Ma Yun: Success Begins With Word Of Mouth, Service Determines Future.

Recently, Alibaba Ma Yun, chairman of the board of directors, is in reply. Entrepreneur When asked, entrepreneurs should not always consider how to make strong brands at the early stage of their establishment, but rather think about how to do well. service 。

Ma Yun pointed out that for enterprises, the importance of word of mouth is far greater than that of "brand", and the key to word-of-mouth is customer service quality.

At the same time, Ma gave advice to entrepreneurs: do enterprise Instead of fighting, do not hold the idea of comparing with others and surpass others. To do well customer service is the key to doing business and the essence of enterprise survival.

The following is an excerpt from Ma Yun's viewpoint.

It's normal for people to go up high and water to flow downwards. Consumers like to buy Guangdong goods and buy Zhejiang goods. This also lets us think about how we can make our products and services better than Zhejiang goods and Guangdong goods.

The success of Guangdong goods and Zhejiang goods is not that of his talents, but because of his large market, and people can grow up in the competitive environment. Hunan's local market is not small, it should be able to make a difference.

"People do not want to buy real estate clothing, local talent has gone to other places". We can find many unfavorable factors, but there must be many favorable factors. You can always find reasons and excuses to say that there are more talents in the field than we do. It's like we do e-commerce in China. There are more talents in the United States than in China. Should we go to the United States to do it? Many people have said that if Alibaba and Taobao leave in Beijing and Shanghai, there are more talents and bigger markets, so they should be able to do better. In fact, this is not the case. Our talents in Hangzhou are not inferior to those in Beijing and Shanghai.

I think it should not be "how to get out of small and medium-sized enterprises" but "how should I do my good reputation"? Survival is the first element of small businesses. Your mission today is to let the business survive. Nor do you want to find excuses to say that people have gone abroad. Think of what unique value you can leave behind your people. Not everyone likes to leave their homes and start their own businesses.

When you look at yourself, your customers at the door do not do well, and you want to do business in the world, that can not be done. So I think, small businesses, do not first think of strengthening their brand, but should first think of their services, do good customers in front of the door, do their own word of mouth. Thinking of the outside customers, thinking about the future, so down-to-earth to do, I think it will be done.

Starbucks is serving the users, you are also serving the users. What's the difference? If you do well, you will naturally become a first-class enterprise. Therefore, anyone who wants to compete with anyone will not be easy to succeed. What you should think of is how to learn Starbucks's idea of putting customers first, and how to make customers feel that they are placed first.

I don't think we should do anything that we want to do. Rather, I know more about customers than I did yesterday. I know more about users' psychology than yesterday. I know better than I did yesterday. These things are the key to business, and do not move beyond who, who will defeat, and who will decide. Do you think this is war and games?

The purpose of doing business is not to focus on how powerful the opponent is, how to do business, but to stare at the client. We need to know more about our customers every day. We need to serve our customers better every day and put ourselves on the customer's perspective every day. This is the highest truth.