \u0430 \u0456\u043d\u043e\u0434\u0456 \u0439 \u0437\u0430\u043b\u0438\u0448\u0430\u0454 \u043f\u0440\u0438\u0454\u043c\u043d\u0438\u0439 \u043f\u0456\u0441\u043b\u044f\u0441\u043c\u0430\u043a \u043f\u0456\u0441\u043b\u044f \u043f\u043e\u043a\u0443\u043f\u043a\u0438.\u00a0<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-3931\" src=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2021\/06\/Measure-customer-loyalty-and-retention.gif\" alt=\"\" width=\"3000\" height=\"2000\" \/>\u042f\u043a \u0432\u0438\u043c\u0456\u0440\u044e\u0432\u0430\u0442\u0438 \u0437\u0430\u0446\u0456\u043a\u0430\u0432\u043b\u0435\u043d\u0456\u0441\u0442\u044c \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0414\u043b\u044f \u0430\u043d\u0430\u043b\u0456\u0437\u0443 \u0437\u0430\u043b\u0443\u0447\u0435\u043d\u043e\u0441\u0442\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u0456\u0441\u043d\u0443\u0454 \u043a\u0456\u043b\u044c\u043a\u0430 \u043c\u0435\u0442\u0440\u0438\u043a, \u0437\u0430 \u0434\u043e\u043f\u043e\u043c\u043e\u0433\u043e\u044e \u044f\u043a\u0438\u0445 \u043c\u043e\u0436\u043d\u0430 \u0432\u0438\u0437\u043d\u0430\u0447\u0438\u0442\u0438 \u0432 \u044f\u043a\u0438\u0445 \u043c\u0456\u0441\u0446\u044f\u0445 \u043c\u043e\u0436\u043d\u0430 \u043f\u043e\u043b\u0456\u043f\u0448\u0438\u0442\u0438 \u0432\u0437\u0430\u0454\u043c\u043e\u0434\u0456\u044e \u0437 \u043f\u043e\u043a\u0443\u043f\u0446\u044f\u043c\u0438.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u041e\u0446\u0456\u043d\u043a\u0430 \u0437\u0430\u0434\u043e\u0432\u043e\u043b\u0435\u043d\u043e\u0441\u0442\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 (CSAT). \u0414\u0430\u043d\u0456 \u0434\u043b\u044f \u0446\u0456\u0454\u0457 \u043e\u0446\u0456\u043d\u043a\u0438 \u0437\u0431\u0438\u0440\u0430\u044e\u0442\u044c\u0441\u044f \u0437\u0430 \u0434\u043e\u043f\u043e\u043c\u043e\u0433\u043e\u044e \u043e\u0434\u043d\u043e\u0433\u043e \u043f\u0438\u0442\u0430\u043d\u043d\u044f \u0432 \u043a\u0456\u043d\u0446\u0456 \u043a\u043b\u0456\u0454\u043d\u0442\u0441\u044c\u043a\u043e\u0433\u043e \u0434\u043e\u0441\u0432\u0456\u0434\u0443, \u0456 \u0437\u0432\u0443\u0447\u0438\u0442\u044c \u0432\u0456\u043d \u044f\u043a &#8220;\u0427\u0438 \u0431\u0443\u043b\u0438 \u0432\u0438 \u0437\u0430\u0434\u043e\u0432\u043e\u043b\u0435\u043d\u0456 \u0441\u0435\u0440\u0432\u0456\u0441\u043e\u043c?&#8221;. \u041a\u0456\u043b\u044c\u043a\u0456\u0441\u0442\u044c \u043b\u044e\u0434\u0435\u0439, \u0449\u043e \u0432\u043a\u0430\u0437\u0430\u043b\u0438, \u0449\u043e \u0432\u043e\u043d\u0438 \u0437\u0430\u0434\u043e\u0432\u043e\u043b\u0435\u043d\u0456 \u0456 \u0454 \u0442\u0430 \u0441\u0430\u043c\u0430 CSAT \u043e\u0446\u0456\u043d\u043a\u0430.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0406\u043d\u0434\u0435\u043a\u0441 \u0441\u043f\u043e\u0436\u0438\u0432\u0430\u0447\u0456\u0432 \u043b\u043e\u044f\u043b\u044c\u043d\u043e\u0441\u0442\u0456 (NPS). \u0490\u0440\u0443\u043d\u0442\u0443\u0454\u0442\u044c\u0441\u044f \u043d\u0430 \u043e\u043f\u0438\u0442\u0443\u0432\u0430\u043d\u043d\u0456 \u043f\u0440\u043e \u0442\u0435, \u0447\u0438 \u043f\u043e\u0440\u0430\u0434\u044f\u0442\u044c \u043a\u043b\u0456\u0454\u043d\u0442\u0438 \u043f\u0456\u0441\u043b\u044f \u0441\u0432\u043e\u0433\u043e \u0434\u043e\u0441\u0432\u0456\u0434\u0443 \u0432\u0430\u0448\u0443 \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u044e \u0434\u0440\u0443\u0437\u044f\u043c \u0430\u0431\u043e \u0440\u043e\u0434\u0438\u0447\u0430\u043c.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u041a\u043e\u0435\u0444\u0456\u0446\u0456\u0454\u043d\u0442 \u0443\u0442\u0440\u0438\u043c\u0430\u043d\u043d\u044f \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432. \u041f\u043e\u043a\u0430\u0437\u0443\u0454 \u0432\u0456\u0434\u0441\u043e\u0442\u043e\u043a \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432, \u044f\u043a\u0456 \u043f\u0440\u043e\u0442\u044f\u0433\u043e\u043c \u0442\u0440\u0438\u0432\u0430\u043b\u043e\u0433\u043e \u0447\u0430\u0441\u0443 \u0437\u0432\u0435\u0440\u0442\u0430\u044e\u0442\u044c\u0441\u044f \u0437\u0430 \u043f\u043e\u0441\u043b\u0443\u0433\u0430\u043c\u0438 \u0434\u043e \u0432\u0430\u0448\u043e\u0457 \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u0457.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u041a\u043e\u0435\u0444\u0456\u0446\u0456\u0454\u043d\u0442 \u0432\u0442\u0440\u0430\u0442\u0438 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432. \u0412\u0456\u0434\u043f\u043e\u0432\u0456\u0434\u043d\u043e, \u043f\u043e\u043a\u0430\u0437\u0443\u0454 \u0432\u0456\u0434\u0441\u043e\u0442\u043e\u043a \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u044f\u043a\u0456 \u0432\u0456\u0434\u043c\u043e\u0432\u0438\u043b\u0438\u0441\u044f \u0432\u0456\u0434 \u043f\u043e\u0441\u043b\u0443\u0433 \u0432\u0430\u0448\u043e\u0457 \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u0457. \u0412\u0442\u0440\u0430\u0442\u0430 \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u043d\u0435\u043c\u0438\u043d\u0443\u0447\u0430, \u0430\u043b\u0435 \u0432\u0438\u0441\u043e\u043a\u0438\u0439 \u043f\u043e\u043a\u0430\u0437\u043d\u0438\u043a \u0441\u0438\u0433\u043d\u0430\u043b\u0456\u0437\u0443\u0454 \u043f\u0440\u043e \u0442\u0435, \u0449\u043e \u0448\u0432\u0438\u0434\u0448\u0435 \u043f\u043e\u0442\u0440\u0456\u0431\u043d\u043e \u0432\u0436\u0438\u0432\u0430\u0442\u0438 \u0437\u0430\u0445\u043e\u0434\u0456\u0432.<\/span><\/li>\n<\/ol>\n<h2><span style=\"font-weight: 400;\">\u041f\u043e\u043a\u0440\u0430\u0449\u0443\u0439\u0442\u0435 \u0441\u0432\u0456\u0439 CX \u0456 \u0437\u0430\u0431\u0435\u0437\u043f\u0435\u0447\u0442\u0435 \u0434\u043e\u0432\u0433\u043e\u0441\u0442\u0440\u043e\u043a\u043e\u0432\u0456 \u0432\u0456\u0434\u043d\u043e\u0441\u0438\u043d\u0438 \u0437 \u043a\u043b\u0456\u0454\u043d\u0442\u0430\u043c\u0438<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0412\u0441\u0456 \u043f\u0435\u0440\u0435\u0440\u0430\u0445\u043e\u0432\u0430\u043d\u0456 \u0432\u0438\u0449\u0435 \u043f\u043e\u0440\u0430\u0434\u0438 \u043c\u043e\u0436\u043d\u0430 \u043e\u0431&#8217;\u0454\u0434\u043d\u0430\u0442\u0438 \u0432 \u043e\u0434\u043d\u0435 \u043f\u043e\u043d\u044f\u0442\u0442\u044f &#8211; \u043a\u043b\u0456\u0454\u043d\u0442\u0441\u044c\u043a\u0438\u0439 \u0434\u043e\u0441\u0432\u0456\u0434 \u0430\u0431\u043e CX. \u041d\u0430\u0432\u0456\u0442\u044c \u044f\u043a\u0449\u043e \u0432\u0430\u0448 \u043f\u0440\u043e\u0434\u0443\u043a\u0442 \u0431\u0443\u0434\u0435 \u043d\u0430\u0439\u043a\u0440\u0430\u0449\u0438\u043c \u0443 \u0441\u0432\u0456\u0442\u0456, \u0430\u043b\u0435 \u0432\u0430\u0448\u0430 \u043a\u043b\u0456\u0454\u043d\u0442\u0441\u044c\u043a\u0430 \u043f\u0456\u0434\u0442\u0440\u0438\u043c\u043a\u0430 \u0431\u0443\u0434\u0435 \u043a\u0443\u043b\u044c\u0433\u0430\u0442\u0438, \u0432\u0438 \u043d\u0435 \u0437\u043c\u043e\u0436\u0435\u0442\u0435 \u0443\u0442\u0440\u0438\u043c\u0443\u0432\u0430\u0442\u0438 \u043f\u043e\u043a\u0443\u043f\u0446\u0456\u0432.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0420\u043e\u0437\u0432\u0438\u0432\u0430\u0439\u0442\u0435 \u0439 \u043f\u043e\u043a\u0440\u0430\u0449\u0443\u0439\u0442\u0435 \u0441\u0432\u043e\u044e \u043a\u043b\u0456\u0454\u043d\u0442\u0441\u044c\u043a\u0443 \u043f\u0456\u0434\u0442\u0440\u0438\u043c\u043a\u0443 \u0437\u0430 \u0434\u043e\u043f\u043e\u043c\u043e\u0433\u043e\u044e \u0441\u0443\u0447\u0430\u0441\u043d\u0438\u0445 \u0456\u043d\u0441\u0442\u0440\u0443\u043c\u0435\u043d\u0442\u0456\u0432 \u043c\u0443\u043b\u044c\u0442\u0438\u043a\u0430\u043d\u0430\u043b\u044c\u043d\u043e\u0457 \u043f\u0456\u0434\u0442\u0440\u0438\u043c\u043a\u0438 Zendesk. \u0426\u0435 \u0434\u043e\u043f\u043e\u043c\u043e\u0436\u0435 \u0432\u0430\u043c \u043f\u0456\u0434\u0432\u0438\u0449\u0438\u0442\u0438 \u0437\u0430\u0434\u043e\u0432\u043e\u043b\u0435\u043d\u0456\u0441\u0442\u044c \u043a\u043b\u0456\u0454\u043d\u0442\u0456\u0432 \u0456 \u0457\u0445 \u043b\u043e\u044f\u043b\u044c\u043d\u0456\u0441\u0442\u044c \u0434\u043e \u0432\u0430\u0448\u043e\u0433\u043e \u0431\u0456\u0437\u043d\u0435\u0441\u0443. \u0417\u0430\u043b\u0438\u0448\u0442\u0435 \u0437\u0430\u044f\u0432\u043a\u0443 \u0434\u043b\u044f \u043e\u0442\u0440\u0438\u043c\u0430\u043d\u043d\u044f \u043a\u043e\u043d\u0441\u0443\u043b\u044c\u0442\u0430\u0446\u0456\u0457 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