Someone sales manager noted: when dealing with sales, customers do not compare you with competitors. They are holding you back from the most wonderful service ever obtained. Are they respected in the bank, restaurant. They are holding you back from the service of the most
prominent of which they get anywhere. Are they respected in the bank, restaurant, or phone provider, customer menentapkan their expectations with the advantages they get, and will assess your experience with them.
prominent of which they get anywhere. Are they respected in the bank, restaurant, or phone provider, customer menentapkan their expectations with the advantages they get, and will assess your experience with them.
"Understanding how to attract and maintain loyal customers is not an easy job," says Chip Bell, senior partner of The Chip Bell Group, and John Patterson, President of Atlanta-Progressive Insights. However, there are five drivers of loyalty in accordance with the most customers at all times. Here's an explanation to these five items:
1. Involve me
When you involve customers in the sales and service, loyalty plays an important role. "Helping customers to feel like someone you know," said Bell and Patterson. They take the example of a retailer Build-A-Bear Workshop. At Build-a-Bear, customers not only choose a product, they make it. They chose the material, sewing, cleaning, dressing, and make a birth certificate for the animal they choose. Thus, the end result is not just ordinary animals - but their own creation. By entering the customer into the sales process, Build-a-Bear Workshop has grown to more than 200 stores around the world less than a decade.
2. Protect me
Customers expect the basics. As customers are sure you have enough space, they assume you are a quality product they can trust for a great price and with outstanding service. As shown Bell and Patterson, "If a plane landed in the city proper, we do not cheer. But if it landed in the wrong town, we were upset." "Back to basics at any time and you will build a solid foundation for a loyal supporter".
3. I understand
"A good service provider is a great listener," said Bell and Patterson. "They know that explore the essence of the problem will lead to better solutions, exceeded expectations." Make every customer contact in your company to monitor. Creating a system that allows them megumpulkan Intelligence and capture customer so you can see trends, aware of the problem, and get early warning that needs to be addressed.
4. Giving a surprise
Do you remember when you open the Cracker Jacks box when your children? Maybe then you are more curious about the gift that is in it than popcornnya. Think of a product or service - what can you do to create a "free gift inside your product?" In other words, what can you do to surprise customers with something unexpected? The moment of "wow" that does not look this creates lasting customer who will tell others about the experience gained by your organization.
5. Inspire me
When your sales people show character quality, customers will be inspired and be loyal to your company. These qualities include pride in their work, put the needs of their customers rather than the interests of achieving the target, and being open, honest, and ethical. Customers appreciate and admire people and companies who have these traits, and they will always come back to you.
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