How to improve the relationship with customers quickly

How to improve the relationship with customers quickly

How to quickly enhance feelings with customers, a good customer relationship is self-evident, therefore, enhancing feelings with customers is also regarded by many as the core determinant of whether the transaction can be completed. Let's share with you how to quickly enhance the feelings with customers.

How to keep in touch with customers quickly and improve feelings 1

In the era of rapid development of the Internet, whether it is telephone, SMS or WeChat, it has become a way of communication between people. If you want to keep a good relationship with customers, the first thing is to keep in touch. Say hello to questions on holidays, send friends to praise and interact. Don't let customers feel that you only need him at work, so that customers can remember you forever.

Research customers

How to quickly understand the customer's life and preferences, the first thing is to pay attention to the customer's social circle, such as friends circle. Through the circle of friends, you can learn about customers' family, life and hobbies, know what customers are paying attention to recently and what their needs are, and you can also vote for their interests. Of course, if the customers you meet don't send friends, you can only find another way.

Cater to sb.' s tastes/tastes

After learning about customers' lives, you can do what you like in addition to the exchange of topics. It would be great if customers are a little interested in you. If not, you might as well take this opportunity to cultivate a hobby, which not only narrows the distance with customers, but also enriches your life.

Contact with customers' families

In the process of communicating with customers, don't forget the customers' families. If your client is male, then his wife is your potential client. Being familiar with the people and things around the customer and understanding the personal worries of the customer can help him solve his worries. If you can win the hearts of customers' families, you will be close to success.

Help customers get what they need.

If your customer is a young ordinary employee, what you need to do in the daily customer maintenance relationship is to help him create achievements in his work as much as possible, so as to firmly grasp the customer. If you are an older leader, it is nothing more than maximizing benefits and getting more benefits to satisfy him.

Transposition consideration

Learn to put yourself in the other's shoes. If I am a customer, how will I feel if others contact me like this? Although we all try our best to "please" customers on the premise of interests, we might as well think from each other's point of view, then get in touch with our own thinking, compare our differences and constantly change our behavior. Although this may seem inaccurate, it is the most error-free method.

Interpersonal context

As the above-mentioned "empathy" said, when we stand in the perspective of customer relationship, what we want to manage is his interpersonal context, and more: introduce customers to each other. Ask customers to introduce the customers they need, and at the same time introduce people related to customers in their interpersonal circle to customers. In such a "supply" relationship, interpersonal context is formed by operating interpersonal relationships. But you should remember that there is a big premise here, that is, you should be able to maintain good relations with every customer.

How to quickly enhance the feelings with customers II. First, enhance customer trust.

A series of customer satisfaction produces customer trust, and long-term customer trust forms customer loyalty. In order to establish a high level of customer loyalty, enterprises must also pay attention to winning customers' trust, not just customer satisfaction, and constantly enhance customers' trust in enterprises, so as to obtain customers' permanent loyalty to enterprises.

Some enterprises try to "gain" customers by "engaging in relationships" and "going through the back door", but in fact, customers know that "engaging in relationships" and "going through the back door" have naked purposes. If everything is based on profit, it will be difficult to complete. Therefore, "engaging in relationships" and "going through the back door" can't gain the trust of customers, can't get long-term and stable customer relationships, and may collapse at any time.

So, how can enterprises increase the trust of customers?

First, we must firmly establish the concept of "customer first", think about what customers think, worry about what customers are in urgent need, solve their difficulties and help their needs, so as to provide products and services that can truly meet their needs.

Second, we should provide widely credible information (including advertisements). When customers realize that this information is trustworthy and acceptable, the trust between enterprises and customers will gradually emerge and strengthen.

Third, we should pay attention to the risks that customers may encounter, and then put forward guarantees or commitments in a targeted manner, and earnestly perform them to reduce customers' concerns and win their trust.

Fourth, we should respect the privacy of customers, make them feel safe, and then have trust.

Fifth, we should seriously deal with customer complaints. If enterprises can handle customer complaints in a timely and proper manner, they can win the trust of customers.

For example, "creating the maximum operational value for customers" is the goal that Volvo Truck Company always pursues. When doing a deal, Volvo staff must tailor a set of "integrated logistics solutions" for users, and calculate the impact of freight, route, efficiency and even oil price fluctuations on profits. Sincerely, the stone opens the door, and customers will certainly look to Volvo trucks and become their loyal customers. Volvo's return is an increase in profits.

For another example, the hospital can establish a health file or patient information database among patients, record the patient's birthday, illness and discharge time in detail, and establish a follow-up center under the marketing department to keep in touch with patients for a long time. In this way, when patients leave the hospital, the hospital can still get in touch with them, understand their health status, send them condolences and blessings, solicit their opinions and suggestions on hospital work, let patients feel the hospital's concern for them, and thus gain patients' trust in the hospital.

In addition, the hospital's social visibility and social welfare activities. For example, regular free clinics, health care knowledge publicity, physical examination of residents and inviting residents to visit can establish a good public image of the hospital.

In addition, brands can give people a sense of trust. Therefore, hospitals should attach importance to brand building. By shaping the brand of personnel, technology brands, service, equipment and environment, patients' trust in the hospital can be enhanced, and their loyalty tendency can be stimulated, so that the hospital can form a lasting and stable patient group.

Second, enhance the feelings of customers.

There are no customers who can't stay, only merchants who can't stay! Building customer loyalty, in the final analysis, is to win the hearts of customers. Fred Smith, the founder of FedEx, famously said, "If you want to dominate the market, you must let the customer's heart follow you first, and then you can let the customer's wallet follow you."

Therefore, after establishing a relationship with customers, enterprises should try their best to find relationships other than transactions, such as strengthening emotional exchanges and investments with customers, so as to consolidate and strengthen the relationship between enterprises and customers, thereby increasing the mental cost of customers' switching purchases and making customers reluctant to leave. So how to enhance customers' emotional concern for enterprises?

1, communicate actively and keep in close contact.

Enterprises should actively communicate with customers regularly or irregularly, make visits or frequent telephone greetings, understand their thoughts and ideas, invite them to participate in various decisions of enterprises, and make customers feel that they are highly valued.

For important customers, the person in charge of the enterprise should personally receive and visit, and strive to deepen the emotional connection between the two sides and develop an alliance-style customer relationship. Take appropriate measures to congratulate customers on their important days (such as birthdays, wedding anniversaries, promotions, housewarming, children going to college, etc.). ), such as sending holiday cards, flowers or gifts, let customers feel that the company's real care is around.

2, beyond expectations, help in time.

In life, we often say "heart for heart". This kind of understanding and care is especially needed between enterprises and customers. If enterprises provide timely help to customers in trouble, they are likely to cultivate future loyal customers for themselves.

For example, when customers encounter difficulties, enterprises can lend a helping hand, such as using their social relationships to help customers solve problems such as children's enrollment, further studies and employment. This will move customers. Joining the WTO will make customers feel that they have received special attention because it is inconvenient for customers to purchase, and enterprises will take the initiative to deliver goods to their doors. If the customer can't pay the cost of purchasing products in time because of the capital turnover problem, and the enterprise provides help by installment and credit, then the customer will be grateful and come back with loyalty when the capital problem is solved.

In a word, only through understanding, caring and humanized management, sincere dedication and sincere treatment can enterprises enhance customers' trust and emotion and establish long-term friendly relations with customers.

How to improve the relationship with customers quickly 3. Skills and methods to improve customer experience

1, information disclosure and transparency

In order to maintain the relationship with customers, it is first important to let him know your product information, except product name, specification, degree, packaging, origin and so on. You should also tell him the specific market policy. For example, the policy gap between one-time purchase of 10 block and one-time purchase of 100 block must not fool customers.

The market is transparent and open, and customers will know the difference between their own purchase price and others' purchase price sooner or later. When you tell the customer the specific information of the policy in advance, the customer will know the gap between him and other companies in time, and it is also because of the sales reasons of the terminal itself, and will not blame the salesman.

2. Really treat customers as friends.

In order to maintain the customer sentiment of end customers, we must treat our customers as our friends from the heart, and usually give some small gifts according to their needs. Remember, gifts must not be too expensive, but simple, practical and meaningful.

3. Willing to help at a critical moment

Usually, when business people go to the terminal, they often meet customers carrying goods or sorting out products in their own stores. If you encounter this situation, at this time, you should not say anything about your product, just put down your return visit list and your advertising materials, and try your best to help the customer do something, as if you were not a salesman, but a clerk.

When you help your customers accomplish these tasks, I believe that whatever you talk to your customers will have an extra bargaining chip, and at the same time, you will make your customers feel that you are practical, even though a small matter will touch them. Whether you are a salesman or a dealer owner, you must observe more and do more things for customers during the terminal running.

4. Care about major festivals

To protect customers' feelings, we should know the boss's birthday, the boss's wife's birthday, their wedding anniversary, their children's birthday, their parents' birthday and so on. Establish a corresponding database, and send messages or small gifts of blessing and sympathy to customers in the name of the company or salesman on specific festivals or holidays. Although the weight of blessing is small, it is of great value to customers. Is the simplest and most effective means of customer maintenance, and will definitely give customers unexpected surprises.

5. Promote customers to form a circle culture

Sort out personal preferences, find some customers or inner circles with the same hobbies, and conduct some social activities on a regular basis. For example, customers who like to play cards can organize a "card game" and set a certain amount of drinks as prizes; Explore customers' interests and hobbies, organize purposeful activities regularly, and draw closer the relationship between customers and feelings.