How to maintain customer relationship without calling or texting?

Let's be clear, the most important time to maintain customer relationship is every time we meet customers. Only through face-to-face communication and observing customers' habits can we understand customers' preferences more deeply and establish a trust relationship.

If you are not familiar with customers in the early stage, don't ask too many questions at once, otherwise it will cause customers' disgust.

Record customers' information and preferences, and prepare some small love gifts for customers on specific festivals. For example, underwear will be sent to women's day on March 8, pajamas will be sent to couples on wedding anniversary, and handmade snacks will be sent to Thanksgiving.

Pay attention to the customer's circle of friends, and express praise and concern in a friend's tone under the circle of friends related to his living conditions. For example, "Have you lost weight recently?" "The new manicure is really beautiful" and so on.

Through the customer's circle of friends, judge the topics that customers are interested in and grasp the relevant information in advance. For example, if customers share a book, they can get the related topics of App search in the first time. Wait until the next time the customer comes, pretend to chat with the customer about the book unintentionally.

Once a customer shows off luxury goods in the circle of friends, immediately search the customer's luxury goods model through photos, understand the brand story, and then leave a message or WeChat to the customer. Our common sentence patterns are: it is my dream to own a pack of Chanel COCO series, because COCO is the stage name of Miss Chanel when she sings in a bar, and it is every woman's star dream; It is my dream to own a Chanel 2.55, because the design of 2.55 reminds women to love themselves more by freeing their hands. If possible, you can hold a story-telling contest of luxury brands and brand spirit in the company once a month or once a quarter.

Ask customers for help, pour out their troubles, enhance communication with customers in life, and make customers feel "needed by you". For example, you can let him share the delicious food nearby and let him share his love tips when he shows his love to you. ...

Set up several scripts to reply to the circle of friends, such as how to deal with different scenarios, such as customer show love, baby show, luxury show, chicken soup show, and brainstorm with employees.

Look for customers' accounts on other network platforms such as Weibo, Tik Tok, Little Red Book, Knowledge City-State, etc ... Use the associated user name and mobile phone number to search for attention. Once the customer asks you how to find him, your response is "what a coincidence, it may be pushed by the algorithms of these platforms".

Set "maintaining long-term relationship with customers" as one of the task lists of employees' work in one day, and the company will set corresponding rewards. For example, after the interaction between employees and customers is effectively responded, employees will get a certain bonus.

Employees are required to share the effective feedback received from customers on the same day in their store groups every night. As long as the operator sees a particularly good one, he will immediately send it to a large group with senior leaders to praise the employees in time.