(serialization) royalties to which the satisfaction of3time difficulty development of customer loyalty(part)

Composition: Deer getdata this trust (“All About business-related work” old guide)

* The customer regrets by all means after the purchasing

As for the customer after the purchasing it is something which is regretted by all means.Are your own decision probably correct truly?Isn’t probably that another choices are better?When you do big shopping, isn’t probably such thinking has been done?

In this time which the customer is moved by insecure, by the fact that after following to which the air is effective is done, customer royalty increases at once.

At a certain cosmetics company, the letter of thanks of the contents “purchase thank you”, is produced after the sale 3 day.In addition, “there is no dissatisfied point after the sale 2 week? The letter (of course, also telephone number of the free dial has put out is written) please consult unhesitantly with any thing”.And, the time where the cosmetics finish using, the letter which urges re-purchase is delivered.These letters all business people in charge are handwritten.Re-purchase ratio of the customer of this company is very high in comparison with same trade other companies.

* Always you are concerned your thing

In the time when regret after the purchasing occurs, very it is effective to provide the letter to the customer.The customer who receives the letter “after buying, has been concerned properly.was good to buy from this person and rest assured.

handwritten letter, especially, remain in the mind of the customer. wa a fault rather than the contents of the ten, if you have written much more about the customer’s personal. personal handwritten letter is time-consuming. that’s why my heart is transmitted. trying to intensive handwritten letter you also.

if time permits, also good to visit customers directly. greeting customers to visit a temple(courtesy call)the is a waste there are some people who think, is not vain. we could just as well have said to gain the trust of customers is essential and required rather. you simply put in an appearance after the purchase, customer loyalty is certainly up to. try to visit more and more.

(practice) let’s put a handwritten thank-you letter after a week selling.

(practice) visiting a customer in one month after sale, try to ask there is no dissatisfaction.

(practice) deliver to the customer will own monthly newsletter.

the important thing is, we’ll always have care of you the message that, let your customers know that. it is only just, customer loyalty is growing much. despite, salespeople have practiced this, too little.

(reference) to explain the goodness of the product prior to purchase anyone is doing. trying to explain the goodness of the product even after the purchase. customers from the regret of purchase, looking for a reason to affirm the decision of their own. anew the splendor of the products described, let me indicate that the customer’s decision was correct.

the following, let us consider consistent customer-facing. to next page

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person in charge for customers of all their

for customers, would clerk would be president and sales representatives will partner, not everyone is in charge of their own trouble. customers, everyone knows his company has, we hope that consistent support is made. if you look from the customer, company is partly responsible.

whether you are a customer interacts with you what, other employees(other salespeople, delivery person, such as the clerk)how would you know. to service requests from customers that you are responsible for, what other employees will be able to support.

is absent because it is responsible for · i do not know and who are not in charge of it is not in charge of my customer has not wanted to hear such words.

customer relationship management

(case) talk in a construction machinery manufacturer. an incoming call from a customer. (all pseudonym)

how can such a thing really? i would have thought so. in fact, what are you achieve thisCRMi called customer information system.

CRM(Customer Relationship Management)and is, shared by the entire company involved in the customer information, some method to achieve a consistent response to customers. to be more specific, sale of goods, maintenance service, and respond to inquiries and complaints, individualin the database to centrally manage all interactions with customers. and, to share their information across the enterprise, by utilizing on-site contact with the customer, is to achieve consistent customer responsiveness. CRMis, respond to customers through consistent, build a good relationship between customers and companies, are intended to maintain.

in this case, mr. sakashita of delivery charge, parts that have to take care of the repair from customer. mr. inoue of business that you pass to it. mr. inoue of business, that began in the evening yesterday to repair. that is to finish repair tomorrow morning. mr. inoue is expected to be bring to customers in the afternoon of tomorrow, has been entered into the database. if only this information is complete, answering queries from customers can be anyone.

face of the company is one for the customer. in order to achieve it is essential to take advantage of information systems. CRMcompanies that practice, companies that do not practice. already, while the difference is open.

CRMabout, will cover in more detail in another series.

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