The way to maintain old customers is not to force customers, but to guide customers from the customer's point of view. Customers sometimes value your service spirit more than your products. Let's analyze the maintenance methods of old customers.
Old customer maintenance methods 1 old customer maintenance skills 1, more preferential measures.
Such as quantity discount, gifts, long-term credit sales, etc. And often communicate with customers to maintain a good and harmonious relationship and harmonious atmosphere.
Tips for maintaining old customers II. Special treatment for special customers
According to the 80/20 principle, 80% of the company's profits are created by 20% of its customers. Not all customers have the same value to the enterprise. Some customers bring higher profit margins, and some customers have longer-term strategic significance to the enterprise. According to a research report published in Harvard Business Journal, customers who patronize for many times can bring 20%-85% more profits to the enterprise than customers who come to the door for the first time.
Therefore, a good management enterprise should subdivide its customers according to its own value and profit rate, and pay close attention to high-value customers to ensure that they can get the special service and treatment they deserve, so as to become loyal customers of the enterprise.
Tips for maintaining old customers 3. Provide systematic solutions.
Not only at the level of selling products to customers, we should take the initiative to tailor a set of suitable systematic solutions for customers, care for and support customers' development in a wider range, enhance customers' purchasing power, expand the purchase scale, or discuss new consumption methods and ways with customers to create and promote new demands.
Tips for maintaining old customers. Establish a customer database and establish a good relationship with customers.
Every day's visit, sincere greetings on holidays, happy weddings, sincere wishes on birthdays and a bunch of flowers will deeply impress customers. The end of the transaction does not mean the end of the customer relationship. It is necessary to keep in touch with customers after the sale to ensure their satisfaction continues.
Tips for maintaining old customers. Communicate with customers in depth to prevent misunderstanding.
Customers' needs can not be effectively met, which is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should timely convey the information of business strategy and strategic changes to customers, so as to facilitate the smooth development of customer work. At the same time, collect customers' opinions and suggestions on enterprise products and services, and integrate them into the improvement of enterprise work.
In this way, not only can the old customers understand the business intention of the enterprise, but also the marketing strategy of the enterprise can be effectively adjusted to adapt to the changes in customer demand. On the other hand, we are good at listening to customers' opinions and suggestions, establishing corresponding communication channels for complaints and after-sales service, encouraging dissatisfied customers to put forward their opinions and dealing with customers' dissatisfaction in time.
And from the perspective of respecting and understanding customers, think about problems from the standpoint of customers and adopt a positive, enthusiastic and timely attitude. At the same time, we should follow up with customers and take active and effective remedial measures. A lot of practice shows that 2/3 customers leave their suppliers because they don't care enough about their customers.
Tips for maintaining old customers. Create obstacles for customers to leave.
An effective way to retain and maintain customers is to create obstacles for customers to leave, so that customers are afraid to buy competitors' products easily. Therefore, from the perspective of enterprises themselves, we should constantly innovate, improve technical means and management methods, and raise the transfer cost and threshold of customers; In terms of psychological factors, enterprises should strive to maintain close relationship with customers, make customers emotionally loyal to the enterprise, and have dependence and habitual psychology on corporate image, values and products, so as to establish long-term relations with enterprises.
Ways to maintain old customers. Methods of selling and maintaining old customers.
Maintaining the old customers in the store is a job that every seller needs to do. Not only big sellers will protect old customers, but small sellers will also protect old customers in their own stores. My store was registered in 2008, and it was put into operation last month to be exact. Although there is no brilliant performance at present, I think it can still be compared with the growth rate of peers. So today, I want to share some precautions for maintaining old customers. I hope it is useful to everyone.
Getting customers is what every seller is trying to do, but in the increasingly fierce competition of Taobao, the cost of getting new customers is getting higher and higher, so we should protect our members while getting new customers, which is also our wealth. I have always felt that maintaining old customers is more important than introducing new customers. Why? Because you only have to form your own plan to protect old customers, so that the new customers you introduce can also be transformed into old customers. Otherwise, the customers you brought in will be lost if you buy them.
I make beads, because I cooperate with larger factories, so I think the supply of goods is one of my advantages. The goods are our own, and the inventory and quality are controllable. First of all, let the old customers remember us and give them a simple and memorable name, which is more convenient for customers to remember.
Secondly, the buying experience is poor.
Poor purchasing experience is not only a factor of poor customer service attitude, but also a factor of poor response, substandard product quality, poor delivery speed and attitude of courier, and low added value of products. These are all factors that lead to poor customer buying experience. If these factors make the customer dissatisfied, do you think he will come back? The answer is obviously impossible.
In view of these factors, we should make statistics and then analyze the solutions. The agent may not decide the factor that the product is not up to standard, but if I have the supply, then I can control the quality. Express speed and courier's delivery attitude. For express delivery with slow customer response, you can consider replacing express delivery or adding express delivery options.
As for the added value of the product, it is best if we give it as a small gift, which will make the buyer feel value for money. If there are no small gifts, you can send coupons, which can not only make buyers buy again, but also make buyers feel preferential.
Is to set up a special person to protect old customers
This step can be applied to all categories, for example, some buyers who once wanted to take the initiative to ask us for express delivery, we can pay attention to this order, check the logistics information and call the buyer to ask if they have received it. Do you know that this step can increase the goodwill of buyers a lot? It can be seen from the buyer's follow-up evaluation.
Emotional marketing old customers.
I will add friends to anyone who has placed an order in our store or chatted with us. Send messages in groups when promoting, but be careful not to send them too often. We don't need to advertise for mass greetings on holidays, but let the buyer know that we care about him.
Fifth, the old customer exclusive area.
For old customers, in addition to setting a ladder discount price, you can also set up some exclusive active products for old customers, which will not only make products with 0 sales volume sell well, but also allow old customers to bargain.
Give old customers some added value.
Because beads can not only be brought by yourself, but also given away. So if there are old customers who need to give away, I will help write greeting cards and pack the beads in beautiful gift boxes. This purpose can satisfy both the old customers and the recipients, so we won't bring another customer!
Methods of maintaining old customers 3 methods of maintaining customers
First, SMS.
From the perspective of telemarketing, SMS will also be a better way to keep in touch with customers for a long time. One thing to pay attention to when using SMS is to use product and service introductions carefully. When the seller is going to introduce products or services to customers by SMS, it is best to tell customers in advance. If you blindly get some mobile phone numbers from any channel and send them short messages, it will only attract complaints from mobile phone users.
Second, letters and postcards.
Joe girard, the car sales champion, sends 65,438+05,000 postcards every month to keep in touch with customers, so that customers will never forget him. Even if they don't change cars for the time being, they will take the initiative to introduce customers to him, which has become one of the key factors for joe girard's success.
Telesalesmen can also keep in touch with customers in this way. Now the development of IT technology is very different from that of joe girard. Many sellers use e-mail instead of postcards and handwritten letters, which will reduce costs and improve efficiency. However, traditional handwritten letters and postcards can give customers a unique feeling.
Third, mail gifts.
When the festival is coming, if conditions permit, it is best to mail some practical gifts to customers, which is a necessary link to implement emotional marketing. For example:
The account manager of a company called the customer many times, but the customer couldn't see him. Later, he gave him the phone number of a new company. When he called the customer again the next day, the customer's attitude changed a lot.
Someone asked the key account manager, "What is the main reason?" The key account manager thought for a moment and said, "Maybe he thinks I really care about him and care about him." That's exactly what happened. A small gift, not necessarily expensive, can make customers feel your concern and accept you immediately.
Fourth, customer friendship.
Nowadays, in order to better serve customers, many enterprises have set up their own big customer clubs, and regularly hold customer networking activities with various themes to further strengthen customer relations. This method is especially suitable for those marketing industries that are relationship-oriented and have obvious business areas. For example, the telecommunications industry, the financial industry and so on.