All of us talk about the importance of experience, but few of us can clearly identify who we are experiencing it with? This involves a single term that is often confused: user, customer and client.

Interpreted from the experience level, we generally refer to those who merely participate in the winery's scenarios (products and services) without being y involved in the process as users, customers are those who make choices and consume based on their participation, and who actually pay for the winery's experience, and users are the partners of the company, who participate in the process of the scenarios, and who have a close relationship with the company.

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The cognitive shift from user, to customer, to client is exactly what we need to do to improve the winery experience: to become more intimate with the people you serve, to think and work for them as friends and family.

01

Doing a good job of serving things, blooming things for the customer to complete;

First of all, good service is not only the requirements of the work, but also we need to know that helping others itself can make the giver get emotional satisfaction, thus enhancing the pride of work, is an important source of motivation to continue to maintain the enthusiasm of the work of the staff;

The second is that along with this assistance, the customer gets the appropriate assistance, the customer gets the appropriate assistance, the customer gets the appropriate assistance.

Secondly, with this kind of assistance, the customer obtains the corresponding convenience, will also further stimulate the customer's sense of satisfaction, so as to bring the experience of upgrading, after all, there is nothing more than overcoming the difficulties of people can have a sense of fulfillment.

Lastly, we need to have a healthy mindset to assist our customers. We cannot be complacent about giving our customers a certain amount of convenience, or even interfering with the customer's experience, which may cause new unpleasantness, and all the staff of the winery should keep a low profile and be humble. The key to the success of the winery experience is to provide the customer with the opportunity to show their personal charisma and enhance their sense of enjoyment.

02

Listen with all your heart, act immediately, and never clash with the customer;

Listening is often not simply memorizing information, it takes energy and time to listen with all your heart, and people judge the degree of intimacy and level of trust through the behavior and attitude of the person they're listening to, and everyone who speaks wants to get a warm response to what they're saying. The foundation of the winery experience is to learn to listen, to respond positively to customer complaints, excitement and depression, and thus to enhance the customer experience.

In fact, it is the customer's language is with the obvious or invisible needs, through the tendency to understand and find them, and then act immediately, this is an "instant gratification" era, no one is willing to wait, only if you are one step ahead of the others, to be able to get the customer's first cognitive, so as to establish a strong memory will be invisible enhancement of the winery's experiential. It is also a great way to get the most out of the winery experience.

Finally, we have to recognize that in practice there are always many customers who have a very bad time, especially if the winery itself is full of alcohol. It is so, we have to make it clear that the customer is to winery consumption, his own performance may be our service is not in place, or its recent misfortunes, or its personal habits, but no matter which one, we believe that the white wine winery should not be treated with humility, and absolutely can not be "a tooth for a tooth! "mentality, because even if we don't like can have a hundred solutions, or even politely refuse to receive, but the customer only once unpleasant, he will not come back.

More often than not, winning the customer is losing the business.

03

Anticipate the needs of customers, fulfill their promises, and no longer discount details;

As Steve Jobs said, the customer does not know what he wants, know that you get the product in front of him; anticipate the needs of the customer needs to be keenly observed and positive spirit of entrepreneurship, and once you anticipate the needs of the customer, it often means that it is done to exceed the expectations of the work, which is very outstanding performance.

As we always say, if you can't do it, don't say it. Often we will make blind promises in the future to win the customer's favor, which is the beginning of all bad relationships, and the right thing to do is to give a clear commitment to the customer, so that both sides of the message in the same channel, which not only facilitates the fulfillment of the promise, but also to get the impression that the words will be followed by action, which deepens the charm of the individual.

And many times, we have to meet the customer's commitment to take some discount action, such as the number of promised gifts to reduce, or rebates to reduce, etc., although we know that many times this is the behavior of necessity, but it is really the experience of the service taboo, because the commitment is not only the enterprise's assertion, and the degree of its fulfillment also embodies the enterprise to undertake the bottom line, in other words, the promise of the corporate image of the performance, therefore, not only can not beat the promise, but also get the impression of words and deeds, thus deepening the personal charm. In other words, the promise is the image of the enterprise performance, therefore, the commitment not only can not be discounted treatment, and even to be overfulfilled.

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04

Draw on the strengths and creativity of others, and act immediately;

Innovation is so difficult, the risk is so high that many times we must draw on and imitate to draw closer to the leader, which is not clever, but effective enough for liquor wineries, the others have practiced the excellent scene and activity The "fetishism" is a convenient way for wineries to meet the needs of their customers, and an important shortcut to self-improvement.

Learning from leaders in different fields, marketing without boundaries, excellent business must be based on excellent customer experience, especially for white wine wineries brewing, consumption and entertainment scene, catering, technology and film are extremely important to imitate the scene.

Searching and discovering leading technologies, combining them with the characteristics of liquor consumption, and immediately putting them into the practice of winery operation, so as to continuously dismantle the competitive advantages of rivals, thus realizing their own development.

05

A healthy mindset, a fair and detailed system, and sound training are the key;

The above four points are what we believe to be more practical and fundamental to directly improve the winery experience, but the method alone is not enough, how to get employees to recognize and implement the quality of the practice is the key to the winery user experience. Therefore, we believe that the improvement of winery user experience also needs to be guaranteed by the corresponding system and training.

The system is to quantify and visualize the details of the institutionalization of the provisions, so as to become a standard action, become the content of the work of the staff, through the work of the mandatory to enhance the implementation of the effect of the customer experience to ensure that the basis of the experience of the experience.

Standard - action - repeat - habit!

? For example, the clear positioning of the rights and responsibilities of employees, crisis management mechanisms, professional customer service processes, regular corporate communication activities are direct measures to improve the quality of work of employees, through clear responsibilities, reward action to continue to positively strengthen the risk of employees and the spirit of service.

At the same time, the experience of the winery depends largely on the staff's perception of the work and the sense of mission, sense of honor and other perceptual knowledge, so the winery must top up to carry out training, team building and other collective activities, through the establishment of role models, to strengthen team cohesion to reshape the staff's work concept, and to cultivate and the winery's business philosophy of the same service staff, so as to ensure the consistency of the spirit and action, which also requires that the managers must be The winery's managers must have sufficient charisma and the appropriate level of team management.

In short, from the user to the customer, and then to the customer, how you treat the consumer, the consumer will how to treat you, the Chinese liquor winery customer experience is the best test of the quality of this relationship!

PS: Zhiqi Wenchuang has been committed to the Chinese liquor winery economic research and practice, to provide enterprises with winery design and operation and other consulting services, so that regional small and medium-sized wine enterprises to find new incremental market under the saturation of the stock, looking for a new blue ocean, to win new opportunities! Business Phone：18356133227