How to give back to old customers?

The form of online shop giving back to loyal customers:

1, understand the return visit intention.

For example: I want to recommend new products to him; Ask him if he is satisfied with the goods he bought; Tell him there are activities in the store recently; Deal with bad reviews, etc. Different intentions, the content of communication with old customers will be different, and we should operate according to the actual situation.

2. Understand the types of old customers.

Before you pay a return visit, you should first analyze the general information of this customer and the types of goods you have recently purchased (it is best to record the information of old customers in advance).

For example, you want to recommend the latest long trench coat to her, but this customer is not tall, and the clothes she usually buys are small sizes, and the long trench coat is not suitable for her at all. Even if you pay a return visit, customers may not buy it. Therefore, before you pay a return visit, you should think about the type of customers you are facing and whether they can get the information they want, so as not to do nothing.

3. Determine the return visit method

The common ways for sellers to pay a return visit to customers are Wangwang private letter, SMS notification and telephone return visit. None of these three methods is perfect, so it is better to combine them. And for different customers, the way is different.

For example, this customer doesn't surf the Internet often, so it's not appropriate to use Want Want private messages. It is best to notify by SMS or call back. If this customer often drives, it's best not to call back by phone, but to inform him by Wangwang private message or short message. We should choose the right way according to the actual situation of our customers.

4, regular return visit

A customer will collect many stores, so it is impossible for him to remember the information of each store. After a long time, he may have forgotten us, so he'd better pay a regular visit. According to the number of old customers recorded in the store, draw up a regular return visit plan to take care of customers at any time and deepen their impression of the store. This periodic return visit will make customers feel that they are valued by the store and their loyalty will be improved.

5. Return visits on holidays and birthdays

Holiday return visit, as the name implies, is to convey holiday greetings and bring blessings to customers when some major traditional festivals or western festivals come. It's also a good way to send blessings to customers on their birthdays. Customers are cared for by the store, and their affection for the store is deepened. Maybe when they are excited, it will bring traffic and sales to the store.

Moreover, the store can hold birthday promotions, give small gifts, let customers taste the sweetness, and maybe recommend your store to friends around you, which not only keeps old customers, but also creates new customers. Why not?

Step 6 repeat sales

During the return visit, if you have a good chat with the customer, or if the customer is not disgusted, you can take the opportunity to sell the store or new products to the customer and politely ask the other party if they have any intention to buy. Register interested or hesitant customers for follow-up visits. Even if the other party doesn't make a clear statement, don't forget to send him a text message to remind him afterwards, which is also a way to increase traffic.