The core of customer maintenance is to let customers not only be assured in the process of playing, but also let customers feel our good service and product added value, and finally form a more stable and loyal user group. The time and effort spent on developing a new customer is several times or more than the time and effort required to maintain an old customer. Even if you don’t want to let yourself try to pay for it, let’s say that the old customer’s evaluation is The best advertising, it is easier to create new customers, and customers introduce customers, which is a very important channel.
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First, customer maintenance must have a comprehensive customer information database
No matter how smart your brain and how good your memory is, it's impossible to remember every detail of your customers, so having a customer's database is a must, and the first step in your work. Someone may see that you want to create a database, the header is big. It's not too hard to actually create a database. The simplest customer database is your phone's address book, but I don't recommend using your phone's address book as your customer database because it's too simple to enter you. The required customer database information cannot meet the daily work needs. If you are happy, you can go online and search for a lot of software similar to the customer database.
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Second, remember the customer's family name, let the customer touch your attention
In Taiwan, Yan Changshou, the president of the Yadu Lizhi Hotel, who is known as the "godfather of the hotel industry" once said: "Customers are not going to be in the market, but they need to be cared for and valued. One can touch the heart of the customer and win more than 100 million. Decoration.” His hotel waiter did it. When the customer arrived at the hotel, he could accurately say “Welcome, Mr. Chen, Miss Li”. After the customer registered with the hotel, they will know their name and give them a feeling. are different. Indeed, the name is a "magic" that penetrates the heart. As long as you read this "spell", the other person will treat you as your own. This is especially true for industry practitioners. If you are in the process of interacting with customers, each visit can accurately call out the name of the customer's family. It will definitely make the customer remember you deeply, be moved by your care, and trust more. you.
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Third, the customer maintenance of the 28th theory
People's lives are limited, time is more precious, how to balance time costs and profits? Perhaps the 28th theory can give you some inspiration and combine the grouping functions of this platform to maximize your time.
In many industries, 20% of the most valuable customers can bring 80% of the profits to the park. On the contrary, many customers have a very low value for the park. It takes a lot of money for the park to do a good job of the work of 20% of the people. It may cost a lot, but it is worth it. In addition, 20% of 80% of customers are wasting the resources of the park. For them, it is necessary for the park to give up decisively; for the remaining 60% of the customers, there is no loss, but it can maintain the scale of the park. The park should try to keep them. So we have to study and find out what characteristics of the 20% of people, why they loyal to the brand, what strategy should be adopted to keep them loyal to generate the profits of the park.
There is an idea that “turning all disloyal customers into loyalty” does not make much sense. Some customers may not be able to make money from them even if they become loyal customers. Because they only value the constant price reduction and promotion of the park, this loyalty can not bring profits to the park. Of course, for those potential high-value customers, they must increase their loyalty and make them a loyal and high-value 20%.
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Fourth, customer maintenance time segmentation skills
If you are interviewing a client, I would like to recommend the time allocation and negotiation skills of “Two minutes to talk about the theme, eight minutes to talk about home or current events”, because doing so may make both parties happy, with this experience, customer maintenance Successful.
There is no forever friend in the business field, only the common interests forever, if there is no common interest between you and your customers, then your customers are quietly lost. Always remember that how to maximize the benefits between you and your customers is central to maintaining customer relationships.
Similarly, people need to be lubricated with emotions and gifts. Don't forget to give customers some suitable small gifts, or give customers a certain rebate policy. If the business benefits are really good, it is best to give customers some unexpected benefits. Because of this, you can improve your relationship with your customers and gradually increase your customer's loyalty.
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