[China Glass Network] Let customers be satisfied, customers will continue to buy your products, you will be more trustworthy, how to make customers satisfied, improve customer loyalty, which requires customer management tools.
·How the frontier of customer management is to satisfy customers ·Carely set up and fulfill commitments ·Leadership management of customers ·Actively resolve customer complaints ·Evaluate customer satisfaction and customer loyalty in time ·Acquire customer satisfaction and loyalty is a System engineering However, can this allow customers to repeat purchases? We need to summarize some sales techniques, how to make customers repeat purchases become one of the three realms of customer management.
Key point 1: Product promotion is consistent with customer experience
Providing good products and services to customers, customers have certain expectations before purchasing products. After shopping, they have a real feeling about this purchase behavior. Customers feel that the value is excellent, customers will be satisfied, and repeated purchases may occur. Or word of mouth. Some companies have done a good job of propaganda, customer expectations are high, and the actual experience is quite different, and the effect may not be good.
At present, there are some problems in TV shopping, which is to exaggerate the product advantages. The customer's expectation of the product is too different from the actual one, resulting in frequent complaints about TV shopping behavior. Describe the product truthfully, it will have certain benefits for future word-of-mouth publicity.
Key point 2: Establishing emotional bonds with customers, customer care is very important
For this article, large and small companies can use different methods. For example, Bertelsmann’s former book clubs are a good way to build emotional bonds with customers. For developing companies, you can use similar birthday reminders, holiday gifts, etc. means. Take the mother and baby company as an example. When the baby is 3 months old, change the milk powder from the previous generation to the 2nd generation milk powder. If we can remind the parents to pay attention to this matter, the customer will feel very warm. The possibility of repeated purchases is very large. More importantly: this kind of customer care is one-to-one care, that is, the sales staff can make more appropriate product recommendations for specific customers at the right time.
However, customer management needs to have a software system. The current method of purchase may be expensive, but the way to rent software is cheap and fast. The author strongly recommends “XTools Enterprise Vitamin†for customer management and customer relationship maintenance. . Because, every time you share with the customer's historical history, each employee will give a more appropriate service. The short message bursting, mass mailing, etc. provided by the system are beneficial to increase the communication frequency between employees and customers.
Key point three: the use of coupons and promotional systems
Dangdang and Excellence often deposit 5/10 yuan into the client's account, which is the typical use of coupons. If you do better, you should classify the customer, associate the customer and the products you need, and promote and discount the customer's demand point, then the effect will be better. If Dangdang has to go through the back-end data analysis, you may need to purchase books in the enterprise management category. Dangdang can purchase this customer's 20% discount coupon for such goods, the result may be more impactful.
Preferential policies have swept across the industry, and when you are told that you can buy a product below the market price, you will have the urge to buy anyway. For the old customers, there are ways and means to quickly communicate. We need to use information technology (such as customer management system) to convey our promotion methods, but at least one point, the company's unified management of customer contact information and other information is old. The data base of the customer promotion offer.
We also need to pay attention to the fact that to promote the old customers, we need to choose the appropriate communication means. Some customers never receive emails. If you only send your offers by email, the discounts may be discounted.
Key point four: the use of points and price system
It is very important to establish a point system and a price system. When a customer purchases a certain amount and automatically transfers to a higher level member, he can enjoy a certain discount price based on the member price. Customer accumulated points can be converted into cash, gifts or discount coupons. It also depends on the fact that you can recall your customer's historical spending history at any time, based on whether you have an online customer management system like XToolsCRM.
Key point five: making repeat purchases easier
Simply put, the more channels customers (Internet, specialty stores, mail order, etc.) buy from you, the better. Why do you say this? Because the use of multi-channel customers represents the firmness of their relationship with your company and can reflect the value of your company. The Internet is a particularly effective vehicle that can help customers achieve multi-channel buying behavior.
If a clothing store can also open an online store in Taobao, it will let the clothing store owner get unexpected gains, the quick browsing of the Internet, and fast payment will promote the rapid achievement of business. Because: When the customer generates the impulse to buy, the product can be obtained (even if it is delayed), and the pleasure of the customer in online shopping is here.
Conclusion:
We are able to generate repeat purchases for our customers. Not only that, but also the higher level of customer management is the reputation of the higher level of customer management, allowing customers and potential customers to advertise before. This will be described in detail in three of the three levels of customer management.
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