Customers are affecting your brand

Behind every customer, there are N relatives, friends, colleagues and so on. If you win a good reputation of a customer, you may win the favor of N people; nowadays customers often shop around, you offend a customer, which means you ignore the N customers behind it. The negative effect is that your competitors have one more customer. Some people say that developing new customers is N times the cost of retaining old customers.

I just got to work in the first month of this year. I got a call from a customer in Linyi, Shanxi. I learned from the phone that the customer has purchased our shoes many times. It is a loyal customer of ours. The customer gives us a certain quality detail of the shoes. Some suggestions on the process, according to the routine, the company headquarters are all service problems that the middlemen have not solved or solved, and most of the requirements are problems such as changing shoes, returning shoes or refunding money. The customer was out of my accident. She gave us advice to buy more beautiful and comfortable shoes in the future. This made me discover that the customer base actually has the power to supervise, advise and monitor.

To improve the efficiency of a single store, we must increase the customer's return rate and strengthen customer loyalty. Ways to retain customers are:

1. Remember the long image and related characteristics of the customer. When you want to think about the customer and communicate with the customer, you should talk more about the things you like and the topics you are happy with.

A store manager of a brand once recorded his service experience: every customer entering the store should carefully look at his long image or his characteristics as they step into the store. When the customer comes back next time, he will recognize him. Even when he passes through their store one day, he must nod and smile with him and say, "Hello!" and the customer will nodically respond. When he comes for the third time, I will talk to her like a friend and let the customer remember me. When he came for the fourth time, I would be very enthusiastic about beauty, handsome, aunt... I would like to say hello to him, let the customer feel that I am a trustworthy friend, kiss him, talk to him, chat and do everything. Ways to allow customers to stay in the store for a while, increase purchase opportunities.

2, the establishment of customer files, better to provide a "warm heart" service for a pair of customers.

3, gift points card, VIP card, membership card, etc., with the service to stay.

4. Constantly provide customers with information such as product launches and shoe purchase discounts.

5. Constantly accumulate the reputation of customers and establish competitiveness with good brands.

6, allowing customers to enjoy reading, music, video, coffee, tea and Internet access, so that customers can enjoy the satisfaction and comfort brought by shopping; can also provide free shoes, shoes, small medicine boxes, etc., on-site Have a customer opinion book, wear a smile service card, etc.

However, behind the service marketing, we often see some phenomena that damage the brand image. As the brand name card of the brand, the shopper's image spokesperson, if the word "ç‹ " is spoken, essentially ignores the importance of service.

For example, in the operation of the store, it is often encountered: the shoes are opened, the skin is peeled off, the paint is easy to fall off, the feet are worn by the feet, the feet are not fit, the colors of the two shoes are different, the shoes have faded, and the shoes hurt the feet. Wait, the customer complains that there will be ugly words, yelling, screaming in the mouth, getting angry, dealing with the clerk, rude, even "throwing shoes" phenomenon, or shouting to find consumers The association complains, or finds the medium to expose your brand, some customers claim compensation for mental damage, if the foot is stabbed, the medical certificate is required to cure the wound, and so on.

Complaints arise, most customers ask for a pair or return money to him, but customers often wear shoes, what should they do? In general, let the customer calm down first, don't talk directly about shoes;

Before dealing with complaints, we must first smooth out the hearts of customers. If you don’t have time and place, you can change the time and place. In order not to affect other customers, you can bring customers to the store. Please ask the customer to go to the store warehouse to talk about it separately, first pour the glass of water, analyze the essentials of the after-sales, explain to the customer, it is within the scope of warranty, the shoes can be repaired free of charge, eliminate the customer's anger, change the position, and also provide some substances. The compensation, such as sending a few pairs of insoles or socks, or promise to repair the shoes and then send a discount card, express your apologies with physical or discount cards; let customers eliminate grievances, can also be based on the phone and address provided by the customer I sent the repaired shoes to the customer's home in the first time. I believe that the customer will feel your sincerity and will be very touched.

The customer's later transaction is due to the good feelings of the store and the shopping guide, not just the goods. The guide is the business card of the store, the consultant of the customer, the friend, the store staff not only sells the product, but also sells the service. If it is decent, the customer will thank you, remember your brand and choose your brand. The success of the brand can make competitors unable to imitate, good service can get more loyal customers, and even win huge profits.

Strong brands, big brands, international brands, and heroes. In the terminal stores, we see that regardless of the plane or the three-dimensional, the brand lineup is very large, international brands, national characters, well-known, branded, (note : Exemption has been stopped.) Although this is an affirmation of the company's development stage, but this alone, the products displayed at the terminal are trustworthy? I believe that after reading the above, you have to believe: in the era of service marketing, customers are affecting your brand!