For WeChat business, maintaining old customers is our top priority! Below I have prepared the skills of WeChat marketing to maintain customers for your reference!
First, WeChat marketing skills to maintain customers
The first step: the concept of service is really deeply rooted in people's hearts.
Discuss customer satisfaction in your own team and discuss with examples. At ordinary times, we should solicit customer feedback and take customer satisfaction as everyone's performance evaluation. The concept of service is deeply rooted in people's hearts. Always remember that service is also a marketing!
Step 2: Look at your product and marketing from the customer's point of view.
We can invite customers to discuss in your WeChat group and listen to their opinions. All good words and bad words are more effective than your presentation.
Strive to provide unique and unforgettable products or services. If possible, personalize or even customize services to establish a partnership between customers and enterprises.
Step 3: empathize with the goods and services purchased by customers.
Customers should deliver the goods in time after placing the order, take photos of the express order or send the single number to customers, and inform customers of the precautions and storage methods again, and assure customers that we will reply their questions in time.
After the purchase relationship happens, we can't stop there. It is necessary to call the customer appropriately to ask whether the customer is satisfied with the product, whether there are any problems in use and so on. Caring is the most caring and humane means of promotion.
Step 4: Actively establish emotional contact channels with old customers.
Some physical stores generally leave simple information about customers when registering members. This seemingly simple message can fully express the concern for old customers! We can also ask customers for information when they buy things, and we can often call our concerned customers and give souvenirs to show our love for our old customers. We can also do this by touching customers with emotional actions and words!
Step 5: Solve the problem in time and effectively.
We can't worry about customers' complaints, because those customers who have solved the problem are more loyal than those who have never encountered the problem. So, what should we do if the customer is not satisfied?
1, learn to listen. First, let customers express all their dissatisfaction and listen to the key points of their complaints.
2. Learn to communicate. Communicate from the customer's point of view to stabilize the customer's mood. You can't be more excited than him!
3. Sincere apology. Apologize no matter right or wrong. Sincerely apologize for the inconvenience caused to customers. Sincerity can solve more than 80% of things,
4. Analyze the problem. Retell the customer's problems and analyze the reasons. And show sincerity to help them solve their problems.
Step 5 deal with the problem. Propose a just solution according to the problem.
6. compensation. Give some value-added compensation for the inconvenience or injury caused to customers. For example: send small gifts.
8. Results. Ask the customer if the solution is satisfactory. If you are not satisfied, come up with the final opinion and solve it on the spot. After the problem is solved, don't forget to thank her for her valuable advice, which will enable us to provide better service to our customers.
Second, how to master the skills of WeChat marketing
At present, the information of WeChat marketing is overwhelming. It is not only enterprises but also individuals who use WeChat to create influence. However, using WeChat to make money is not as simple as brushing a circle of friends. You know, swiping a screen in a circle of friends every day will arouse people's resentment, and you don't have to be blacklisted. Therefore, if you want to use WeChat marketing to make money, it is necessary to master certain WeChat marketing skills.
1. First, edit your personal information skillfully.
No matter what kind of marketing method, there must be perfect information and clear product demands. Especially for the marketing of WeChat circle of friends, not only let your friends see your avatar, name and signature, but also let them know what you do in the first reaction, and then see if the content sent by your circle of friends is helpful to them.
The avatar you choose should not only be your favorite, but also make everyone feel trusted. As for the name, it is suggested to use the real name, which will be more trustworthy, or the name+sales consultant or something, which is more authoritative. Then there is the signature, which is very important. Be sure to let your friends know what you do and what your business scope is, so that friends in need can ask you directly.
2. Publishing the WeChat marketing content page requires skillful scheduling.
Around 8 am: As the beginning of a new day, many users are particularly looking forward to seeing the updated content of their circle of friends when they wake up. Many people like to browse the content published by friends circle on their way to work at this time. Whether it can arouse their interest depends on the attractiveness of the content.
Noon11:30 ~12: 30: Usually this time period is the rest time for users after a busy morning. Many users like to use this time to browse information or send messages, that is, to interact with fans in the circle of friends.
7: 00 pm ~10: At this time, most users have already taken a bath after meals, which is the most relaxing time. At this time, they prefer to watch friends circle to pass the time.
If you can make good use of different time periods and distribute the content you want to publish in sections, try not to publish it repeatedly, otherwise it will be boring, not to mention reading your content.
3. Control the amount of information you publish.
Suggestions 1~3 articles are more suitable for the original published content. If you brush the screen too frequently, it will not only make people feel that your content is worthless, but also be blacklisted.
4. The published content should be valuable.
A, send a few selected articles regularly every day, stagger the time periods, so that your fans will feel that the content you share is very meaningful and can make people learn something, and naturally pay attention to your content and generate trust.
B, the published content can be diversified, which can be all kinds of things in life, such as feelings about life, or life episodes and other topics that can attract everyone's attention. You can also publish some information about the company's products, but it must be soft marketing and not too obvious sales promotion.
5. Do a good job in trust marketing and emotional marketing.
I believe that everyone likes to be praised or praised, and every content of WeChat friends can be praised or commented. Praise or comment on others often can make your friends remember you quickly, so as to achieve communication and heart-to-heart communication between real friends and finally clinch a deal.
6. Group assistants who are good at using WeChat.
Enter the home page of WeChat, click "I" on the lower right, click "Settings" to enter the setting options, select "General" in the setting, enter the function options in the general setting, select "Group Sending Assistant" in the function setting, click "Start Group Sending" in the group sending assistant, then select "New Group Sending" below, and then select the friends to send a group. It should be noted that don't simply choose mass sending.
If you want to make money with WeChat, you must first know how to make good use of WeChat marketing skills, so that you can know yourself and know yourself.
Third, the 28 skills you must master in WeChat marketing
1, you can use mobile terminals, mobile phones, tablets, smart watches and so on for service marketing. It can be connected with mobile devices, and car owners can interact with stores through these platforms to realize seamless docking of CTOB;
2. With the help of WeChat platform, you can send the map location of the physical store directly to the consulting customer;
3. WeChat platform can realize online booking and offline payment exchange;
4. For multi-store mode, you can apply for a service number, and the data is counted to a port. Each store applies for a subscription number to carry out its own WeChat marketing;
5. Each enterprise can apply for several subscription numbers, using different departments and different platforms;
6. WeChat gifts, WeChat points, WeChat offers, WeChat experience and other activities can enhance customers' attention and use of WeChat;
7. We can also make use of exclusive reports, exclusive information, special offers, hot attention, online communication, good reading and so on. To enhance the attention of WeChat;
8. After an enterprise establishes a public account, every employee of the enterprise should establish his own private account to form a network structure for foreign exchange;
9. There are 50 people in the WeChat group, 100, 150. To play the role of the group, the work of the group administrator is very important;
10, WeChat marketing does not conflict with traditional marketing, but only increases a new platform for interacting with customers and the opportunity to expand the company's popularity;
1 1, wechat can also realize the group sending function;
12, WeChat can send messages from a distance;
13, WeChat account to avoid being blocked: don't overuse, don't brush friends frequently, don't over advertise, don't be reported by friends;
14, WeChat subscription number, and custom menu can also be realized;
15. If an error is found after sending a graphic message, it can be deleted from the sent message and sent again after modification;
16, wechat content material management: the content is attractive, the author does not write, the link is concerned, the sentence is summarized, the cover picture is designed, the content is 1000 words, and the paragraph is 100 words.
17, wechat suggested sending the prime time: 7: 00-9: 0012: 00-14: 0018: 00-20: 00 22: 00-24: 00.
18, WeChat can send: pictures, videos, voices, words, or create a single image and multiple images;
19. You can use pea pods, QQ synchronization assistant, PP assistant and other software to increase WeChat friends in batches;
20. On the computer, you can work with the help of QR code workshop, gold data and WeChat webpage.
2 1, WeChat operation department should be divided into four systems: art design, copywriting, promotion and customer service to operate and manage WeChat;
22. Public account function: use the title well to improve efficiency; Adopt the mode of combining graphics, text, voice and video; The links should be simple and the steps should not be too complicated; The prize should be attractive and can be cross-border cooperation;
23, WeChat official account promotion, first, online promotion: trumpet plus friends, Weibo, blog, community, soft text promotion, mutual recommendation; Second, offline promotion: business cards, business brochures, employee manuals, customer rest areas, cashier, SA reception, etc. Outdoor advertising, sign-in, lottery, etc.
24. Evaluation index of WeChat account operation: monthly growth pays attention to 20%, geographical distribution of users' pictures and texts, number of pictures and texts sent by customers, and sharing of pictures and texts;
25. WeChat WeChat official account management form: daily data statistics; Daily public platform data link trend, weekly consultation transaction data statistics, weekly public platform data statistics, monthly information schedule, monthly summary data table;
26. Leading strategies of official WeChat account: guiding strategy, consulting strategy and situational strategy;
27. WeChat official account promotion strategy: online whole network promotion, Momo APP promotion, Meet APP promotion, Yixin APP promotion, micron APP promotion, WeChat trumpet introduction address book promotion, WeChat trumpet virtual positioning promotion, QQ number batch joining friends, WeChat group integration promotion, WeChat circle of friends promotion, public account mutual promotion, public account matrix promotion, public account interactive game promotion, QR code outdoor promotion, QR code coupon promotion and ground personnel promotion.
28. WeChat marketing case experience: festival activities, case creation, media combination, online and offline cooperation.
Fourth, WeChat marketing skills that must be known to do WeChat business
First, step by step, understatement
You are already friends of WeChat. As long as you are not blocked, if you send a message in a circle of friends, they can always see it. There is no need to let them know about your product in a hurry. The correct way is to share your personal life first, so that potential customers can get to know you and generate trust. As for the product, you can mention it occasionally. Interested customers will naturally buy it, and customers who are not interested enough will take their time. Remember one thing, haste makes waste.
Second, share the value, winding path leads to a secluded place.
When introducing a product, you don't have to say how good your product is and how much it costs. Everyone should buy it. This is a naked advertisement. We can look at it from another angle, such as selling tea. You can share all kinds of knowledge about tea culture, tea art and tea introduction, and mention your own tea by the way. This is definitely better than advertising directly, and customers will be more advanced.
Third, online sales and offline transactions.
Many of us are mainly in the same city, and often share and show our product cases online, share product knowledge and culture, and guide potential customers to trade offline, without promotion. Send samples, send trials and so on. It's best to hide half of her face behind her guitar so that we can't see it.
Fourth, word-of-mouth communication to improve the transaction.
If you can't wait to promote the product, you must not praise the product yourself, but promote it with the help of customers. For example, encourage customers to print orders in the WeChat circle of friends, then cut a picture and send it out, or encourage customers to share stories about themselves and products, and then forward them themselves. The way of encouragement is also very simple, just send a small gift or a small red envelope.
Fifth, don't bother
If you can't do the first four points, you must be hard and wide, then try to disturb WeChat friends as little as possible. Send two or three important advertisements at most a day. As long as it is sent at noon and night, there are many people at this time, otherwise it will be easy to jam.
How to choose products?
Choosing products is very important. You must choose consumables that can be purchased sustainably. You have to form a pattern for people to buy again. Most friends don't have the resources and experience to choose products, so they must choose a reliable home. It would be best if it is directly authorized by the manufacturer.
Many friends sell clothes, cups and milk powder in the WeChat circle of friends. These friends can basically earn a month's living expenses, so it is difficult to grow up, because these things are not necessities, and many people will not buy them again if they buy them at most once. The number of WeChat friends is small, so it is impossible to purchase circularly. How do they make money?
Why do you choose skin care products? Because skin care products are the lowest consumer goods for every woman. Women can wear no makeup, but skin care must be done. What kind of water, milk, cream and film do you have? Especially the facial mask, no matter the salary is 1800 or 18000, you always have to buy the facial mask. There are at least five masks and at most ten masks in each box. You don't ask customers to take one tablet a day, so take one tablet at least three days, and then buy it again at most one month. Mask is a sustainable product.
1, focusing on a product.
As a junior agent, we should be as professional as possible, not sell everything, and make it look like a grocery store that only sells Rainbow Laoji herbal tea. You think of Wang Laoji when you buy herbal tea, so we should be professional, and people think of you first when they want to buy something.
2. Try it yourself
No matter what product you make, you must try it yourself in order to better explain it to customers. Doing WeChat business is an honest thing, and the integrity of WeChat business is very important.
Step 3 choose a good home
Choosing a good family is really important. It will have a great impact on your future WeChat entrepreneurial road.
How to get the goodwill of WeChat friends?
1, multi-handed
After adding WeChat friends, I will go to see the WeChat circle of friends for the first time. Everyone is vain. After several constant evaluations, she will also comment in your WeChat circle of friends, and then you will become friends. Also note that the content you usually send must be tasteful and distinctive. Don't let people see your low end at a glance. Nowadays, the society is very realistic, and people will not trust a person who lives at the bottom of society. We should be a person with positive sunshine and positive energy. If your WeChat makes others like it at first sight, then you are successful.
2. Create a professional image
To build a brand, your avatar is your LOGO, and your name is your trademark. Once you decide to do WeChat business, the first thing to do is to choose a suitable name and keep it unchanged for life. Just like you change your mobile phone number twice a year, usually no one will treat you as a friend because you feel insecure. Next, let's talk about the setting of the avatar. Avatar is your most subjective interpretation. Whether others are willing to add your friends depends largely on the avatar. Set the avatar to a clear company LOGO or product photo. Of course, it's no problem to set your own photo, but your own photo should be generous, preferably a half-length photo or a selfie.
3. Change the role of WeChat business in a timely manner.
As I said before, try to share some personal experiences. Don't send WeChat impulsively as soon as you come up. No one will buy this product, but if you share it, they will buy it. Your timely transformation is very beneficial to your next development.
If you publish one or two articles, you must transform. How could you do that? You need to send a modified WeChat, such as: "Little friends, I recently recommended this product to you, and you all used it well. I enjoy serving you, too. In order to serve you better, I got the authorization to join this brand, and you will be blessed in the future. It will be more convenient to use the product in the future, and there will be many samples. " Have you successfully transformed from a sharer to a sharer through such a WeChat?
How to add WeChat friends?
No matter how good your product is, no matter how good your model is, everything is zero without friends. How can I add WeChat friends?
1. Add all QQ friends and mobile phone address book friends. These are generally known friends, classmates, colleagues, friends, customers and so on. They will be your first customers. These people are more or less related to you and have trust. These people are very important.
2. People nearby, there are two kinds of people nearby, one is the people nearby in reality, the other is the people nearby in the mobile phone address book, and the people nearby on WeChat and Momo.
3, QQ groups and forums, domestic QQ groups and forums are countless, and the resources inside are inexhaustible. Write some common sense, post a lot of wechat, and add you as a friend if people feel useful;
4. Give the product to an influential person for free experience, and she will help you share it, which can promote your product and help you increase the number of friends.
5. Write more thoughts. In fact, many things you know are unknown to others. These are all dry goods. After writing it, send it to some communities, forums, QQ groups and so on.
Presumably, you already know some operation steps of WeChat business, and all of them share practical experience. WeChat business has a long way to go, and knowledge is power. Learning some credit skills of WeChat merchants will be of great help to increase turnover. If you know how to use it, you will know that the effect is remarkable.
5. Share the eight skills you must know to do WeChat marketing.
Wechat marketing is a new online marketing method with the booming of Wechat. At present, the development of WeChat marketing is not mature enough, but it does not prevent many individuals and enterprises from joining WeChat marketing. The essence of WeChat marketing is actually fan marketing. When fans recognize the brand of individuals or enterprises, they will naturally become customers of businesses. Here are some tips for WeChat marketing.
First, content positioning-content is king
The positioning of content should be combined with the characteristics of the enterprise, and at the same time, it should be considered from the perspective of users, rather than just pushing the enterprise's own content. Remember that WeChat is not for enterprises, but for users. Only when you get what users want from your WeChat, will they be more loyal to you and become friends with you, and the following sales will be taken for granted. Remember, users come for your content and recommend it because they think it is valuable, so content is king. For the content of WeChat, we have a pattern of "1+X". "1" is the content that best reflects the core value of the account, and "X" represents the diversity of the content, catering to and meeting the needs of users and enhancing the attractiveness of the content.
Second, content push-refuse harassment
At present, most WeChat WeChat official account have the function of sending messages 1 time every day. Many people think it is too little, but I think it is too much. Now each user will subscribe to several accounts, and the pushed information will not be seen at all. Regarding content push, I mainly talk about two aspects. 1, push frequency: no more than three times a week, too much will disturb users, and the worst consequence may be that users will cancel their attention to you; Of course, too few users will complain that your WeChat is just a decoration and will not get anything from you at all. So this degree must be grasped. 2. Push form: It means that the content is not necessarily illustrated and thematic, but also some short texts, and the number of words in the text is generally about one or two hundred words. The key is that the content can arouse readers' thinking, generate ideological sparks and form a good interactive effect. For example, in the WeChat of "Xinqiao Public Relations", we will conduct some small surveys regularly and ask readers for suggestions on content and push time in the form of short articles. This effect is very good. In a small survey, we usually receive hundreds of replies from users, which can not only realize interaction, but also better understand users, and users can also see what they want. It should be said that it is a win-win result.
Third, artificial interaction-communication is the soul
The essence of WeChat is a communication platform, and communication needs to come and go, so manual interaction is essential. Personally, I am opposed to setting up "message automatic reply", just like chatting automatic reply in qq, which is annoying and insincere. Enterprise WeChat WeChat official account should be able to realize timely human interaction. If they can't do this, it will be difficult to play WeChat well. I am more concerned about the manual interaction of WeChat. I often deliberately take the initiative to find the number I care about to interact. If I don't get any reply several times, I will soon cancel my attention.
Fourth, the keyword reply system-rich and easy to find
Wechat has been operating for a long time and has accumulated a lot of materials. Unfortunately, these contents are heavy. It is very necessary to establish a rich and easy-to-find keyword reply system. This is the first function of the keyword reply system, and the second function is to facilitate users to find what they need and increase interactivity. At present, each rule of WeChat presupposes 10 keywords and is equipped with 5 push contents (random push), but only 60 rules can be set, which means that at most 600 keywords and 300 contents can be set. Although this is far from meeting the personalized needs of a large number of users, it can also produce very good results if used well.
5. From online to offline-it's better to miss each other.
Nowadays, few people mention the offline interaction of WeChat, but in terms of the effect of communication, meeting is obviously the best way, and it is easier to bring feelings closer. The significance of the combination of online and offline activities is that face-to-face communication is easier to cultivate loyal fans, produce more vivid and grounded content, and make WeChat official account more authentic and friendly. In addition, the natural growth of WeChat users will be limited, and offline activities are also an important means to increase WeChat users.
Sixth, the stone of other mountains-the opponent is the best teacher.
To do WeChat, you must have an open mind. Remember: competitors are the best teachers! Take the initiative to pay attention to competitors' WeChat. If you follow 100 competitors' WeChat, there will be 100 accounts to teach you how to do WeChat marketing well. In addition, don't sit at home alone and study WeChat marketing. You can also often go to some QQ groups and forums of WeChat marketing to see what everyone is saying. You can learn a lot in the classroom.
Seventh, the second development-don't be stubborn.
The credit card of China Merchants Bank recommended by the homepage of WeChat public platform and the WeChat application cases of China Southern Airlines have undergone a lot of secondary development. The WeChat public platform is connected with the database of enterprises to realize powerful customer service functions, which is also the most imaginative place of WeChat public platform. There are also many WeChat development platforms that provide third-party development and provide richer applications. However, back to the essence of WeChat communication, the value of technology is to achieve better communication, and it is very undesirable to develop for the sake of development. Moreover, the functions currently provided by the WeChat public platform can basically meet these needs, and it is easy to add more to the development. So don't be obsessed with technology and secondary development, do a good job in content and interaction, and then consider customized secondary development as a whole when you have enough user base.
Eight, your operation-I will look at people's hearts for a long time.
Persistence is very important. Wechat marketing can't rely on one move, but on investment and execution. Only by persisting for a long time, accumulating experience in practice and cultivating feelings with users can your goal be achieved.
;