identify customer needs, segment customers and actively meet customer needs.
1) More preferential measures, such as quantity discount, gifts, longer-term credit sales, etc. And often communicate with customers to maintain a good and harmonious relationship and harmonious atmosphere.
2) Special treatment for special customers. According to the 81/21 principle, 81% of the company's profits are created by 21% of customers. Not all customers have the same value to the enterprise. Some customers bring higher profit margins, and some customers have longer-term strategic significance to the enterprise. A research report published by Harvard Business Journal in the United States pointed out that customers who patronize many times can bring 21%-81% more to the enterprise than those who visit for the first time. Therefore, enterprises that are good at management should segment customers according to their own value and profit rate, and pay close attention to high-value customers to ensure that they can get the special services and treatment they deserve, so that they can become loyal customers of the enterprise.
3) provide systematic solutions, not only at the level of selling products to customers, but also take the initiative to tailor a set of suitable systematic solutions for them, care for and support customers' development in a wider range, enhance customers' purchasing power, expand their purchase scale, or discuss new consumption ways and ways with customers to create and promote new demands.
Establish a customer database and establish a good relationship with customers
In the information age, customers can get more and more detailed information about products and services through various convenient channels such as the Internet, which makes customers smarter, more powerful and more intolerant of passive sales promotion than before. In this way, emotional communication with customers is an important way for enterprises to maintain customer relations. Daily visits, sincere greetings at festivals, happy weddings, a sincere blessing on birthdays and a bunch of flowers will deeply move customers. The end of the transaction does not mean the end of the customer relationship, and it is necessary to keep in touch with customers after the sale to ensure their satisfaction continues. Because customers are more willing to associate with people who are similar to them, and they want to have a relationship with enterprises that is more than a simple selling-buying relationship, enterprises need to quickly establish a good interactive relationship with each customer, provide personalized services for customers, and enable customers to get a good psychological experience other than products during the purchase process.
communicate with customers in depth to prevent misunderstanding
customers' needs can not be effectively met, which is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should timely transmit the information of business strategy and changes in strategy to customers, so as to facilitate the smooth development of customer work. At the same time, collect customers' opinions and suggestions on enterprise products, services and other aspects, and integrate them into the improvement of enterprise work. In this way, not only can the old customers know the business intention of the enterprise, but also can effectively adjust the marketing strategy of the enterprise to adapt to the changes of customer demand. On the other hand, we should be good at listening to customers' opinions and suggestions, establishing corresponding communication channels for complaints and after-sales service, encouraging dissatisfied customers to put forward their opinions, and dealing with customers' dissatisfaction in a timely manner. We should also consider problems from the perspective of respecting and understanding customers and adopt a positive, enthusiastic and timely attitude. At the same time, we should also follow up to understand customers and take active and effective remedial measures. A lot of practice shows that 2/3 customers leave their suppliers because they don't care enough about their customers.
create obstacles for customers to leave
an effective way to retain and maintain customers is to create obstacles for customers to leave, so that customers can't easily go to buy competitors' products. Therefore, from the perspective of enterprises themselves, we should constantly innovate, improve technical means and management methods, and raise the transfer cost and threshold of customers; From the psychological factors, enterprises should strive to maintain close relationship with customers, make customers emotionally loyal to the enterprise, and have dependence and habitual psychology on corporate image, values and products, so as to establish long-term relations with enterprises.
There is a direct ratio between the brand level and the degree of customer participation. If the level and status of corporate brand in customers' minds are lower, customers' desire to participate in the enterprise is relatively weak, while if a brand is higher in customers' minds, and even thinks that the brand is related to their own vital interests, then the customer is more willing to participate in various activities of the enterprise, and the relationship between the enterprise and customers is closer, especially when they regard the brand as a spiritual brand, this degree of participation can reach the highest level. Therefore, this requires enterprises to change the past one-way indoctrination information dissemination mode, and try to communicate and interact with customers and let customers participate in it, in order to establish long-term and stable customer feelings and friendship, so as to be in an invincible position.