The customer experience is the most need of the electrical business owner concerned

The distribution route must be well designed.　　If the delivery staff ran a lot of unnecessary, don't expect him to be good and good delivery.　　Oral/No. 1th Store (Weibo) Chairman Gege Customer experience?　　The most time I spend this year is the customer experience. Many years ago, our understanding of customer experience is very simple, think it is a slogan, is the customer, customer is God, customer is a food and clothing parents and so on. For two years at Amazon, I went to a lot of warehouses with the founder of Amazon, and he spoke at every warehouse. Almost half the time of each lecture is on the customer experience.　　Now I think the customer experience should be the core work of the electrical business owner. What is a customer experience? Is it the delivery guy's attitude? Is it a customer service attitude? Is it the delight of customers when they arrive? Yes, not exactly. To do a good customer experience, we need to pay attention to the following principles: Follow the habit, not behind closed doors in the Mediterranean island, the environment is very beautiful, lush everywhere.　　In order not to affect the greening, the "STOP" brand painted green color, resulting in frequent accidents in that place.　　What does that mean?　　The power of habit is enormous, it is difficult to change people's habits, there is no need to change, you had better adapt to customers.　　Another example of traffic in Shanghai, there are many signs on the road, but there is no GPS, it is estimated that many people will go wrong, because the design is not designed for the driver, but the designers themselves imagined. We made a lot of mistakes at first. Our first edition of the page, home study foreign website design, very light, very refreshing, very vegetarian, a few big pictures, have to go down to the back when the content. But we found that the customer's response is very poor, not lively, unlike shopping, there is no shopping atmosphere.　　Chinese customers prefer a very lively atmosphere, and as a result we changed to the second edition in two months. It is well known that it is easy to set the customer to worry less about the things in the process.　　Process, but also to let customers worry less. For example, orders out of the problem, the light has a good attitude does not solve the customer's problem is useless. You must be very professional to tell the customer where the goods are, when they can arrive, and when to wait for the receipt of goods. Instead of a phone call, two calls, three calls, the problem is not resolved.　　If you want the customer to experience good, just solve the problem once and give him a complete answer. If the customer says this product has omitted, you say this question I also must go to ask the supervisor, you return this item, we check whether to have the omission really. This experience must be very bad.　　If the missing item is not very expensive, you can confirm the direct delivery to the customer later, or the missing goods to the customer's account. Personalized so-called personalized, is to let customers feel that you are dedicated to serve him. If the customer do a very intimate recommendation, he will feel that this site is for my service. For example, the system found that you bought a tube of toothpaste every three weeks, and in the near third week remind you to buy toothpaste, you will feel veryGood, or the previous goods have no goods, now arrived, remind you, this feeling is very good. Managing customers ' expectations in a congested city such as Beijing, you promised to deliver in Beijing within 4 hours, causing a bad customer experience, because your expectations have improved.　　In turn, the customer is very happy, promised a day delivery, but 4 hours will be delivered, the customer will be very happy. I was going to see a Broadway opera in New York, and at the entrance to the theater, the ticket seller said there were no tickets, only a few tickets on the front and second row, which was very bad and often blocked. So my expectations have become very low, but since I have come to see, the result I found that better than sitting in the middle, I sat in front, saw all the performances, very exciting, also not too occlusion.　　I was satisfied because my expectations were low and I only paid half of the money.　　Therefore, the customer's expectation is actually the Customer Experience good foundation, must manage well.　　Associating a customer experience with each department customer experience is not just a matter of customer service or courier services, to do a good customer experience, we must find out what is affecting the customer experience factors, the decomposition of these factors into every post, every function, finally you will know what small factors affect the customer experience. How to relate the customer experience to all the post one by one?　　We link the salaries and bonuses of all employees to the customer experience. First, the distribution staff attitude is good, when leaving must say thank you, go out to take out the rubbish and so on.　　There is also a point is very important, is the distribution link route design, if the distribution personnel ran a lot of unnecessary, don't expect he will be agreeable delivery.　　For IT departments, the design process to be very smooth, operation to be very convenient, clear, do not need customers to see a lot of instructions, various places to explain, the design itself to be like shoot. Product Department must consider the richness of the product should be sufficient, the shortage rate to be controlled in a certain range, because we can not pursue unlimited customer experience, never out of stock, there is an infinite inventory.　　So there must be out of stock, but out of stock is based on customer demand for this product to set.　　Product Department also to consider the purchase of goods in the price is not competitive, if not competitive, customers too expensive, but also the responsibility of the Product department.　　For the marketing department, must turn to the precise customer demand, the market activity is simple and effective, even each position is linked with the customer. Now the company management indicators, each department has a lot of indicators, should be good hundreds of indicators.　　such as distribution, timely delivery rate, customer received, distribution success rate, as well as breakage rate, loss rate, overflow rate. A customer called to say that something had not been received, you must be clear, delivery is not timely which part of the time, is our order processing is not timely, or payment links are not timely, or the warehouse picking is not timely, sorting is not timely, to detail to every link, Be sure to break down a big problem into all the links and finally findThe problem is where. Do Pareto analysis every month (the curve generated from the top of the column chart is the Pareto curve, explain the failure of the various reasons for the implementation of the project, the results of the complaint analysis are listed, how much proportion of the complaints in which indicators, the information on these indicators is worse, or improved.　　This way you know how to improve on the lagging indicator and know which one to focus on. Normally I just focus on three to four, because after I have improved these, the whole picture is changed.　　Perhaps a start to complain about the quality of goods, then the bad suppliers are filtered out; The new problems come again, like a big ship walking on the sea, the reef must be the highest reef; After moving this reef, the reef must be the second tallest.　　It's not easy to instill this into every employee's job, and it took us half a year to get there, and we really got all the jobs and the customer experience related projects to find out and link their pay to the Customer Experience Index.　　These are to find third-party companies to help us do, their own measurement is certainly not sufficient, must be to find a third-party company, we have to continue to see the satisfaction of the customer experience increase. The so-called people have the world, the same truth, customers have to experience the market, the next competition is the customer experience. Is your supply chain, your system, your customer service, your product, etc., you want to please the customer experience throughout the chain, this is a meticulous vast project, but must be done.