(Abstract) 100 Great Business philosophy: Concept 10: Customer Psychological Analysis

Concept 10 customer psychology analysis

To improve sales efficiency, customers can be divided into different "groups" based on their personal needs and preferences. New customers can be evaluated and put into appropriate groups. This classification combines the psychological classification and the statistical classification of user information. Therefore, the term "psychological characteristic Statistics" is used. This allows the sales company to cater to customers' specific needs and personal preferences accurately and efficiently. This streamlined and efficient customer information allows the company to choose from a fiercely competitive, customer-centric market.

Concept

"The key to happiness" is a self-diagnosis method developed by Club Med for customers. The hotel found that more than 40% of the reasons for customer dissatisfaction are directly related to the recommended (or allowed to choose) Inappropriate vacation location for them. For example, a family would unconsciously choose a holiday destination designed for single people, but a couple who want to know the local customs mistakenly went to a deserted island. Further research found that the hotel has five customer groups:

§ Family members who wish to stay comfortably with their families.

§ People who want to hold a party to celebrate others.

§ Enjoy high levels of comfort and enjoyment.

§ Those who love to explore the culture, history, and charm of the country.

§ Activists who want to exercise and enjoy sports.

The "key to happiness" service is a self-help service system designed for customers. It uses the questionnaire to find out which of the five categories the customer is suitable for and which one is the most suitable for them. The result of the system is that short-term services (because customers find the services they want) and long-term services (because satisfied customers will return again) have increased.

Practical application highlights

§ Understand the customer. What kind of people are they and what services they want from you? Customer feedback and surveys are useful sources to help you get this information.

§ Classify your market. Divide customers into reasonable groups based on their personal characteristics, needs, and other relevant factors.

§ Collectively discuss how to provide customized products for these groups to provide them with the best services.

Evaluate new customers, determine which "customer group" they belong to, and then provide them with more personalized services.

§ Coordination between the services you provide, especially the price and other charged items, must fully meet the needs of each customer group.

Ensure that employees in your company understand, attach importance to, and adjust their work to meet each type of customers.

§ Be prepared to add new customer groups as needed.

(Abstract) 100 Great Business philosophy: Concept 10: Customer Psychological Analysis