When the Chinese went to the BMW mini booth to pick up the ice cream, two staff members told them that it had been delivered. However, when the foreigners went to pick it up, the two staff greeted them with smiles and warmly handed over the ice cream. Looking at the expressions and tone of the two girls facing foreigners in the video, it can be seen that it is from the heart, and it feels like they are kneeling and offering ice cream. He greeted foreigners with a smile all the way, but immediately changed his face when he faced people from his own country. This face-changing speed is beyond the reach of professional Sichuan opera performers!
Mini China has also made official clarifications + apologies for several consecutive days
Regardless of the truth of the matter, as a member of the industrial product industry, we should ask ourselves, how should we maintain the relationship with our respective customers (suppliers), and do a good job in hierarchical management and customer risk management?
To do a good job in customer management, enterprises need to start from the following aspects:
1. Establish a complete customer information system: establish a complete, detailed and timely customer information database, including basic customer information, historical transaction data, service records, etc. By classifying, checking and analyzing customer information, we can deepen our knowledge and understanding of customers.
2. Focus on customer experience: pay attention to customer needs, fully consider and meet customer expectations in the process of providing products or services, provide customers with high-quality experience, and strive for customer satisfaction and loyalty.
3. Maintain good communication and contact: maintain regular communication with customers, and timely feedback customers' questions or inquiries. At the same time, regularly send detailed cost information to customers (such as product warranty instructions within a fixed time), and continue to promote the company and its brand image.
4. Introduce customer relationship management system (CRM): Enterprises can introduce a mature CRM system to realize automatic management of customer information, record all customer contact and communication history, quickly respond to customer needs, and be able to analyze and identify customer data Customer needs, feedback and factors affecting the company.
5. Adhere to quality first: customers are the source and core resource of corporate profits, so we should always adhere to quality first to ensure the high quality of products and services.
The benefits of good customer information management to the enterprise mainly include the following aspects:
1. Understand customer needs: By summarizing and organizing customer information, companies can gain a deep understanding of customer characteristics, needs, and purchasing behaviors, and grasp customer portraits and preferences, so as to better plan production and sales for customers.
2. Improve customer satisfaction and loyalty: Maintaining good customer information can help companies fully pay attention to and grasp customer needs, accurately respond to customer needs and provide quality services, and improve customer satisfaction and loyalty.
3. Improve products or services: Through customer feedback, companies can understand customers' evaluations of products or services and existing problems, and make timely improvements and optimizations to improve product or service quality.
4. Achieve precision marketing: Through the analysis and mining of customer information, enterprises can formulate more precise marketing strategies, provide customized services for different customers, and improve marketing efficiency and success rate.
5. Increase the value of customer resources: customer information management can help enterprises to accurately evaluate customer value, organize resources in different levels, and improve the utilization rate and value of customer resources.
6. Reduce marketing costs: Through customer information management, enterprises can better understand customer needs and behaviors, formulate appropriate marketing strategies and accurately reach target customer groups, realize precise marketing, and reduce marketing costs.
To sum up, good customer information management can help companies improve customer satisfaction and loyalty, achieve continuous optimization of products or services, improve precision marketing efficiency, optimize resource allocation, and reduce marketing costs, thereby increasing corporate competitiveness and improving market share and profitability. Only when we really pay attention to customers, understand customers, and think from the perspective of customers, can the service be implemented, instead of trampling the brand trust that has been maintained for many years to nothing with our superior brand influence!