As long as do three things? You 're right. If a company can do these three things, you can create a lasting relationship with loyal customers. And you know what? It's not like rocket science so profound.
Listen for
As said earlier, this is not profound. But can really do the companies are less and less. "Listen" actually mean what? It is not just survey asked the same 4 questions in the network or call at the end of the.
When you give the customer time to talk, gratefully reply customer, customer suggestions and complaints to take response measures, the customer will feel you to listen to their concerns and suggestions.
The United States large cable operators Kang Custer (Comcast) was a result of poor and slow customer service as example. Until it began to arrange staff to maintain the company's Twitter account to change. When customers complain about Kang Custer to all over the world on the Internet have been a hate, staff will ask customers to provide more information. The employee will not attempt to explain away, on the contrary, he will have a genuine and sincere desire to improve. All of a sudden, that sufficient attention clients begin to support Kang Custer.
Sincerely listen to customers, and make improvement, will give you bring huge returns.
Smile
This is it right? Too simple? No, not at all. But this is a very critical. I suggest the "smile" refers to convey the joy and appreciation in contact and customer and communication.
Before we talk about how we make decisions based on emotions (or even subconsciously). We tend to choose and we can really talk to people and make us feel appreciated people to do business, even if the price is higher also not to hesitate to! In addition to the cashier smile welcome outside, there's more to customers "smile" way.
Online shoe retailer Zappos in different ways to the customer "smile", but usually the client never seen employees. Call a friendly tone, handwritten thank-you cards, interesting trading culture, only a small part of the staff of the company to allow customers to feel warm and enthusiastic way.
And "warm enthusiasm" usually means real income and profits.
Delivery
This seems to be an obvious, but in some areas of business are quite rare. "Delivery" refers not only to provide a service or product, the trick is to set a specific expectations and exceed expectations.
To move a stone to break his leg, you only need to give the customer a high expectations and live up to this expectation can. If you promise overnight delivery, but the results for 2 days, you will have a dissatisfied customer. On the contrary, if you promised 2 days but tertian service, the customer will pass from mouth to mouth high service standard you.
The United States of America high-end Hotel Ritz Carlton (Ritz-Carlton) has been working to enhance the guest experience. They promise the best experience, at the same time employees working through the personal care and service to the guests left unforgettable memories, so as to enhance the guests enjoy in quality. Ritz Carlton understand, commitment to excellent, but to deliver superior to enable customers to become the most powerful promotion hotel.
If you set a cannot always achieve or exceed the standard, will be no end of trouble for the future. Put another way, set a can let you actually go beyond the standards, so that customers will sing your praises.
Listen for
As said earlier, this is not profound. But can really do the companies are less and less. "Listen" actually mean what? It is not just survey asked the same 4 questions in the network or call at the end of the.
When you give the customer time to talk, gratefully reply customer, customer suggestions and complaints to take response measures, the customer will feel you to listen to their concerns and suggestions.
The United States large cable operators Kang Custer (Comcast) was a result of poor and slow customer service as example. Until it began to arrange staff to maintain the company's Twitter account to change. When customers complain about Kang Custer to all over the world on the Internet have been a hate, staff will ask customers to provide more information. The employee will not attempt to explain away, on the contrary, he will have a genuine and sincere desire to improve. All of a sudden, that sufficient attention clients begin to support Kang Custer.
Sincerely listen to customers, and make improvement, will give you bring huge returns.
Smile
This is it right? Too simple? No, not at all. But this is a very critical. I suggest the "smile" refers to convey the joy and appreciation in contact and customer and communication.
Before we talk about how we make decisions based on emotions (or even subconsciously). We tend to choose and we can really talk to people and make us feel appreciated people to do business, even if the price is higher also not to hesitate to! In addition to the cashier smile welcome outside, there's more to customers "smile" way.
Online shoe retailer Zappos in different ways to the customer "smile", but usually the client never seen employees. Call a friendly tone, handwritten thank-you cards, interesting trading culture, only a small part of the staff of the company to allow customers to feel warm and enthusiastic way.
And "warm enthusiasm" usually means real income and profits.
Delivery
This seems to be an obvious, but in some areas of business are quite rare. "Delivery" refers not only to provide a service or product, the trick is to set a specific expectations and exceed expectations.
To move a stone to break his leg, you only need to give the customer a high expectations and live up to this expectation can. If you promise overnight delivery, but the results for 2 days, you will have a dissatisfied customer. On the contrary, if you promised 2 days but tertian service, the customer will pass from mouth to mouth high service standard you.
The United States of America high-end Hotel Ritz Carlton (Ritz-Carlton) has been working to enhance the guest experience. They promise the best experience, at the same time employees working through the personal care and service to the guests left unforgettable memories, so as to enhance the guests enjoy in quality. Ritz Carlton understand, commitment to excellent, but to deliver superior to enable customers to become the most powerful promotion hotel.
If you set a cannot always achieve or exceed the standard, will be no end of trouble for the future. Put another way, set a can let you actually go beyond the standards, so that customers will sing your praises.