1、 With each step taken, the first thing that comes to mind is the change in consumer attitudes after the company transitions from a seller's market to a buyer's market.
1. Faced with numerous goods (or services), consumers are more willing to accept high-quality goods (or services). The quality here not only refers to the inherent quality of the product, but also includes a series of factors such as the service quality of the product. Therefore, it is necessary to meet the needs of consumers in multiple aspects and to the greatest extent possible.
2. Should stand in the position of the customer (or consumer). Improve the service system, strengthen pre-sales, during sales, and after-sales services, and promptly help customers solve various problems that arise during the use of products, making customers feel more convenient.
3. Highly value customer feedback, involve customers in decision-making, and make handling customer feedback an important part of satisfying customers. Make every effort to retain existing customers.
4. Establish all customer-oriented mechanisms. The establishment of various institutions, changes in service processes, and so on should focus on customer needs and establish a rapid response mechanism to customer opinions.
2、 Customers are always right
1. Customers are buyers of goods, not troublemakers;
2. Customers understand their needs and hobbies, which is precisely the information that enterprises need to collect;
3. Due to the 'natural consistency' of customers, arguing with the same customer means arguing with all customers.
3、 Three elements of customer satisfaction:
1. Product satisfaction: Refers to the customer's satisfaction with the quality of the product.
2. Service satisfaction: Refers to a positive attitude of customers towards the pre-sale, during sale, and after-sales service of the purchased goods. No matter how perfect the product is and how reasonable the cost is, when it appears in the market, it needs to rely on services. After sales service creates long-term customers.
3. Corporate image satisfaction: Refers to the positive evaluation of a company's comprehensive strength and overall impression by the public.
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