Issue 1: how to do customer-centric The same environment, the same decoration, customers have been, the hotel level are similar, then who should be on it, then look at who's good service, so the third round of competition is manifested in the service, than the level of service, quality of service, service skills, service, service, hotel competition has become a competition to the customer to offer attentiveness to the competition. Although the level of service is high or low, service enthusiasm is good or bad, the service is endless, but good service should say that most companies can do. Then the service competition is over and what to compete, here actually raises a question, realistically speaking, the development of China's catering industry to today, for a hotel, the food is good or bad, the quality of the high and low, the number of varieties, for a hotel has not been the key to the operation and management of the chef's level, the level of cookery, the variety of high and low, the number of varieties, has been far from being able to determine the success of the hotel operation, the status of the chef and the center said that it had been the chef, the chef's level, the level of cookery, the number of varieties, has been far from being able to determine the success of the hotel operation. Chef's status and the center that has been greatly challenged, even some of the chefs themselves have been strongly feel this, they even think that their status may not be as important as the waiter, not as important as the door to meet the important, not as important as the sales manager. But who is the most important hotel management personnel, chef is not important, is the manager of important, or service personnel is important, I do not think it is important, the most important is the customer, the chef can not become the center of the hotel business, service personnel is not the center of the hotel business, the center of the business is not within, and outside, the center is the customer, is the consumer, they are the God is the most important, is the only one, the hotel is done! Everything, are centered around them to carry out.　　Catering operations and other industries have differences and **** the same point. In the color TV industry, they have long been not color TV quality good or bad competition, color TV quality is not good business has long been eliminated out of the game, Changhong, TCL and other competition has long risen to the competition for the brand, the competition for the service and the competition for the core competitiveness of enterprises. That is to say, for the catering business, the quality of food, health, that is the most basic, is the minimum should be done, even these you can not do you still engage in what catering, but also talk about what the competition, and the catering industry ultimately compete to see whether you are customer-centric business philosophy to firmly grasp, carry out the whole process, you seize the center, you can be in the competitive market stand firm, always! Invincible.　　First, understand the customer, understand the market, customer service To attract customers to the hotel dining, you need to understand the customer, understand customer demand, market demand. Catering market competition is fierce, endless changes, as catering managers should grasp the psychological changes in the study of customer consumption in a timely manner, to master the pulse of market development, customer consumption, what are the new needs of the market changes in what trends, how they should respond to these are the need for serious research, business management personnel to study, service personnel to study, the chef to study, to study in the hotel, the study of the restaurant to eat customers, in particular, some of the customers to eat in the restaurant, the customer's needs. Eat customers, especially some of the changes in the regular customers, but also to go out and research to find the changes in the entire catering market.　　I would like to emphasize in particular what the chef should do in this respect and how to do it. In the restaurant chef to often communicate with the waiter, on the one hand, the service personnel should be some timely information feedback to the hotel management, feedback to the chef, such as which dish sales have declined, which dishes customers point less, customers want to point which dishes, and the hotel did not and so on, and the chef in the cooking process should pay attention to find some problems, which type of dish operation has declined, customers have some new requirements for some dishes taste, the same dish, other restaurants operating in the same way, but not the same dish, but also the same dish. The same dish, other hotels operating how, taste, ingredients, process and their own dishes have what is different, all need to study, understand, and timely changes.　　Second, the innovation in the innovation we are in an era of innovation, a changing society, the society so can move forward, is that he is constantly changing, sea beverage business is more so. It can be said that we operate today's food and beverage with 10 years ago, 20 years ago, completely different, different dishes, different flavors, different environments, different services, who innovates, who develops, who is stuck in a rut, who is outdated.　　There is another important aspect of innovation, is to learn from the operation of others, other restaurants operating better dishes to take over, for their own use. The same Szechuan, Cantonese cuisine, others can operate well, they are not good, the same shrimp, the same fish, others can sell well, they can not sell, we have to study, learn, see where the seconds.　　Third, the establishment of customer files, the service to the deep development of business around the customer, customer-centric, service is also a very important factor. Now the service is generally on-site service, we are more than who served with enthusiasm, thoughtfulness, than the service quality ...... >>

Issue 2: How to do customer-centric Who has the market, who will win the future, the future market who possesses the customer base, who is the most competitive.

The 21st century is a service to win the era, the future price is no longer the weight of competition, and service competition is the only choice after the price war. Now, all walks of life in the market economy, especially our service industry, marketing environment has undergone tremendous changes - the widespread use of high-tech; high-speed flow of information; hardware and facilities standards convergence; fair and orderly market environment gradually formed, profits have also been reduced to a minimum (in fact, this point in our customs brokerage firms have been) This is the fact that we in the customs brokerage industry have seen ****), all this makes the price competition to reach the limit. So who can provide customers with quality service, who can win customers, win the market. Service competition is to adapt to this law should come into being, in fact, this is also the traditional competition model of change, especially for us as a service business, more should go to adapt to this change.

Attitude determines everything. What we do every day: brushing teeth, washing face, walking, going to work, working, resting, entertaining...

Every single thing is decided because of our attitude. Take everything seriously, our life and work can be healthy and smooth, all the difficulties in front of our eyes into a cloud of smoke, without realizing it, the attitude determines everything. No matter how unsatisfactory the reality, we can also slowly accumulate, with the right attitude, you can transform the pressure into power.

We may not like the work we are doing, we may not get the slightest pleasure from our work, and there is no creativity to speak of. But let's remember that it's not the fault of the boss or the organization's leader.

The boss did not force us to come to work in his company, and the leader did not force us to eat under him. In the first place, it was we who took the initiative to apply for the job in this company; or rather, it was we who entrusted our relations to squeeze into this unit with great difficulty. Our history is written by ourselves.

The boss treats us very meanly or the leaders simply don't pay attention to us. So, we fire them!

But if we don't want to fire them, it means they might not be as terrible as we make them out to be, so it's us who need to change.

Here's how: love the job at hand! We must always ask ourselves: do we love the job at hand? Do we feel stable? Are we satisfied with our income? Do we respect our superiors and understand the company's corporate culture? Are we proud of our company's services? Do we get along well with our coworkers and friends? Are we as energized on Monday morning as we are on Friday morning? Do we go home from work each night with a sense of fulfillment, and at the same time, eagerly prepare for a new day and new challenges? If we answered "yes" to any of these questions, we can prove that we love our work. "There is no best, only better", as long as they continue to improve themselves, their work more perfect than others, more quickly, more correct, more focused, mobilize all their wisdom, go all out, from the old things to find new ways to even a little bit each time,

As long as you insist on it, it will certainly be rewarded.

Sometimes we should stand in the boss or the leader's point of view to think differently, we earn people's money, take people's paychecks have to give people an account. This is to do a person's minimum professional ethics, professionalism, but also conscience and morality.

A person's work attitude reflects the human attitude, and the human attitude determines a person's achievement. A nature optimistic, full of enthusiasm for the work of the people, no matter what his eyes are in the wash toilet, digging earth, or in the operation of a large company, will think of their own work is a sacred vocation, and with a deep interest; full of enthusiasm for the work of the people, no matter how many difficulties and obstacles encountered, like Hilton: even if it is to wash a lifetime of the toilet, but also to be a wash toilet the most outstanding people!

If we work, is passive rather than active, like a slave in the master's whip under the supervision of the same; if we work, feel disgusted; if we work, there is no enthusiasm and hobby heart, can not make the work of a favorite, but only feel that it is a kind of drudgery; then we will not have a great deal of work.

Self-esteem, self-confidence is a necessary condition for the achievement of the cause, the work of perfunctory people will not have this self-confidence, self-esteem. If a man does not do his best in his work, he will never get the highest "self-approval." And a man can never do his best in his work when he regards it as drudgery and pain.

Many people, who do not know how to respect their own work ...... >>

Question 3: How to customer-centric sales Customers are the most important wealth of the enterprise, if the customer can be developed into a lifelong customer, the enterprise will be able to benefit from a long time, how to do customer-centric sales?

1, customer satisfaction surveys

Companies to compete and develop must be to meet customer needs as a starting point to improve customer satisfaction and retain customers. Sales activities must communicate with customers in a timely manner to understand how customers feel about the product or service. What are the factors that customers are most concerned about? How does the product or service perform in this area? How do competitors perform and what are the factors that hinder the development of the enterprise? Enterprises can survey their customers through questionnaires, telephone calls and other means.

2, the results of the survey to deal with

Based on the results of the satisfaction survey, for different satisfaction to take different strategies.

(1) For dissatisfied customers. Based on the opinions of the customers, we will improve the problematic parts of the products or services, and compensate the customers as appropriate while ensuring the reliability of the products.

(2) For customers who are basically satisfied. Provide appropriate auxiliary and remedial *** that can improve the function of the product or service to enhance customer satisfaction.

(3) For satisfied customers. Understand the needs and goals of the customer in depth, and provide personalized customer service according to the special needs and preferences of the customer.

3, to provide quality after-sales service

Good after-sales service can gain the trust of customers. With the customer transaction immediately after the arrangement of long-term tracking service, take the initiative to ask customers about the situation, if the product or service problems should be given timely remedy. Only for customers to provide long-term service, to gain the trust of customers, in order to retain customers, so that the enterprise is invincible.

Question 4: How can Huawei achieve customer-centricity in all aspects of its business? Ren Zhengfei once said: customer service is the only reason for Huawei's existence. How to understand "customer-centric"? Huawei's former vice president of overseas regions, Huaying guide Fan Houhua pointed out in a recent speech, customer-centric, the key lies in the customer demand for landing: clear what kind of value to create is what customers need, create customer recognition of the value of the establishment of a customer-centric ecosystem.

In November 2015, I had the honor of attending the Huaying Leadership Symposium in Shanghai, and had the privilege of listening to David De Kramer, a professor at the Judge Business School at the University of Cambridge. David De Cremer, who gave a similar picture and asked us what we thought of from this image.

Three fish, three different fish, three fish of different sizes ...... Many people on the site gave different answers.

But David? De Kramer says that when a group of children are asked to look at the painting, perhaps the answer is unique. The kids would ask, "Why is there no water?"

To a child, simple logic: without water, the fish lose their lives. What we see is simply a picture of 3 goldfish.

Let's take a look at the following picture:

This picture is the one that shows a pool full of goldfish, a living, breathing pool of fish. With the growth of age and experience, we gradually ignore the essence of things, lost their original heart.

Today we return to the thing itself, to see why the enterprise "customer-centric.

Customers are the only source of income for the enterprise, just like the water to the fish survival environment, leaving the water fish can not survive. For businesses, customers are the only reason for their existence. When a business generates revenue by serving its customers, it is an expense, whether it is a share of the proceeds to employees, suppliers, or shareholders, a tax payment to the ***, or an outbound investment.

- Revenue and Expenditure Flow Chart -

We all think that the higher-ups or entrepreneurs are our own bosses, but in fact, no matter whether they are employees or entrepreneurs, they have to treat their customers as their "bosses", and their customers are their "gods". The customer is the "God", the customer is the food and clothing of all employees of the enterprise. Enterprise shareholders and all employees should be clear and understand that the enterprise organization and personnel are based on the realization of customer value, create value for customers, the enterprise can survive, the customer is the only reason for the existence of our business.

-01-

Once I went to Shanghai the year before last and stayed at a star hotel in Shanghai, I first used my cell phone to connect to the hotel's wifi, but my computer couldn't connect. After asking the hotel staff, the staff's reply was: our wifi only uses one device to access the Internet at the same time for each guest, and if you need a second device to access the Internet, you need to disconnect the previously connected device.

There is no problem with their design logic, at the same time, customers can only use one device to access the Internet. But forget about the user's needs and usage scenarios, there are multiple sets of devices that the user uses, and what the user needs is simplicity, convenience, and experience. I asked if anyone had reflected this problem before, and the staff said: there are a lot of people reflected, but the answer given by our leaders is just like this, and there is nothing we can do about it.

This is typical of management-centricity, so I ask: is this a problem with the organization, or with the staff?

-02-

I've lived in Shenzhen for more than 10 years now, and I've experienced residential neighborhoods of different real estate companies, and most of them, such as Gemdale, Vanke, and China Merchants, have a good experience of moving in, but there are exceptions. A friend of mine said that he lived in a neighborhood developed by a large real estate company in Shenzhen, and the parking was quite crowded. When he went to give feedback on how to improve the parking, the staff at the site told him to go to the security guard, who later told him to go to the supervisor, who then told him to go to the property management department.

This is a very typical phenomenon of shirking responsibility, not solving problems for the customer, but wasting the customer's time unnecessarily, how can the customer's experience be better?

When I participated in Huawei's market expansion in domestic communication cities between 1997 and 2000, we found that due to the oversupply of telecommunication network equipment demand at that time, the big international companies could not take care of their customer service needs, and responded arrogantly and sluggishly to their customers' emergency needs.

For example, if a telecom customer's switch has a problem and the machine is down, their approach is to discuss the root cause of the problem first, and first look at where to get spare parts and how to get spare parts from elsewhere, and if there is a problem with the core board or if they encounter no spare parts in China and need to be shipped from abroad, it could be a few days or more than a month.

At this point, the customer's heart is the most anxious ah, when they need help when the supplier where? The problem arises, the customer a few hours not ...... >>

Problem five: shopping mall sales staff how to do everything to the customer as the center How can you do a good salesman is also simple and very difficult Oh. The first is our old-timers passed down the five steps eight points to do well. Every five steps and every eight points to do. Five steps and eight points is the most simple usually can also be said to be the most difficult. No matter what a good business people are the five steps and eight points to do and understand.

Five steps

One. Greeting (gaze, smile, sincerity)

Two. Introduce yourself (simple, clear, confident)

three. Introduce the product (put the product in the hands of the customer)

iv. Close the deal (quickly, responsibly, take the customer's decision)

five. Re-transaction (more and more)

eight points

one. Good attitude

two. Punctual

three. Be prepared

iv. Make the full eight hours

v. Keep the area

vi. Keep the attitude

vii. Know what you're doing and why.

viii. Control...

To have a systematic body of knowledge as a theoretical foundation,

To have a strong executive body,

To do better and more than others,

Brain to be fast enough

Now the competition is the competition of brain movement, not strength, not courage, not courage, not luck,

To be the strength of the brain,

To have the strength of the brain,

To have the strength of the brain. p>

Problem six: how to achieve customer-centric teamwork However, in the daily sales work, many companies are very inefficient sales, such as: salesmen for their own positions, customer resources dispersed, the supervisor can not be objective, true understanding of customer information, but also can not call the customer resources in a timely manner, the performance of good and bad basically depends on the personal ability of the salesman, can not play a team of The company's main goal is to provide the best possible service to its customers.

The low sales efficiency will directly lead to the loss of customer resources, especially the loss of effective resources, and directly affect and impact on sales performance. The key to improving sales efficiency is to achieve teamwork, how to achieve it? After years of practice, the author believes that the following points must be done:

First of all, to unify the customer identification, let's say: a unified collection of information about which customers, unified customer classification standards, unified definition of the target customer standards. The benefits of such a logo is: the enterprise can be in accordance with their own business, standardize the behavior of the salesman, so that the whole team to do the first step, and at the same time, the customer information for the unified management.

Second, the business information can be coordinated, such as: the distribution of customer information, the allocation of resources between the branches. This point is to enhance the efficiency of the team's core, the benefits are: customer resources can be timely, effective use, so as to be able to seize the effective customers, effective business opportunities, such as: salesman left, or salesman to follow up a customer for a long time with no results, etc.;

Team synergies in addition to the above two points, there is also a key point is that: customer information to be able to **** to enjoy, let's say: the customer data is centralized Save, the relevant departments and personnel can be unified call. The benefits are: first, supervisors at all levels can always view the team's overall business situation, for the need to support the businessman to provide timely help; second, the same business, or the same project implementation staff, customer information can be understood at the same time, timely access to ensure that the team's efficient communication.

So, how does the average business do this? Must learn to use software tools, especially some advanced sales management software, such as "performance guarantee", which highlights the management of customer relationships, with the use of, not only to standardize the behavior of salesmen, so that data management, centralized, call, the effective use of customer resources, but also to ensure that the team's efficient communication.

In the Internet environment, companies can have a variety of means to find customers, such as QQ, WeChat, etc., but after finding customers, how to retain customers, to grasp the effective business opportunities, in addition to a number of effective methodology skills, the team's synergy is critical, and learn to use the software tool is imperative.

Question 7: How to really do "customer-centric" marketing strategy, but the real core of the main is that you have a reliable product

Question 8: How to customer-centric First of all, the customer began to dominate the market, that is, the customer's needs and changes are reshaping the business model of marketing and change the structure of the enterprise. The customer's needs and changes are reshaping the business model of marketing and changing the structure of the enterprise. In the past you only produced and sold products, now you need to categorize customers and attract and retain them. Secondly, customer relationships are very important. Your current or potential customer relationships and customer support will determine the value of your company. Finally, customer experience is very important, how customers feel about your brand will determine their level of loyalty, i.e. customer loyalty stems from the consumer experience.

Question 9: How to do a good job of community-based shopping centers around the concept of customer-centric service The so-called concept is an idea, a concept. Since it is customer-centric, it is necessary to correct their position in the sales process. In the sales process, people often sell products and sell products, do not know what customers need. In fact, it is because most people pay attention to the economic aspects of the development of the emotional needs of the neglect, so emotional sales in the more and more in demand in the "commodity". What is "customer-centric"? That is, what is the customer in your heart? What position, what role? The customer's needs are not exactly what you need? Or what you need is exactly what the customer needs? Nowadays, the living conditions of the society is getting better and better, people will rarely lack in material aspects, but on the emotional needs of more and more, more and more urgent. In view of this, we do sales can be considered in the sale of goods at the same time focus on "sales" of emotion? A sales guru said: "The customer is the lover!" I hope it is useful to you!