Nine Principles of JIA YI XIN CHENG for Customers
1. Existing a customer is more important than getting a new customer.
Companies to expand markets, increase market share, they often will more focus on the development of new customers, but the development of new customers and retain existing customers will be more than cost. Moreover, according to surveys conducted abroad, is generally higher than the expected value of new customers and old customers. This makes the development of new customers greatly affected the success rate. Undeniably, new customers on behalf of the new market, can not be ignored, but we must find a balance, but the fulcrum need to continue to explore every business.
2. Unless you can quickly make up for the loss, or you will lost the customers permanently.
Each company has a customer base for their respective division of one kind or another, the customer and therefore enjoy different customer policies. However, enterprises must clearly recognize that that is our Yisifumu each customer, whether they are done for the company contribution is big or small, we should avoid customer discrimination policy, so never give up customers out of the market .
3. The dissatisfied customers have more friends than the satisfied customers.
Competitors will make use of customer dissatisfaction, and gradually erode its loyalty, while expanding your customer base in adverse effects. This is why dissatisfied customers than satisfied customers have more "friends."
4. Dredge communication, welcome complaints.
There are complaints have to work improvement, timely handling of complaints can improve customer satisfaction and avoid a decline in customer loyalty. Smooth communication channels to facilitate business to collect the feedback information may help marketing work.
5. The customer is not always right, but tell them why they are wrong will produce different results.
Customer not always right. "Customer is always right" is left to customers, not businesses. Enterprises must discover and understand the position of the customers and their reasons for the differences in which to inform and guide them. Of course, this requires a certain art and marketing skills, different methods produce different results.
6. Customers have full power of choice.
No matter what industry and what products, even monopoly, we can not ignore the customer's choice. Market is the manifestation of the demand, the customer is the source of demand.
7. You have to listen to feedback from customers to understand their needs.
Customer service can not be blind, have targeted. Enterprises must listen to customers, understand their needs, and on this basis, customer service, so that could be achieved more with less, increase customer loyalty.
8. If you are not willing to believe, how can you expect your customers want to believe?
Companies recommended to customers with new products, or require customers to carry out a cooperation, must stand on the customer's perspective, and look to consider. If you feel that is unreasonable, it is absolutely not easy to try. Your customers resistance to forced together forever and
9. If you do not take care of your customers, then other people will take care of.
Market competition is fierce competitors of each other's customers are always concerned about. Enterprises must regularly communicate with their customers understand and resolve customer questions. Ignore your customers to give competitors equal to hand over to customers. More than nine principles are simple, if the company can follow the above principles, there will be a multiplier effect. Of course, there is no constant and eternal truth. As the market changes and the accumulation of work experience, I believe more insightful, practical, "customer focus" rule will come into being, "customer focus" work will push the update level.
JIA YI XIN CHENG
Jimmy