Control product quality and price. Product quality is the basis for enterprises to develop high-quality services and improve customer loyalty. The development history of many brand products in the world tells us that consumers' loyalty to brands can also be said to be loyalty to the quality of their products in a certain sense. Only excellent and high-quality products can truly set up a "golden signboard" in people's hearts and thus be loved by people. Of course, only the high quality of products is not enough, and reasonable product price is also an important means to improve customer loyalty. Enterprises should aim at obtaining normal profits and resolutely abandon the short-term behavior of pursuing profiteering; Try to set the price according to the customer's "expected price". The so-called "expected price" is the "psychological evaluation" of a product by most consumers.
Understand the products of the enterprise. Enterprises must let service personnel fully understand the products of enterprises, impart knowledge about products and provide relevant services, so as to win the trust of customers. At the same time, service personnel should take the initiative to understand the products, services and all discount information of the enterprise, and try their best to predict the problems that customers may ask.
Know the customers of the enterprise. Enterprises should know as much as possible about relevant customers, so that you can provide products and services that best meet their needs and consumption habits. Talk to them and listen to their voices, so that you can easily find the source of their dissatisfaction. When customers have an understanding of service providers, such as the enterprise's understanding of customers' service expectations and ways of receiving services, the service process will become smoother, the time will be shortened and the service failure rate will be reduced. In this way, the cost of providing services to each customer will be reduced, and the profit of the enterprise will be increased. Enterprises are often trapped in their own world and will not realize the actual feelings of customers. Spending some time standing in another angle or being a competitor's customer will be of great help to the enterprise.
Improve service quality. Every employee of an enterprise should devote himself to creating a pleasant buying experience for customers, and always strive to do better and exceed customers' expectations. We should know that customers who are satisfied with corporate services will often publicize the company positively and recommend corporate services to friends, neighbors, business partners or others. They will become "voluntary" marketers of enterprises. Many enterprises, especially some small enterprises, have developed by the constant publicity of customers. In this case, the acquisition of new customers no longer requires enterprises to pay extra costs, but will obviously increase the profits of enterprises.
Determine the "routine" in the industry, then look for opportunities outside the routine and give more choices than "normal demand". Customers will notice your high standard of service. Perhaps these may be imitated by the competitors of the enterprise, but as long as the enterprise keeps improving, it will certainly not fall behind.
Handle customer problems correctly. To establish a long-term cooperative partnership with customers, we must be good at handling customers' complaints or objections. Research shows that usually only one of 25 dissatisfied customers will complain, and the other 24 will quietly transfer to other companies' products or services. Therefore, qualified enterprises should try their best to encourage customers to complain, and then try to solve the problems they encounter.
The best customers are often the ones who suffer the most setbacks. Complainants who have been satisfactorily resolved are often more likely to become the most loyal customers of enterprises than those who have never been dissatisfied. Generally speaking, 4% of complainants with big problems will buy the company's products again after the problem is solved, while the repurchase rate of complainants with small problems can reach 53%. If the company solves the complaint problem quickly, the repurchase rate is between 52% and 95%.
Serve internal customers. The so-called internal customer refers to any employee of the enterprise. Every employee or team of employees is part of the external customer supply cycle. If internal customers don't have the proper service level, so that they can work with maximum efficiency, the services received by external customers will be adversely affected, which will inevitably lead to the dissatisfaction of external customers and even lose their loyalty. If enterprises do not pay enough attention to this problem, it will inevitably lead to the decrease of customer loyalty, the increase of customer churn rate, and ultimately lead to the decrease of corporate profitability.