Dnike

1. To understand customer needs, enhance customer satisfaction

Understand the needs of the enterprise to improve customer satisfaction with customer premise. The concept of customer-oriented business must be from the customer point of view to define the needs of customers. The needs of customers can be divided into five types: say it needs (such as the customer wants an expensive car); real needs (such as the customer needs the car, you can drive it to save money, and its initial price but not low); did not say it needs (such as the customer wants to receive quality services); to meet the needs of post-happy (such as when customers buy a car, get a road map); secret needs (such as customers want to be him friends as people who know what’s what). Enterprises should understand the five needs of consumers, the need for in-depth consumer research, there must be sensitivity. Designer should first understand the needs of customers with choice, and then design products and services. While this may seem a little cumbersome, but it’s gratitude for customers. Professional core of marketing is that better than competitors can meet customer demands. Therefore, enterprises should improve customer satisfaction, product sales primarily in the process of expanding the scope of services, improve service quality, by providing more than the service itself to the customer value and customer expectations over the “premium services” and thus set a good corporate image , create famous brands to meet consumer’s emotional and moving consumer demand.

2. Scientifically conducted Customer Relationship Management, Customer Loyalty

To improve customer satisfaction, build customer loyalty to companies and product brands, companies must be “customer-centric” to manage their value chain as well as transferring the entire value system. In the relationship marketing model, business goal is not only to win customers is more important is maintaining the customer to keep customers than to attract customers to expand business interests more effectively. The key to keeping customers satisfied, satisfied, happy or joy. However, this does not mean that companies must implement all of its customers as a marketing tool to achieve this purpose, as companies face market is different, their business products and services with different requirements and expectations. Enterprises must be different in different market segments or customers to take a different marketing strategy and marketing investment. Philip Kotler believes that this investment and the customer must distinguish between the five different degrees of relationship under the premise of the. The relationship between the five different levels: First, the basic model, sales are no longer sold the product contact with customers; second is passive, sales to products sold and encouraging customers experience problems or have comments to the enterprise phone; 3 is responsible for the type, sales in product sales to customers shortly after the call to check whether the product meets customer expectations, while sales to customers for a variety of proposals to improve the product, and any specific deficiencies and shortcomings; Fourth, the dynamic type, corporate sales staff have been calls to customers to improve products customers use to provide advice or information about useful new products; Fifth, partnership-based, enterprises continue to work with customers to seek customers means the reasonable expenses or to help customers better buy. Most large-scale enterprises in the market and business unit profit is small, the implementation of Basic Marketing. Few customers and profit margin in the high, the majority of enterprises will turn to partners based marketing, long-term, stable relationship, to treat customers as their own side. Select the type, most rely on business-to-customer lifetime value and to attract and retain these customers the cost of the required contrast estimate.

3. Relationship Management

Increase customer switching costs are indirect means of maintaining customer. Affect the future for a major customer, need to develop direct and effective relationship management program. Specific measures: customer relationship marketing choice and quality products, perfect service and timely exchange of information.