The participants discussed methods and techniques of establishing long-term relations with clients. Svitlana Mykhailenko, Director of Kharkiv Branch of ASCA, outlined the following components of successful client relation policy: a wide range of services, introduction of innovative services, easy access to services, customer satisfaction evaluation and individual approach to each client (reminders to extend contracts, birthday greetings etc.). Olena Sokolenko, General Manager of Aurora Premier Hotel, presented the Premier’s loyalty programmes Regular Guest Programme, Premier Awards Programmes and Premier Kids Club. Andriy Mudrievsky, Regional Director for the Eastern Ukraine of the Austrian Airlines, acknowledged the need for a diversified strategy on building relations with clients. He stressed that the strategy should include not only loyalty programmes and advertising campaigns but also company’s positive image, its social responsibility, active participation in media projects and the most important thing – a good quality of company’s product and high level of clients' safety.
General Membership Meeting with local authorities “Small and middle-scale business in crisis situation - EBA Dnipropetrovsk Branch
was held on Thursday, 20.11.2008 at 17:00.
