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NAGASA Publishes "Creating and Maintaining Client Loyalty"
Washington, DC, November 10, 1999: The North American Graphic Arts Suppliers Association (NAGASA) announces publication of "Creating and Maintaining Client Loyalty." Written by noted industry consultant Terry A. Nagi of Terry Nagi and Associates and published as part of the informative NAGASA White Paper Series, the document is a 20-page saddle-stitched booklet measuring 5.5" x 8.5".
"Development of ’Creating and Maintaining Client Loyalty’ arose from a perception that client loyalty is on the wane," explained NAGASA President and CEO Peter Brehm. He added, "Through a survey of the channel and by drawing on Terry’s extensive knowledge we wanted to explore the extent to which this assertion is true and steps that dealers can take to address this topic."
The document addresses a range of important issues, including:
- Whether client loyalty is on the wane, and the seriousness of the loss of client loyalty
- The role of formal surveys
- Methods of conducting formal surveys, including a suggested annual survey procedure, the value of key account luncheons, and focus groups
- Perceptions about "one-stop shopping"
- Expanding hours of contact
- Client training
- Computer communication with customers
- Client loyalty programs
- Supplier differentiation
NAGASA members receive the first copy of this document without charge. Copies are available for $5.00/$15.00, including shipping. Bulk order discounts are available. To order copies or get additional information contact NAGASA by phone: 202-328-8441, fax: 202-328-8513, or email: information@nagasa.org.
The North American Graphic Arts Suppliers Association (NAGASA) is the world’s largest association devoted to the needs of dealers, distributors, value-added resellers, and manufacturers who sell through these organizations. NAGASA and its member network represent more than $4.5 billion of traditional and digital equipment and supplies within the total $6 billion printing and imaging channel marketplace. With hundreds of member firms, NAGASA is dedicated to advancing the channel as the source of value added quality products and services for customers.