Each manager is facing such a reality: product differences are getting smaller and smaller, the promotion methods are similar, and there are more and more competitors, and customers are becoming more and more discerning. How do companies survive in this environment? However, the driving force for stable development is still nothing more than three points: operating efficiency, market share and customer reservations. The two key issues that CRM needs to solve are: increasing market share and increasing customer reservations. The resolution of these two problems is to be collected on a core issue, the maintenance and improvement of customer loyalty. The important factors of stimulating customers to loyalty to enterprises are: internal value, transaction costs, interaction role of people with various relationships, social or emotional commitments. However, companies only have these quality, and they may not be able to obtain too many high -loyal customers, because enterprises must first have a “customer -centric” culture, and reflect this culture into the business process of various business departments of the enterprise. middle.
So, how much is the current problem with the most economic benefits of the company’s loyalty to cultivate customer loyalty? Enterprises are facing a common problem: how to improve the loyalty of customers? In the following, we will summarize some strategies and methods often used in the process of customer loyalty training, for your reference only!
The establishment of employee loyalty
has an indisputable fact: companies with high -level customer loyalty generally have higher employee loyalty at the same time. If a company’s employee flow rate is very high, it is impossible to obtain a higher customer loyalty; because the products/services obtained by customers are obtained through contact with employees. Therefore, the core principle of customer loyalty is: first to serve your employees, and then it is possible to serve your customers.
C determination of customer value orientation
It to increase customer loyalty, we must first know which factors will affect the customer’s orientation. Customer orientation usually depends on three aspects: value, system and people. When customers feel that products or services are insufficient in terms of quality, quantity, reliability or “suitable”, they usually focus on value orientation. The expected value is affected by the cost of goods or services, and the expectations of low -cost and higher cost products are different. But when the quality of the core products is lower than the expected value, they will consider the price.
The practical 80/20 principle
The enterprise implementation customer loyalty plan should be applied to the 80/20 rule. In summary, 80%of the company’s income comes from 20%of customers. All customers are not the same value for enterprises; some of them bring long -term value to the company. Wise companies should be able to track customers and customers, and provide targeted products and services based on the value of customers. Therefore, when we implement the customer loyalty plan, we should focus on 20% -30%of high -value customers, but at the same time we should consider some customers with valuable potential and adopt corresponding strategies.
The customer recognition “value”
only to maintain a stable source of customers can we win a rich profit margin for the brand. However, when the merchant uses “discount” and “promotion” as the only means to pursue customers, “price reduction” will only cause companies and brands to lose their most loyal “customer groups”. Promotion and price reduction methods cannot improve customers. For loyalty, the “price war” can only bring more and more “no loyalty” customers to the brand; and when merchants and companies seek their own development and high profit growth, these customers will lose their loss. Essence Cultivating loyal customer bases cannot only be “cheap and good”, but also to let customers understand that this product is “value for money”. Due to the “homogeneity of business”, companies can only truly cultivate their own “loyal customer base”. n The measures to make up according to the status quo of customer loyalty
The customer loyalty will inevitably be in a state in the company. Therefore, the company can understand the current status of the customer. Loyalty. Generally speaking, customer loyalty can be divided into 5 stages, suspicion, expectation, the first purchase of customers, repeated purchase of customers, brand promotion customers. If your client relationship establishment and maintenance process cannot ensure the loyalty of customers, you should consider it again.
IND first
In the era of consumer consciousness, good customer service is the best way to build customer loyalty. Including service attitude, response to customer needs or speed of appeal, return and exchange service, etc., let customers understand the content of the service and obtain the service. Because today’s customers are becoming more and more discerning, and they will be very “sensitive” after buying the product. When they trade with the company, they hope to get enough pleasure and minimize the trouble. When these customers get a good customer service (big service) experience, they will naturally form a “second purchase”; however, if they get a bad experience, they will go to more people around To promote their “unfortunate”. Therefore, in order to improve the customer experience, companies must make services related to the product, and then the real product sales.
The resolve customer complaints
For most companies, only 10%of customers can have the opportunity to explain to the company; and the remaining 90%are customers. Without the opportunity to express it to the company, these complaints can only reflect in some behaviors, such as the debated account payable, not polite enough to the first -line customer service staff, and so on. Moreover, with the help of Internet, these unhappy customers can easily let thousands of people know her feelings. Therefore, enterprises must quickly solve them quickly before this unpleasant thing happens, try to give customers a chance to complain, so that they have the opportunity to say that they are unscrupulous and try to solve these unscrupulous problems. Enterprises can set up company standards based on customer response time and customer trend analysis. In foreign countries, “staff complaining monitoring” is an important tool for high -levels to decide. In addition, the harm caused by the incompetent service is obvious. The impact of making up for this harm should be regarded as an opportunity, not just a routine routine. When we resolve customer complaints, we start with two aspects, one is to provide convenience for customers to complain, and the other is to quickly and effectively handle these complaints.
Inned and retaining customer feedback
This research shows that customer feedback is closely related to customer perception of high -quality services. The arrival of Internet has changed the customer’s perception of feedback. Gradually, customers began to expect companies to get a 24 -hour service. Moreover, customers are now accustomed to visiting the website and expect the answer to get questions on the Internet. Some latest technical tools, such as web-based self-service services, E-mail management, Chat/Web call-back, have gradually become one of the key applications of the company’s customer service department.
The definition of customer value
“Customer loyal password” is very valuable. Knowing that the value of customers is very important for the establishment of higher customer loyalty. However, if the company wants to really know the value definition of customers, it is by no means easy, because the value definition of customers is constantly changing. Investment in customer loyalty research helps the company understand “how much value can bring customers”.
A actively providing new information that is interested in customers
The service has become a trend. For example, you can design a program. Please fill in the theme he is most interested in, or design an automatic analysis of the customer database to find the topic that customers are most interested in. When there is a new product in this area, the customer actively notifys the customer, and the recommendation letter will be able to give customers a different personal service experience.
The customer regeneration
Researchers’ research found that the success rate of selling products to a loss -making customer is twice the success rate of sales to a new customer. In many companies, recovery customers are usually the easiest and increasing strategies that can increase income. Under normal circumstances, the company loses an average of 20%-40%of customers each year; therefore, the company not only needs to establish a customer acquisition and customer retention strategy, but also to establish a “customer regeneration” strategy. Because no company can achieve 100%of customers, each company needs to re -obtain these high -value customers who have lost.
The use of multiple service channels for the same customer
The researcher research shows that the loyalty of customers who contact the company through multiple channels should be significantly higher than through the single channel and the company. Customers who are in contact. However, the premise of this conclusion is that customers can get the same service by entering the website, logging in to the website or calling the call center. In order to realize this multi -channel product delivery and product services, the company must be able to integrate the resources and information of these various channels. Only in this way can we clearly know when the customer likes and what channels, and no matter what the customer uses it, Channels, enterprises related to customers can get customer -related and unified information. Customers’ fedness and personalized pursuit make our companies have to change their channels; there is no choice, otherwise, customers will only flow to competitors. In addition, enterprises should establish a multi -layer connection with customers. The knowledge that the company has contact with customers should never come from a single customer service personnel. This narrow contact will make the enterprise easily cause information distortion and generate inaccurate judgment, and this commission relationship is very very very dedicated to the relationship. The fragile, when the connection changes, will open the door for competitors. The ideal situation is that there is a multi -layer connection between the customer and the enterprise, and the multi -layer contact information can be integrated.
It is not difficult to deal with a business in a single business. What is difficult is how to make this customer a loyal customer. You can often pay for your products and build a long -term relationship with customers. Take our company as an example. Let me tell you how to improve the loyalty of customers, first of all, from the following aspects. . First of all, the company must have products that are suitable for market demand and suitable for customers. The product is the key to the connection between you and the customer. This product is liked by customers and is also what he needs. Our company is doing clothing for clothing. The link between our fabrics and customers must be because this fabric is very suitable for the new costumes they designed and developed. Secondly, there is a suitable price, the goods period, the contract, and the delivery deposit. . The delivery time should be on time. Usually, the clothes are seasonal, and the time is very strong. Some popular styles are time -time and what is popular. That is to say The style is only a period of time on the market. Everyone rushed out of time. If the delivery time must be shipped on time, their delivery time is also limited. three, service attitude, seriously, making fabrics is really a headache. Each cloth from embryo to dyeing, printing, washing water, and after layer of processes, it is impossible to make it. It is impossible Each cloth is perfect. Many times, customers will encounter various problems when they buy. Some dyed sticky, some will draw yarn, and some cloth heads. often receives feedback from customers, saying that the fabric is problematic. Generally, it is to make up the loss or return. four, your products can make customers make money, customers are willing to believe in you, stand in the position of customers to think about problems, and truly achieve win -win. The it is a good product, with good service attitude, reputation and trust, which can make customers make money. This is true.
Pay content for time limit to check for freenAnswer Hello, the methods of improving customer loyalty are: 1. The most lack of products to solve problems for customers in this market in time are products, but it is critical to maintain and improve customer loyalty. Because loyalty can not be formed by a transaction, but after purchasing the product through customers, no matter what the customer encounters product problems, companies can stand up to solve the problem for customers as soon as possible. Second, keep in touch with customers often keep in touch. For example, on holidays or important days, send blessings to customers through sending messages or emails, and often brush a sense of presence.n3. Understand customer needs and improve service quality. According to the previous purchase records of customers, analyze and listen to the products they need, and introduce a push product randomly, this will make customers feel that you are wasting their time and not paying attention to them. Therefore, we must pay attention to the investigation and analysis of customer needs and let customers tell you what products and services they need. At the same time, corporate personnel make accurate product analysis and send them to customers, serve well, communicate well customers, and provide them with more choices.nAsk you, this is the same as Baidu saidnAnswer 4. Improve product quality and provide quality and low -quality products with quality and low quality and low -quality products. Therefore, enterprises need to be pursued by customers’ products, while improving the quality of the product, and reasonably formulate product prices, thereby increasing customer loyalty. In addition, enterprises should establish a correct “profit concept”, and do not blindly pursue the maximization of interests, and take into account the “expected price” pricing of the product in the hearts of customers.nV. Pay attention to the later after -sales service to win the trust of customers. In addition to being good at listening to the opinions and suggestions of customers, we must also deal with customer complaints in a timely manner. Because customers sometimes do not care about what you are doing at this moment, they only care about whether their demands can be quickly resolved, and their feelings are concerned. Therefore, solving problems for customers in time, usually to help customers solve problems, can often increase customers’ loyalty to enterprises.nQuestion you copy and paste at Baidu, right?nAnswer 6. Observing Xinnuo’s integrity operation is the rule that every company must follow. Therefore, when the company promises when to solve the problem for customers, or when to send them products, it should be completed on schedule. This will make customers feel honest and trustworthy. Essencen5 morenBleak
The best way to enhance customers’ loyalty is to establish a service system that is suitable for their own. So what is the service system? The service system is the planning of attitudes, obligations, and additional obligations from after -sales, pre -sale, and implementation. 1. Establish your own service core criterion For example: let customers feel the warmth, comfortable, comfortable environment 2. Training their employees A good implementation must be hired, training, incentives, etc., establish a clear reward and punishment system, and implement the service concept. For example: every day managers can gather employees to open a morning meeting to discuss and solve possible things. For example, when customers enter the door, they smile and greet customers. Identify and meet the needs of customers. When customers are leaving, they must also smile and say goodbye. 2 Regularly passed the return This visiting customers to measure the degree of success of their service system. For example, do you have a good meal in our store? Is our dish taste in line with your taste and our service? What do you have for us, etc., and improve the feedback by returning visits. 3. Create a unique, unforgettable personalized experience for customers , such as children, what should the old people do? How to do the most appropriate time at the most appropriate time? How to define whether to force the service you think is good to consumers? How about the ‘pleasing guests’ and so on. 4. Think of what customers think, do customers dare not think , for example: men and women friends come to eat on rainy days, and men’s leather shoes are soiled. At this time, if the store can wipe leather shoes services, It will make the happiness of customers be further improved for a long time, the dissemination of the word of mouth, and the value of the brand’s value. With the development of the economy, the homogeneity of commodities is getting higher and higher. Only when you want customers to think, do customers dare not think, make differentiated services, can you stand out in the vast sea of business! Thank you for reading my article.
Each manager is facing such a reality: product differences are getting smaller and smaller, the promotion methods are similar, and there are more and more competitors, and customers are becoming more and more discerning. How do companies survive in this environment? However, the driving force for stable development is still nothing more than three points: operating efficiency, market share and customer reservations. The two key issues that CRM needs to solve are: increasing market share and increasing customer reservations. The resolution of these two problems is to be collected on a core issue, the maintenance and improvement of customer loyalty.
The important factors of stimulating customers to loyalty to enterprises are: internal value, transaction costs, interaction role of people with various relationships, social or emotional commitments. However, companies only have these quality, and they may not be able to obtain too many high -loyal customers, because enterprises must first have a “customer -centric” culture, and reflect this culture into the business process of various business departments of the enterprise. middle.
So, how much is the current problem with the most economic benefits of the company’s loyalty to cultivate customer loyalty? Enterprises are facing a common problem: how to improve the loyalty of customers? In the following, we will summarize some strategies and methods often used in the process of customer loyalty training, for your reference only!
The establishment of employee loyalty
has an indisputable fact: companies with high -level customer loyalty generally have higher employee loyalty at the same time. If a company’s employee flow rate is very high, it is impossible to obtain a higher customer loyalty; because the products/services obtained by customers are obtained through contact with employees. Therefore, the core principle of customer loyalty is: first to serve your employees, and then it is possible to serve your customers.
C determination of customer value orientation
It to increase customer loyalty, we must first know which factors will affect the customer’s orientation. Customer orientation usually depends on three aspects: value, system and people. When customers feel that products or services are insufficient in terms of quality, quantity, reliability or “suitable”, they usually focus on value orientation. The expected value is affected by the cost of goods or services, and the expectations of low -cost and higher cost products are different. But when the quality of the core products is lower than the expected value, they will consider the price.
The practical 80/20 principle
The enterprise implementation customer loyalty plan should be applied to the 80/20 rule. In summary, 80%of the company’s income comes from 20%of customers. All customers are not the same value for enterprises; some of them bring long -term value to the company. Wise companies should be able to track customers and customers, and provide targeted products and services based on the value of customers. Therefore, when we implement the customer loyalty plan, we should focus on 20% -30%of high -value customers, but at the same time we should consider some customers with valuable potential and adopt corresponding strategies.
The customer recognition “value”
only to maintain a stable source of customers can we win a rich profit margin for the brand. However, when the merchant uses “discount” and “promotion” as the only means to pursue customers, “price reduction” will only cause companies and brands to lose their most loyal “customer groups”. Promotion and price reduction methods cannot improve customers. For loyalty, the “price war” can only bring more and more “no loyalty” customers to the brand; and when merchants and companies seek their own development and high profit growth, these customers will lose their loss. Essence Cultivating loyal customer bases cannot only be “cheap and good”, but also to let customers understand that this product is “value for money”. Due to the “homogeneity of business”, companies can only truly cultivate their own “loyal customer base”. n The measures to make up according to the status quo of customer loyalty
The customer loyalty will inevitably be in a state in the company. Therefore, the company can understand the current status of the customer. Loyalty. Generally speaking, customer loyalty can be divided into 5 stages, suspicion, expectation, the first purchase of customers, repeated purchase of customers, brand promotion customers. If your client relationship establishment and maintenance process cannot ensure the loyalty of customers, you should consider it again.
IND first
In the era of consumer consciousness, good customer service is the best way to build customer loyalty. Including service attitude, response to customer needs or speed of appeal, return and exchange service, etc., let customers understand the content of the service and obtain the service. Because today’s customers are becoming more and more discerning, and they will be very “sensitive” after buying the product. When they trade with the company, they hope to get enough pleasure and minimize the trouble. When these customers get a good customer service (big service) experience, they will naturally form a “second purchase”; however, if they get a bad experience, they will go to more people around To promote their “unfortunate”. Therefore, in order to improve the customer experience, companies must make services related to the product, and then the real product sales.
The resolve customer complaints
For most companies, only 10%of customers can have the opportunity to explain to the company; and the remaining 90%are customers. Without the opportunity to express it to the company, these complaints can only reflect in some behaviors, such as the debated account payable, not polite enough to the first -line customer service staff, and so on. Moreover, with the help of Internet, these unhappy customers can easily let thousands of people know her feelings. Therefore, enterprises must quickly solve them quickly before this unpleasant thing happens, try to give customers a chance to complain, so that they have the opportunity to say that they are unscrupulous and try to solve these unscrupulous problems. Enterprises can set up company standards based on customer response time and customer trend analysis. In foreign countries, “staff complaining monitoring” is an important tool for high -levels to decide. In addition, the harm caused by the incompetent service is obvious. The impact of making up for this harm should be regarded as an opportunity, not just a routine routine. When we resolve customer complaints, we start with two aspects, one is to provide convenience for customers to complain, and the other is to quickly and effectively handle these complaints.
Inned and retaining customer feedback
This research shows that customer feedback is closely related to customer perception of high -quality services. The arrival of Internet has changed the customer’s perception of feedback. Gradually, customers began to expect companies to get a 24 -hour service. Moreover, customers are now accustomed to visiting the website and expect the answer to get questions on the Internet. Some latest technical tools, such as web-based self-service services, E-mail management, Chat/Web call-back, have gradually become one of the key applications of the company’s customer service department.
The definition of customer value
“Customer loyal password” is very valuable. Knowing that the value of customers is very important for the establishment of higher customer loyalty. However, if the company wants to really know the value definition of customers, it is by no means easy, because the value definition of customers is constantly changing. Investment in customer loyalty research helps the company understand “how much value can bring customers”.
A actively providing new information that is interested in customers
The service has become a trend. For example, you can design a program. Please fill in the theme he is most interested in, or design an automatic analysis of the customer database to find the topic that customers are most interested in. When there is a new product in this area, the customer actively notifys the customer, and the recommendation letter will be able to give customers a different personal service experience.
The customer regeneration
Researchers’ research found that the success rate of selling products to a loss -making customer is twice the success rate of sales to a new customer. In many companies, recovery customers are usually the easiest and increasing strategies that can increase income. Under normal circumstances, the company loses an average of 20%-40%of customers each year; therefore, the company not only needs to establish a customer acquisition and customer retention strategy, but also to establish a “customer regeneration” strategy. Because no company can achieve 100%of customers, each company needs to re -obtain these high -value customers who have lost.
The use of multiple service channels for the same customer
The researcher research shows that the loyalty of customers who contact the company through multiple channels should be significantly higher than through the single channel and the company. Customers who are in contact. However, the premise of this conclusion is that customers can get the same service by entering the website, logging in to the website or calling the call center. In order to realize this multi -channel product delivery and product services, the company must be able to integrate the resources and information of these various channels. Only in this way can we clearly know when the customer likes and what channels, and no matter what the customer uses it, Channels, enterprises related to customers can get customer -related and unified information. Customers’ fedness and personalized pursuit make our companies have to change their channels; there is no choice, otherwise, customers will only flow to competitors. In addition, enterprises should establish a multi -layer connection with customers. The knowledge that the company has contact with customers should never come from a single customer service personnel. This narrow contact will make the enterprise easily cause information distortion and generate inaccurate judgment, and this commission relationship is very very very dedicated to the relationship. The fragile, when the connection changes, will open the door for competitors. The ideal situation is that there is a multi -layer connection between the customer and the enterprise, and the multi -layer contact information can be integrated.
It is not difficult to deal with a business in a single business. What is difficult is how to make this customer a loyal customer. You can often pay for your products and build a long -term relationship with customers. Take our company as an example. Let me tell you how to improve the loyalty of customers, first of all, from the following aspects.
. First of all, the company must have products that are suitable for market demand and suitable for customers. The product is the key to the connection between you and the customer. This product is liked by customers and is also what he needs. Our company is doing clothing for clothing. The link between our fabrics and customers must be because this fabric is very suitable for the new costumes they designed and developed. Secondly, there is a suitable price, the goods period, the contract, and the delivery deposit.
. The delivery time should be on time. Usually, the clothes are seasonal, and the time is very strong. Some popular styles are time -time and what is popular. That is to say The style is only a period of time on the market. Everyone rushed out of time. If the delivery time must be shipped on time, their delivery time is also limited.
three, service attitude, seriously, making fabrics is really a headache. Each cloth from embryo to dyeing, printing, washing water, and after layer of processes, it is impossible to make it. It is impossible Each cloth is perfect. Many times, customers will encounter various problems when they buy. Some dyed sticky, some will draw yarn, and some cloth heads.
often receives feedback from customers, saying that the fabric is problematic. Generally, it is to make up the loss or return.
four, your products can make customers make money, customers are willing to believe in you, stand in the position of customers to think about problems, and truly achieve win -win.
The it is a good product, with good service attitude, reputation and trust, which can make customers make money. This is true.
Pay content for time limit to check for freenAnswer Hello, the methods of improving customer loyalty are: 1. The most lack of products to solve problems for customers in this market in time are products, but it is critical to maintain and improve customer loyalty. Because loyalty can not be formed by a transaction, but after purchasing the product through customers, no matter what the customer encounters product problems, companies can stand up to solve the problem for customers as soon as possible. Second, keep in touch with customers often keep in touch. For example, on holidays or important days, send blessings to customers through sending messages or emails, and often brush a sense of presence.n3. Understand customer needs and improve service quality. According to the previous purchase records of customers, analyze and listen to the products they need, and introduce a push product randomly, this will make customers feel that you are wasting their time and not paying attention to them. Therefore, we must pay attention to the investigation and analysis of customer needs and let customers tell you what products and services they need. At the same time, corporate personnel make accurate product analysis and send them to customers, serve well, communicate well customers, and provide them with more choices.nAsk you, this is the same as Baidu saidnAnswer 4. Improve product quality and provide quality and low -quality products with quality and low quality and low -quality products. Therefore, enterprises need to be pursued by customers’ products, while improving the quality of the product, and reasonably formulate product prices, thereby increasing customer loyalty. In addition, enterprises should establish a correct “profit concept”, and do not blindly pursue the maximization of interests, and take into account the “expected price” pricing of the product in the hearts of customers.nV. Pay attention to the later after -sales service to win the trust of customers. In addition to being good at listening to the opinions and suggestions of customers, we must also deal with customer complaints in a timely manner. Because customers sometimes do not care about what you are doing at this moment, they only care about whether their demands can be quickly resolved, and their feelings are concerned. Therefore, solving problems for customers in time, usually to help customers solve problems, can often increase customers’ loyalty to enterprises.nQuestion you copy and paste at Baidu, right?nAnswer 6. Observing Xinnuo’s integrity operation is the rule that every company must follow. Therefore, when the company promises when to solve the problem for customers, or when to send them products, it should be completed on schedule. This will make customers feel honest and trustworthy. Essencen5 morenBleak
The best way to enhance customers’ loyalty is to establish a service system that is suitable for their own. So what is the service system? The service system is the planning of attitudes, obligations, and additional obligations from after -sales, pre -sale, and implementation.
1. Establish your own service core criterion
For example: let customers feel the warmth, comfortable, comfortable environment
2. Training their employees A good implementation must be hired, training, incentives, etc., establish a clear reward and punishment system, and implement the service concept. For example: every day managers can gather employees to open a morning meeting to discuss and solve possible things. For example, when customers enter the door, they smile and greet customers. Identify and meet the needs of customers. When customers are leaving, they must also smile and say goodbye.
2 Regularly passed the return
This visiting customers to measure the degree of success of their service system. For example, do you have a good meal in our store? Is our dish taste in line with your taste and our service? What do you have for us, etc., and improve the feedback by returning visits.
3. Create a unique, unforgettable personalized experience for customers
, such as children, what should the old people do? How to do the most appropriate time at the most appropriate time? How to define whether to force the service you think is good to consumers? How about the ‘pleasing guests’ and so on.
4. Think of what customers think, do customers dare not think
, for example: men and women friends come to eat on rainy days, and men’s leather shoes are soiled. At this time, if the store can wipe leather shoes services, It will make the happiness of customers be further improved for a long time, the dissemination of the word of mouth, and the value of the brand’s value.
With the development of the economy, the homogeneity of commodities is getting higher and higher. Only when you want customers to think, do customers dare not think, make differentiated services, can you stand out in the vast sea of business!
Thank you for reading my article.
Establish a customer’s brand loyalty, and use good reputation and perfect service system