For our businesses, the flow of stores is a big thing. As Taobao becomes larger and larger, more and more businesses are involved. The ensuing competition is also growing, and the diversion cost of stores is getting higher and higher. Many small and medium-sized businesses feel that it is more and more difficult to do.
In fact, we businessmen all have a misunderstanding. Our focus is on how to attract traffic, ignoring the existence of old customers. We keep going on promotional activities and think that this will bring more traffic. In fact, such traffic does not transform very well, but the loss rate is high.
In fact, this is because these customers are not loyal customers. When our activities stop, our traffic and conversion rate may return to the original state, so we began to promote again.
To avoid such a vicious circle, we should work hard on the old customers, do something to protect them, spend more energy and time on them, and better cultivate their loyalty. The value of old customers can be greater than that of new customers.
Maybe someone here will ask, can the value of old customers really be greater than that of new customers? The answer is yes. Old customers are worth our effort and time to maintain. You can also calculate that in fact, the maintenance of old customers saves us more than the development of new customers. Because old customers already have trust in our stores, once they have a demand, they will give priority to our stores, because they will be relieved to buy with knowledge. In fact, the maintenance of old customers is very simple. So instead of spending a lot of money to obtain new customers, it is better to maintain old customers and maintain chatter with unnecessary activity costs. What's more, old customers have a very important value, that is, they will help us to do publicity for free, and win high-quality new customers for you, which is more valuable than the customers we spend money on ourselves.
The maintenance of regular customers is very important. First, I will give you my usual maintenance methods for regular customers
How to maintain regular customers
1. Give users warm after-sales care
When a customer buys our goods, it is time to start training him to become a regular customer. One week after receiving the goods, he should actively contact him to inquire about the use of Afghan goods, whether he understands the use method, whether it is easy to use, and whether there are any quality problems. If it is an electronic product, tell him how to carry out maintenance. Customers will feel this is a kind of care, and will naturally have a good impression on your store. Even some users will have a sense of dependence on your store, and will come to you next time to buy something.
When you communicate with customers, you can record the communication and learn about customers' buying habits, preferences and other information. Of course, if possible, you'd better write down the important dates such as the customer's birthday, and then you can give him an unexpected surprise.
2. Send blessings to regular customers on major festivals
Every major festival is a good time for businesses to give back to their old customers. Businesses must not miss this opportunity to connect with old customers and send them a holiday blessing at the right time. During the festival, anyone who receives a blessing will be moved and will have a good opinion of the blesser. Of course, it would be better if you could send some beautiful gifts at the same time as your blessing, so that they would treat you as a friend rather than a seller, naturally they would have a good opinion of your store, and they would definitely give priority to your store next time there is a demand
3. Special maintenance for special users
When communicating with customers at ordinary times, businesses should pay attention to collecting customers' purchase preferences. For example, some prefer European and American style products, some prefer fashionable and trendy products, and some prefer products advertised by stars. Different users must be distinguished in detail. When the store has relevant product promotions, it must notify these regular customers. They are usually happy that you can tell them in time that their favorite products have been promoted. And they are also very likely to buy.
4. Make good use of QQ group and WeChat group
If you want to communicate with regular customers, you can establish a QQ group or WeChat group. Although this method needs to be maintained frequently and time-consuming, it will have a close relationship with customers. If there are any problems, they can communicate with each other in a timely manner. After establishing a good old customer base, you should always maintain it, communicate with them more in the group and cultivate feelings. Over time, the relationship will naturally become closer and closer. When they have shopping needs, they will naturally come to your store. In fact, after a period of training, these old customers in your group are not only your customers, they will also become your business propagandists, and they will introduce your products to people around you, so that your customer base will be larger. The above maintenance methods for regular customers are more suitable for small and medium-sized businesses. Although you have mastered the method of maintaining regular customers, the quality of your goods is still the most important. If the quality of goods is not up to standard and after-sales service is not up to standard, the maintenance of regular customers is empty talk.
How to transform regular customers into high-value customers
1、 Ensure the quality of products and services.
Good attitude of merchants can win customers' recognition, but high-quality goods and services are the basis for them to choose you. If the quality of your goods and services always have problems, even if your attitude is friendly, I'm afraid they will leave you. Therefore, businesses must ensure the quality of their products and keep up with their services, so that users will be determined.
2、 Users must be valued and respected.
If your products are not perfect, it doesn't matter. Your attitude and service can keep up with each other and win users. From users coming to your store, starting to browse products, placing an order to purchase, to receiving confirmation, you should make them feel that your attitude and service are first-class. Many users are not satisfied with the merchants and give a bad comment, which means that they are not satisfied with the attitude and service of the merchants. On the contrary, if there are some defects in the goods or other problems that lead to disputes between the users and the merchants, they are finally resolved because of the friendly attitude of the merchants.
3、 Extend users' needs with relevant goods and services, and make users feel dependent on your store.
Users also want to make shopping convenient and fast. If they can solve the problem in one store, they are also willing to buy all the goods in your store, which also saves many express fees. How about killing two birds with one stone? Therefore, if businesses can extend their products and services related to the main commodities, they can better improve the conversion rate.
