Keywords: retain customer loyalty method most dissatisfied customers will silently away, but does not give you the opportunity to retain their loyalty.
According to the United States technical assistance study results show that high-quality product or service is key to customer loyalty. However, good customer service is as important to solve the problem. In some industries, those problems solved the customers than to have never come across problems more loyal customers.
Poor customer service undermine profit
In the high technology field, the device had problems but finding a satisfactory solution to customers in up to 90% of customers purchase again from the same manufacturer, than did not encounter any problems up to 83% of customer loyalty. This is because customers are often will your service and quality Declaration as a slogan, if you can cash out, they would have a deeper impression.
Unfortunately, most dissatisfied customers will silently gone, does not give you the opportunity to resolve the issue and retain their loyalty. Therefore, all customer service is one of the primary objectives is to give customers more easily.
United States technical assistance project in a "sensitive analysis" table to calculate the customer service project on the impact of profits (table 1). The table shows the company due to inferior product quality and services lost 63590 single sales. Through A project to reduce the problem, the company redeemed 5888 single sales. Item B would not only avoid the problems, but also solves more problems and more customer complaints. For example, a toll-free customer service telephone for more convenience, customer complaints and also equipped with a set of customer's complaint handling system. Results of the project B recouped 27693 single sales.
Understand customers ' expectations
· Customer needs and expectations?
Get in-depth information needs of customers and effective way.
Just believe in areas such as the "customer is always right" is the slogan of a class, or don't give employees the chest with a "Yes, I can" is not enough to small signs. If you want to build customer loyalty, it is necessary to have a set will help you to understand and meet customer needs and expectations of the policy. One such strategy is to find a way through customers ' eyes to look at your company.
First of all through a questionnaire and then fill in your own disguised as customers. Questionnaire format allows you to describe your experience? let customers choose from questionnaires and mark usually is not good enough. In addition, there is no place to allow customers to write their comments?
Another idea is to invite a guest to speak at the next meeting. Hear from the customer's good and bad than marketers more effective display of the chart.
When is in contact with the customer, you may wish to ask: If you would like to see we change things, so this thing ...
Vale neuhausel is the United States of a timber company, the company requires its employees to spend one week to go to work for the customer. Transport managers in terminal handling of cargo, the accounting officer shall act as a retail center customer service representatives. Their purpose is to listen, understand and get more information about how to improve our work and in-depth information. This is a creative research method.
Another strategy is to build customer loyalty to redefine customer expectations for outstanding quality. That is, do not just meet expectations, to surpass expectations; to provide a unique, can make people remember that service or product.
United States business products company to those who had to wait for the service of customers small gifts to express how sorry for delay in service.
There are some companies by customers and enterprises successfully establish a partnership, which in turn gets customer loyalty. As soon as possible, the individual, or even custom services to customers that they found a understand and care about their partners.
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