“La fidelización de clientes y su relación en el incremento de ventas de la Farmacia Patty’s”

Abstract

The investigation for the implementation of a customer loyalty plan at Patty’s Pharmacy aims to determine the current situation based on surveys carried out to customers. After doing the risk analysis, a proposal comes up as an alternative, the design, implementation and information for the staff about thecustomer loyalty plan. Therefore, all activities can be executed effectively in order to achieve the objectives and above all satisfy the customers’ needs. The realization of this plan has its foundation on the pharmacy’s own needs in order to create an administrative tool which will be the base for continuous improvement, benefiting both the indoors customers as well as the outdoors customers. Keywords: Risk analysis, alternative solution, internal customers, external customers, administrative tools, implementation, needs, loyalty plan, proposal, satisfaction.