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Sellers Must See: Why Do Old Customers Lose New Customers?

2014/7/9 18:30:00 34

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Sellers Must See How To Stay In Old Customers Marketing Treasure.

a new online store, although a href= "http://sjfzxm.com/news/index_c.asp" > credit "/a" is not high, every day learning and understanding of Taobao, finally understand the truth: maintaining an old customer is much lower than a new customer, so some of the seller's friends are racking their brains to maintain customers, trying to keep the pace of new customers, pulling old customers, do not want to let go, but why do many old customers still mercilessly slip away? Why?
 1: customers do not remember your shop name /p >
 data show that on Taobao, a shop only bought customers once, accounting for more than 50% of the total. That is to say, 50% of the customers will be lost, because a large proportion of these customers are not satisfied with the store, but can not remember the name of the shop, so we need to take a name which is impressive. 
 2: the customer has no good experience in the purchase process, and the shopping is not pleasant. 
 relevant survey data show that customers who bought more than two times accounted for about 10% of the total number of such customers. There are many reasons, such as slow response to customer service, poor quality of baby, lack of strength in logistics, damage to baby in the process of delivery, poor packaging, and poor after-sales service, etc., resulting in poor customer experience and dissatisfaction with shops. 
 3: the customer chooses too much at the beginning, and the baby has no characteristics .
 this kind of customers mostly occurred in two purchases, accounting for about 15% of the total. Because product services and so on have no bright spots and characteristics, they are very different from the similar sellers, so these customers like to shop and buy, try different services, and buy different shop products. 
 4: the customer is not satisfied with the price 
 these customers account for 20% of the total. In Taobao, price is always the first element. The price of the product is always one of the important reasons for customers to choose to buy. The shopkeeper can not belittle 1-2 yuan. Maybe our customers choose the other baby because of the one or two yuan. 
 strong > 5: habitual and impulsive customers want to change their shopping habits /p >
 hope to change the habit of shopping, which accounts for 5% of the total. Most buyers' shopping behavior is usually divided into habitual and impulsive, and many are not habitual buying. Maybe after a while, he will not have the same consumption, but turn to other types. 
Now that we know the reasons, how can we pull the old customers back? We need to check the dribs and drabs in our daily work, which are beneficial to our customers. There are two solutions: daily maintenance and objective maintenance. 
 > 1. How to do routine maintenance 
 for daily maintenance, we must make friends first, do not rush customers to do business immediately, but only prepare for subsequent orders. The methods are: 
 1: have your own customer maintenance team 
 this is a friend of the seller who is suitable for any category, especially if it needs too many after-sales service products. When the buyer gets the product, he should contact him in time to ask whether he has received the baby smoothly and ask if there is any damage or what problems are there, and give them and solve them at the time. 
 2: open the old members of the store 
 this group can be QQ, Wangwang or WeChat can, but do not always advertising content, and do not necessarily sell your baby in the group every day, but every day we have to be active. It is better to make friends with our customers, which will be very helpful for us to do product research or promote new products in the future. 
 3: remember to return products to old customers. 
 "loss is a blessing", as we all know, but it does not really use much. Many shopkeeper is not willing to "lose". So many inventory products are cleared after the discount. It hurts the hearts of the old customers because they have bought a lot of prices before, so we can consider sending some clearing products to them free of charge at this time. 
 4: real-time transmission of warmth, 
 to send warmth to old customers, it is not necessary to write letters personally, nor is it necessary to pay attention to details. For example, service recommendations, warm customer service chat terms, and some warm words on express packaging, because sometimes details are easier to move people. 
 Second, how to do objective maintenance /p >
 the so-called purpose maintenance is to deal with the purpose, whether it is low price or mail, all purposes are for more than one courier list. The methods are: 
 1: set up a member level price to entice customers to .
 probably many novice sellers have not yet used membership. But many big sellers have the concept of "membership", so we can divide the membership into one level according to the number of customers' purchase or the amount of purchase, and enjoy different discount prices at different levels. 
 2: a special customer area, "/p", is set up in the store.
In this respect, we can set up shop's old customers' preferential areas in the shops, and tell old customers who have bought history. We can buy them here at low prices or exchange for the corresponding commodities, so as to promote the purchase and sale of P. 
 3: set up "remind me" service 
 there are many customers who fail to pay in time after being photographed. There are many reasons for this. They may not have time to forget. Maybe they are looking for other baby. Although they are old customers, they will also sell three goods. At this point, we can rush to pay for the old customers who have not paid the bill or have already joined the shopping cart. They should adopt the "rush payment" method, gently remind them to place the order, and pay attention to the reminder skills and the setting of the temptation. 
 we all understand that the cost of developing a new customer is far greater than maintaining the cost of an old customer. But once the old customer succeeds, it will bring endless long-term benefits to the shop, and to a certain extent, alleviate the problem of the rise and fall of store flow, and reduce the pressure for us to operate.