I. Every step I take, the first thing that comes to mind is that after the enterprise has changed from a seller's market to a buyer's market, consumers' consumption concepts have changed. Faced with numerous goods (or services), consumers are more willing to accept good quality goods (or services). The quality here not only refers to the intrinsic 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 a wide range of aspects.
It should be the customer (or consumer). Improve the service system, strengthen pre-sale, sale, and after-sales service, and help customers solve various problems in the use of goods in time to help customers feel more convenient.
Attaching great importance to customer opinions, involving customers in decision-making, and treating customer opinions as an important part of customer satisfaction. Do everything possible to retain existing customers.
Establish all customer-oriented mechanisms. Among them, the establishment of various institutions, the change of service processes, etc., must be based on customer needs and establish a rapid response mechanism to customer opinions.
Customers are always right
1. The customer is the buyer of the product, not the troublemaker;
2. Customers understand their needs and hobbies, which is exactly the information that companies need to collect;
3. Because customers have "natural consistency", arguing with the same customer is arguing with all customers.
Three elements of customer satisfaction:
Product Satisfaction: Customer satisfaction with the quality of the product.
Service satisfaction: Refers to the customer's positive attitude towards the pre-sale, 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 depends on services. "After-sales service makes long-term customers."
Satisfaction of corporate image: Refers to the public's positive evaluation of the comprehensive strength and overall impression of the enterprise.