In this article examples of standard and non-standard points of contact with potential clients are given, their detection mechanisms are described and the examples on this subject from the practical experience of the authors are given as well. In recent years the term “customer focus” has appeared in the marketing departments of Russian service enterprises and in this article variants, where applicable this strategy, are given. The quality of service and what is behind this understanding to the customer, what he expects from the service sector. In the article the analysis points of contact’s stages are considered, examples of the impact of these points to form a loyal customer relationships to the quality of services are given.
Ключевые слова: service, point of contact, identification, strategy, analysis, client, customer, contact, interaction points, customer orientation