How to build a better customer loyalty?

Intermediary transaction SEO diagnosis Taobao guest Cloud host technology Hall

According to recent consumer surveys, 71% of customers end up with a brand and business relationship because of a bad customer experience. Further research suggests that today's consumers are more eager to communicate with real people than ever before. In a world full of microblogs, micro-letters, status updates and short messages, consumers, especially young consumers, want to interact with real people in the process of shopping. This may seem ironic, but why not? In the era of microblogging, SNS Social entertainment, technology has put people and people face-to-face distance. Therefore, the operation of the shop to deal with good customer relationship can not just rely on discounts, concessions, such as mailing these small sweetness. Here are the customer relationship deals I've summarized and are working on.

1, the establishment of a well-trained customer service team, the team must be familiar with their own product characteristics, know the product's weaknesses and advantages, and peers with the brand or similar products have any differences, and has for customer service professional quality. Customer service team can be divided into pre-sale and after-sale two parts, pre-sales and after-sale team difference is that, pre-sales team must have a certain sales wolf, understand human nature and consumer psychology, to sell baby for the purpose of reception to complete the online sales process-oriented, and after-sale customer service, you must know the rules of the mall, know how to deal with disputes To understand the after-sale policy of the company. Upon completion of the sale, regular customer visits, to understand the customer's product evaluation and preferences and record (please do not ignore this detail, this is important for understanding the market, understanding your customer community preferences, including future new goods, products, pricing and sales across other categories are essential factors.)

2, set up a set of customer management system (here we recommend the use of "Wang Shangyun customer Precision Marketing", Next will tell you why to use it, the customer's historical order information into the customer management system, according to customer's consumer price will be graded customers, and according to the purchase of the baby information, sorting out the region , the main consumer groups, consumer data. The advantage of this is to easily grasp the brand's real consumer market, your product in which region acceptance is higher, their consumption power how many? After these carding, easy to carry out new product promotion, care-type marketing work.

3, it is often said that the customer is God. But I think, God is used to worship, the customer should be as lovers and they fall in love. Since you have made a deal, you have already mastered some of his information, according to the customer management system of his information is also analyzed mining, then you can carry out appropriate customer care. For example, the weekend is coming, you can send him a holiday blessing, immediately to the weather changed, the temperature cooling remind him to pay more attention to dressing; H7N9 came, remind him to pay attention to health and epidemic prevention, in leisure time, can also send some soul chicken soup or live small Encyclopedia of text messages, warm greetings, this is not the process of love?

4, to create surprises for customers, let customers know you remember him. After analyzing the customer's historical order information, you can have a good grasp of the customer's shopping habits and interests. For example, it would be obese to buy more clothes, and customers who shopped at number 10-15 every month, perhaps for those days he had just got paid, and male shoppers bought women's clothes to buy gifts for their girlfriends, and there were a lot of similar scrutiny and analysis to be judged. At specific times, such as holidays, holidays, you can send coupons or express gifts to your customers, try to install small gifts, let customers feel your care, remember your shop.

Above is to give everyone good customer care, the establishment of customer loyalty suggestions. Write here, some people may ask, we are very busy every day, what good way to do this thing? I have been using the "Wang Shangyun customer Precision Marketing" to give examples, I have all these work to the system to complete. Order a good Wang Shangyun customer Precision Marketing, the store every day after the order information will automatically sync to this system. According to our set customer unit price, total consumption, the system has helped us to analyze the client's information. Usually, I am based on the customer's regional information, consumption order time, consumption order items, customer unit price, the level of customers to filter. After screening to generate a short message marketing task, by Wang Shangyun Customer Precision Marketing to help us mass text messages. According to my experience, customers will begin to forget your shop after 7 days of buying a baby. So most of the time we are on the third day to arrange after-sale customer service, through Wang Wang or telephone to customers to visit, to understand the product situation, and then on the fifth day to send them "Thank you for buying" SMS. In this way from the purchase, to sign, to return, and then to the message thanks, the entire transaction contact Total 4 times, the duration of 10 days, the customer for our impression is a lot. Because and customers often maintain such interaction, the customer is very familiar with our impression, so our promotional activities also do a very successful, conversion rate is very high. Usually we use Wang Shangyun customer management to do a mass message, conversion rate of 25-35% around, the system will give me a short message marketing report analysis, calculate down the cost of SMS can be completely ignored. Because I won both the Order and the customer.