To Provide Customers With The Help Of Tears.

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< p > > according to the research and business experience of western a href= "http://www.91se91.com/news/index_s.asp" > marketing < /a >, "the cost of striving for a new customer is 5 times that of an old customer, and the profit of an old customer is 16 times that of a new customer."

This is the essence of customer relationship management that is often mentioned now.

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< p > today, let's see a story about the Oriental Hotel from Thailand. Let's see how good the service is in this hotel, and even let the customers be moved to tears in the wind! < /p >

< p > the Oriental Hotel in Thailand is the most Asian Hotel. It is almost full every day. It is difficult to get a chance to book one month ahead of schedule, and most guests come from the western developed countries.

Thailand is not particularly developed in Asia, but why is there such a tempting restaurant? < /p >

< p > you will often think that Thailand is a tourist country, and there are unique performances in the world. Do they work hard in this respect?

Wrong, they rely on real skills, unusual customer service, which is often referred to as CRM.

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< p > their customers < a href= "http://www.91se91.com/news/index_c.asp" > Service > /a > to what extent? We might as well take an example to see.

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< p > a friend travels frequently in Thailand on official business and stays in the Dongfang Hotel. When he first checked in, he was impressed by the good hotel environment and service. When he checked in for the second time, several details made his good impression on the hotel escalated rapidly.

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P, that morning, when he came out of the room to go to the restaurant, the floor waiter asked respectfully, "is Mr. Yu going to have breakfast?" the friend asked, "how do you know my surname?" the waiter said, "our hotel stipulates that the names of all the guests should be recite at night."

This surprised him because he frequently traveled around the world and stayed in numerous senior hotels, but this was the first time that he had ever met.

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< p > friends happily take the elevator down to the floor of the restaurant, just out of the elevator door, the restaurant waiter said: "Mr. Yu, inside please", he even more puzzled, because the waiter did not see his room card, asked: "you know, < /p >.

"P > my surname is?" the waiter replied, "the telephone on the top just came down and said you had already gone downstairs."

This high efficiency makes Mr. Yu again surprised.

Do you want an old seat? "He thought again," though I am not the first to eat here, I have had more than a year recently. Is the service lady here so good? "Seeing the surprise of his friend, the service lady offered to explain," I have just checked the computer records. You used breakfast on the seats near the second window last June 8th ". After listening, the friend said excitedly," old seats! Old seats! "Then asked," old dishes, a sandwich, a cup of coffee, an egg. "Friends are no longer surprised now." old menus, old menus! "Friends are excited. As soon as the friend came into the restaurant, the service lady smiled and asked," Mr. Yu.

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When the meal was served, the restaurant gave him a dish of vegetables. Because this dish was the first time a friend saw it, he asked, "what is this?" the waiter returned two steps and said, "this is our special dish."

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< p > Why did the waiter take two steps back? He was afraid that he would spoil the food on his guest when he spoke. The meticulous service should not be seen in a general hotel, or in the best restaurants in the United States.

This breakfast left him an unforgettable impression.

Later, due to the reasons for the adjustment of business, my friend did not go to Thailand for three years. On his birthday, he received a birthday card from the Oriental Hotel. There was also a short message attached: Dear Mr. Yu, you haven't come to us for 3 years. We all miss you very much and hope to see you again.

Today is your birthday. I wish you a happy birthday.

My friend was very excited and tears filled his eyes. I swear that if I go to Thailand again, I will never go to any other hotel, I must live in the East, and persuade all my friends to choose like him.

The friend looked at the envelope, with a 6 yuan stamp on it.

Six yuan to buy a heart, this is the magic of customer relationship management.

Orient Hotel attaches great importance to the cultivation of loyal customers, and has established a comprehensive customer relationship management system, so that customers can receive meticulous human services after occupancy. So far, about 200 thousand people from all over the world have been there. In their words, as long as 1/10 of the old customers visit the hotel every year, they will always be full.

This is the secret of the success of the Orient Hotel.

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< p > now the concept of customer relationship management has been generally accepted, and a considerable number of enterprises have established their own customer relationship management system. However, it is not common to really achieve Dongfang Hotel. The key is that many enterprises are still in the initial stage, just a set of software systems, and do not think deeply about how to implement them, so most of them are superficial and hard to see.

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< p > > a href= "http://www.91se91.com/news/index_s.asp" > Customer < /a > relationship management is not only a set of software systems, but a set of comprehensive and perfect service concepts and service systems, which take the consciousness of whole staff service as the core and run through all business links, is a kind of corporate culture.

In this regard, the practice of Thailand Oriental Hotel is worth learning and drawing lessons from many enterprises.

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