How to catch customers’ hearts in the supermarket

Reprinted the following information for reference

In how to cultivate retail companies’ customers loyalty
The customer is the “parental parent” of the enterprise and the true “boss” of enterprise employees. How to discover the needs of customers? Fumilize the changes in the needs of customers, understand the true impression of customers in the enterprise, and improve their needs to improve their work and better meet the needs of consumers. Marketing. Cultivating and improving customer loyalty is an important part of customer marketing, or the purpose of customer marketing is to cultivate customer loyalty.

The customer loyalty to the benefits and measures of enterprises
Customer loyalty refers to the customer’s preference for the formation of a certain enterprise’s products or services and repeat the purchase for a long time. The highly loyal customer group is the most precious wealth of the enterprise. A business survey of a consulting company shows that the customer’s maintenance rate has increased by 5 %, and the profit of corporate profits rises by 25 % to 80 %, which can be seen slightly. The benefits of loyal customers to enterprises are mainly manifested in the following aspects:
● Customers’ repeated purchases have increased corporate income. The survey found that the longer the old customers maintained, the greater the purchase volume.
● Loyal customers recommend others to buy, thereby increasing new customers.
● Word of mouth is better than advertising. With a large number of loyal customers’ oral information, it can reduce the cost of attracting new customers, thereby reducing the advertising cost of the enterprise. In a mature and competitive market, the cost of fighting for a new customer is much higher than the cost of maintaining an old customer.
● Customers loyal to customers can increase the economic benefits of the enterprise. The benefits of enterprises are capable of improving employees’ income and improving the working conditions of employees, thereby encouraging morale, increasing employee satisfaction, and promoting work efficiency improvement. At the same time, employees’ high satisfaction can reduce personnel loss and reduce employee recruitment and training costs.
At present, domestic chain retail companies have not done enough in customer marketing, so they should strive to strengthen this work. To improve the loyalty of customers, we must first conduct survey and analysis, and then take measures for training.
It to measure customer loyalty, you can design a survey form to investigate this. The content of the survey form should include the following aspects:
1. Customers repeat the number of purchases.
Generally speaking, the more customers go to a certain shopping mall in a certain period of time, the higher the loyalty of the customer, and the lower the other time.
2, customer attitude towards competitive stores.
The attitude of customers to competition stores and the frequency of patronizing competition stores can judge the customer’s loyalty to our store from the negative side.
3. Customers’ sensitivity to price.
If the customer’s sensitivity to changes in the price of a certain mall, that is, the change in price changes has little effect on its purchase behavior, and it can be judged that the customer’s loyalty to the company is higher. In particular, the sensitivity of corporate poster products can be used as a criterion for judging, but when using this standard, it is necessary to fully consider the rationality of the price level.
4. Customers’ ability to afford product and service quality.
If customers have high loyalty to a certain enterprise, they will be treated with tolerance and sympathy for accidental quality or service accidents, and they will not refuse to visit again. Conversely, complains more and dislike, and spread this emotion in relatives, friends, and even passers -by, which is likely to refuse to patronize again.
Generally speaking, the people who buy it by others are more loyal than those who are affected by advertisements. People who buy at normal price are loyal to those who only buy when price promotion. Young people are more loyal.

Culed customer participation to cultivate customer loyalty
In order to cultivate customer loyalty, the following measures can be taken:
1. Establish a customer participation system.
The customer participation system is a general term for business enterprises to attract customers’ attention, invest and participate in related activities of mall operations. Customers participation can coordinate and enhance the relationship between enterprises and customers, cultivate customer loyalty, and improve their competitiveness. In today’s extremely fierce battle for customers, the establishment of a customer participation system aims to establish, consolidate and develop long -term cooperative relationships between enterprises and customers through mutual benefit to customers, so as to maximize the value of the two. Nowadays, the Chinese market has changed from the “seller market” to the “buyer’s market”. How can we retain the hearts of customers and connect companies with customers with feelings. The key to the success of modern enterprises is “people -oriented” and “God” as “God”. How to make customers feel that the company is part of his own life, which is very important to cause him or her. Customers participating in the system to promote the initiative of the enterprise will come out, and close to the customer will promote the company to further change their ideas, respect consumer rights and value needs, and take the initiative to accept consumers’ discerning, complaints and supervision Today’s competitive situation.
of course, it is difficult for any company to be perfect to achieve the level of unsplented and zero complaints. Finding problems is the prerequisite for solving problems. With the participation of customers, we can constantly discover the problem improvement work to avoid the disadvantages of “do not know the true face of Lushan, but only in this mountain”.
The significance of retail companies to establish a customer participation system lies in:
● Promoting the transformation of the concept of business, strengthening their cooperation with customers, truly doing everything from the needs of customers, let consumers find “God” Feel.
● It is conducive to the development of new businesses and expand business opportunities. With the participation of customers, companies have another very realistic information channel, which is particularly important for the development of new products and discovering the real problems within the enterprise.
● The most important thing is to cultivate customers’ loyalty. “Participation” and “sense of responsibility” are a pair of “twins”. Things that are involved in customers and are recognized by the enterprise will increase the customer’s feelings for the company. This is of great significance to cultivate customers’ loyalty.
In order to allow customers to better participate in the operating activities of the mall, enterprises should take the establishment of a customer participation system as a strategic work, and determine the implementation form and plan of the customer participation system. Enterprises can adopt the customer representative participation system. The individual customers who are concerned about the development of the enterprise and have considerable ability, the organization of customers, and the honorary customers and voluntary supervisors of the community neighborhood committee are hired as a shopping mall. Enterprises make suggestions for improvement. These representatives usually collect the opinions and suggestions of people around them and feedback them to the company in time. The role of their oral information and consumption demonstrations is also better than the role of commercial advertising. Therefore, establishing a stable intimate relationship with the customer representatives, strengthening information communication, and mobilizing the enthusiasm of customer representatives have become a very important measure for enterprises to establish customers’ loyalty.
2. Return to customers.
The business activities of the enterprise not only must be carried out around the customer’s needs, but also given customers a great value return, and from the perspective of winning customers’ loyalty, the entire designing system of the enterprise will be set up, and the customer will establish a “vote for the peach.” Style benign interactive relationship.
3. Practice internal skills and improve customer satisfaction.
C customer satisfaction is an important factor in determining the loyalty of customers. To satisfy the customer, it should be proposed to exceed customer expectations, higher value commitments that are higher than competitors or competitors, unwilling to do, and unwilling to create. Customers satisfied at high levels to form a virtuous circle, which keeps customers loyal to strengthen. However, this requires enterprises to practice internal skills, constantly reflect on themselves, and continue to innovate.

Word of mouth is mainly reflected in:
1. Price: The only reason for customers to go to the supermarket is the price, because the cost of life is too high now.
2. Service: Due to the complexity of the product agent, the quality of the appointment of shopping guides is different. In any case, the service attitude is not necessarily thoughtful, but it must be friendly.
3. Management: Whether the waiter uniformly uniform and whether the details you show are regular and professional whether the details you show are the aspects of customer attention.