Repositorio Institucional Universidad EAFIT ::Examinando por Materia "Fidelidad"

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Fidelidad de los clientes con sus asesores : el reto en las empresas de servicios.
(Universidad EAFIT, 2019) Builes Toro, Carolina; Muñoz Molina, Yaromir
Actually, insurance advisors are experts in knowledge of needs and solutions that a client, at certain times in its life, may require. Therefore, this research seeks to find those characteristics that make clients feel loyal to their advisors and have a long-term relationship, after the sale of the insurance; that is, in the after-sales. Besides, it seeks to define whether of these characteristics generate loyalty with the advisor, to the point of developing a positive experience in the client, which makes prefer him and stay with him, based on trust and satisfaction. The type of research chosen is qualitative and exploratory, which allows interview in-depth, people between the ages of 25 and 55, in stratum 3 to 6, and just in the city of Medellin and the Valley of Aburrá, preferably without kids. The results of this research, show that clients are increasingly demanding in terms of the relationship, their advisors, and require, not only empathy on their part to deal with them, from understanding and language, but also knowledge from the solutions of their needs and accompaniment in all moments of its life, whether they use the insurance or if they don´t have interactions with it.