How To Prevent The Loss Of Old Customers

Many companies are faced with the embarrassment, and most of them know that losing an old customer will bring huge losses, and perhaps the need for a business.

Customer demand can not be effectively and effectively met, often leading to the loss of corporate customers the most critical factor.

Generally speaking, enterprises should stop the gap of customer churn from the following aspects.

Implementing total quality marketing

Customers are pursuing higher quality products and services. If we can not provide customers with quality products and services, terminal customers will not be satisfied with their upstream suppliers, nor will they establish higher customer loyalty.

Therefore, enterprises should implement comprehensive quality marketing, which is closely related to product quality, service quality, customer satisfaction and enterprise profitability.

Besides, in order to prevent competitors from taking away their customers and winning more customers, competitors must provide customers with more "customer delivered value" products in competition so as to enhance customer satisfaction and increase the possibility of deepening cooperation between the two sides. Therefore, enterprises can improve their work from two aspects: first, improve the total value of products by improving products, services, personnel and image; and two, by improving service and promotion network system, reducing the consumption of customers' time, energy and energy to buy products, thereby reducing monetary and non monetary costs.

In order to better attract customers, an enterprise uses 3% of its sales revenue for research and development of new products.

In order to find out their own problems, many enterprises often hire some people to dress up as potential customers and report potential buyers' advantages and disadvantages in the process of buying the products of the company and their competitors, and constantly improve them.

Famous KFC fast food restaurants often use this method.

The United States Kentucky's international company has more than 60 subsidiaries in more than 9900 countries, but how to ensure that its subordinates can follow the rules? Once, Shanghai KFC limited received 3 appraisal papers from its head office and scored 3 times on the work quality of the Bund fast food office, 83, 85 and 88 respectively.

The foreign managers in the branch are staggering. What are the three points?

These fake shoppers can even ask questions intentionally to test whether the salesperson can handle them properly.

For example, a fake shopper can be dissatisfied with the restaurant's food, so as to test how the restaurant handles these complaints.

Enterprises should not only employ pretending shoppers, but managers should also often walk out of their offices, enter the unfamiliar businesses and the actual sales environment of competitors, so as to experience firsthand the treatment they receive as "customers".

Managers can also use another way to do this. They can call their own businesses, ask different questions and complaints, and see how employees handle such phones.

From this, we can easily find out whether the loss of customers is caused by staff attitude and find out the deficiencies in the company's system and services so as to improve it.

Improving market reaction speed

1. Be good at listening to customers' opinions and suggestions.

The relationship between customers and enterprises is an equal paction relationship. When both sides make profits, enterprises should respect customers, take seriously the opinions and complaints put forward by customers, and really pay attention to them, so that they can be effectively improved.

When the customer complains, sit down and listen carefully, play the role of the listener, if necessary, even take out a notebook to record its request, so that the customer feels that he has been taken seriously, and his opinions have been taken seriously.

Of course, just listening is not enough. We should also promptly investigate whether the customers' reactions are true, and quickly feedback the solutions and results to the customers and submit them for supervision.

Customer opinion is the source of enterprise innovation.

Many enterprises require their managers to listen to the telephone communication in customer service area or the information returned by customers.

Through listening, we can get effective information and innovate accordingly, promote the better development of enterprises and create more business value for customers.

Of course, it also requires the managers of the enterprises to correctly identify the requirements of the customers, correctly convey them to the product designers, and produce the products that meet the customers' requirements at the fastest speed to meet the needs of the customers.

At a time of purchase, a customer of a furniture factory complained to his manager that because the sofa's volume was relatively large, and the door of the warehouse was small, it was very inconvenient to move out and move into the room.

If the sofa can be disassembled, there will be no such problem.

Two months later, the detachable sofa was pported to the customer's warehouse.

It not only saves inventory space, but also brings convenience to customers.

And this idea comes from customer complaints.

2, analyze the causes of customer churn.

For those customers who have stopped buying or turning to another supplier, the company should contact them to understand the reasons for this occurrence and distinguish the reasons for the loss of customers.