Wukong CRM | The Ideal CRM for Your Success
Long term care and attention need to be devoted to your customers so that they will expand from small to key, from few to many. All successful customer managers can grasp this key point and cultivate loyalty customers with their whole heart.
Below are their key points to win customer loyalty.
Suggest Customers’ Subconscious Needs
Ø In the communication with customers, don’t forget to agree and speak highly of their needs to activate their desire of achieving these needs. For example, when customers say that some companies engages consultants to improve services, you can tell them in this way: “Engage consultants is proved as an indispensable measure for better services and being a successful enterprises. At present, this approach is relatively advanced in our country.”
Ø Through other successful cases suggest similar needs of customers. For example, after introducing a product in successful case, you can say this to customers “In fact, it is suitable i any company to save costs.” Suggestion like this may turn subconscious demands into real demands.
Pay Attention to the First Satisfaction of Customers
Ø Pay attention to the exploratory satisfaction of customers. The establishment of business communication is mostly decided on customers’ first satisfaction. The first substantive business communication may be customers’ thermometer and they may judge company’s service through this communication and decide whether cooperate with you or not.
Ø Pay attention to the first satisfaction of every deal. While they use each product, you should try your best to satisfy their first time expectations and shorten the running-in period between service and product.
Ø Pay attention to customers’ immediate satisfaction. Customers always care about the timeliness while using the product or during your service. Ensure to meet customers’ satisfaction in their expected time.
Ø Pay attention to customers’ satisfaction outside your business. The interaction between account executive and customer is not limited in business. And the expectations of customers are not limited in finance field. Each demand of customers is unique and account executive should treat each demand as their first time interaction with customers and tries to meet their demands.
Add the Extent Value of Business
Ø Tell customers in time the products concessionary period and categories and remind them correct using these info. To increase profit.
Ø According to the progress of customers, offer surprises to them frequently without their asking, such as, presents after credit card payment, provide discount in conjunction with enterprise.
Ø Turn bargain into given. Give them discount before they ask for it. Through the analysis of investment and profit, offer customers more benefits on the premise of profit.
Ø When their deals reach a certain amount, provide them extra service.
Enlarge Their Freedom to Choose
Ø Products. Account executives should not introduce and suggest products with their personal willing. Why not implement optional mode? You can recommend or suggest products to customers rather than push them to use your products.
Ø Company. If your products and service cannot satisfy customers’ needs, you can suggest suitable products in other company. Your kindly help can improve your image and make them feel the customer-centered idea of your company. But this suggestion is not suitable in case of complain.
Ø Account Executive. Generally speaking, the account executive should not change. But if there are some reasons leading to the disharmony between customer and account executive, you can recommend other people to serve your customers. Sometimes adjust the customer extent of some managers can also improve the relationship with customers.
Ø Serve Method. With the development of technology, especially the launch of telephone banking and mobile banking, service methods of finance business are various. You can let customers choose their habitual method after suggestion.
Ø Time. Provide round-the-clock service so that customers can contact you at any time.