[China Glass Network] I don't know what you think. When I am a long-time loyal customer of the company, I will be a bit annoyed when the company offers special offers to new customers in order to attract new customers. I help their business be maintained, and they offer discounts to customers who don't give them a dime.
Becky Carroll says there are many reasons why companies should stop focusing on new customers and instead focus on existing customers. The question is whether everyone knows what to do. Here are 4 common secrets the company is happy with existing customers:
Customer service (1) Good customer service is enough.
Carol says the service is important, but to make existing customers happy, you need a holistic and perfect customer experience. She mentioned Urbane Apartments in Royal Oak, Michigan, a property management company that welcomes prospects and offers rentals to apartments that make customers look, sound and feel like high-end nightclubs. The candidate has a "golden key". The candidate can use this key to open any unoccupied door to see the house without an agent. Carroll said, "They completely reinvented the entire customer experience. The result is that people who rent houses from them have become loyal customers and become great referers. Their occupancy rate in Detroit is over 90%."
The customer is right
(2) The customer is always right.
Carol said: "Customers are not always right." Sometimes customers make mistakes, and sometimes things are not caused by anyone's mistakes. She asked: "Not who is right, but what is right. What needs to be done to solve complex situations?" You don't need to blindly sacrifice the interests of the store to appease customers. Sometimes a simple apology is enough to make everyone happy.
(3) Potential customers
Once you make a potential customer a customer, your work is done. Many companies are excited to welcome new customers, but what the customer gets after that is a bill. She said, "They have forgotten these customers because they have been chasing new customers. Customers want to know who you know who they need and need your regular attention." Carol recommends using old-fashioned handwritten notes to thank their customers. She said that this does not cost a lot of time and money, you can bring some cards to write when you line up.
(4) Social media
Social media is a great way to talk to customers because they are free. Carol said: "Social media does have costs, it's not free. You need to take the time to monitor and manage. Also, not all of your customers are there." Some people don't use social media, some use social media but not for business purposes. Carol suggested that customers should be asked if they would like to contact social media before they can prioritize social media. Or you can see how they contact you. She said: "If they contact you through social media, this shows that social media is their preferred communication channel."
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