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Customer care is the type
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Many companies only focus on new customer care to forget that the customer
has been using the products also need care. |
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Alo!
Lan hear it can? On behalf of
the cosmetics brand X credits her birthday.
Our warmest thanks to the concerns of her confidence for our products during the
period.
Please send her good wishes and gift items is meaningful ...
Have
long lesson in the importance of customer care has been companies attention.
May share customer care process into two phases: first phase and phase purchases
after purchase.
I do not talk about the period before the purchase because it was too familiar.
We will focus
on the second stage.
We can
say this is a very sensitive period and to cause the opposite effect in the
psychology of consumers purchase if not used properly.
For
Western countries, especially countries with developing economies, the customer
service after purchase is considered a vital part in business processes.
However, in Vietnam there are not many companies really care and proper attention
to this process.
Let's
consider the process of searching, impact, costs that businesses have to take to
lead to purchase behavior of two objects using the following criteria:
New
Customers: Employee Sale -> search for potential customers -> information
-> Find ways to show the strength of quality, price and service of products ->
Customer -> Decision
purchase.
Returning
Customer: Employee Sale -> Customer care, maintaining faith -> Customers continue
to buy products or services, or use promotional products to others.
We
can see the cost, effort leads to purchasing behavior of customers, also known as
the old core customer is much lower than finding new customers.
So we have confirmed the importance of taking care of customers after purchase.
The next problem we need concern is customer care how to achieve the highest efficiency.
Take this example:
A guy in love with a girl.
To the birthday girl, boys thought enough way to impress.
Finally, he decided to give her a shirt printed with pictures of her with the message
"Always wanted my side."
After receiving the shirt, appeared to be a happy girl but she does not wear it
even once -> The failure to impress is good cause for not enjoyment, pleased
at her.
Reason for
failure:
- The boy likes girl but not love.
- The shirt is not usable because it causes shy to wear.
- The girl proved to be fun because it is a
courtesy and do not want bad guys.
Our customers like this girl, they want to get what they like,
not something that interested service providers.
To achieve high efficiency in the customer care we need to grasp the psychology
of God.
In a survey of 100 customers in Hanoi on the selection form of promotion, Hasaico Group
has set the following situation: Currently we have two forms of sales promotion
for customers, which is 10% discount
directly on production costs or receive a gift is a cup worth 15% of the cost of
equivalent products. You can choose from.
As
a result 70 people selected form 10% discount immediately.
20 people want to see the cup before and after watching 17 people switch to direct
forms of discounting. 13 people selected to
receive gifts form.
The
survey has helped us realize that the psychology of consumers are interested in
Vietnam receive gifts of high value uses, as practical as possible. I myself was
also the main customers of other services.
I am very happy to provide the care and enjoy the preferential policies, gifts.
However, there was sometimes frustrated when I received the gift is not proper.
Please take this example: once I was home service providers donate a gift card is
worth learning English 3 million.
I am very busy capital, but arrange a time to go to school.
Upon enrollment, the amount of money on gift cards is not enough to get a course.
Want to learn, as well as others I have to pay more money.
Until the school is not good quality if not as currency and teach there.
This makes the study received a promotional card that costs more money has played
with anger and turn even the service provider has a promotional card.
There
was also an employee of the gifts I received from the company because of her perfume
is valued clients. The gift is a key chain
shape perfume bottle.
This gift that makes everyone's funny because it is not appropriate gift to give
a Gift.
It's like a promotional item to be played around brand advertising.
A
few examples show that gift giving in the process of customer care can make a good
reaction, can also cause feedback if it does not feel or reasonable way of comparison,
the form.
Therefore we always try to maintain good relationships with customers through practical
actions such as: Customer Care periodically on major occasions, celebrated with
gifts appropriate to gender,
demand for the group of customers; Maintain care regime maintenance products periodically
in order to create reliable products for customers and the reputation of the vendor
responsibility; Consumer protection, avoid
the attractiveness of the competition with the information timely and accurate benefit
products and services of the company compared to competitors; Create the sales,
special incentives to valued clients .
This makes the customer feel appreciated and their purchasing behavior to promote
the care process was thorough.
Above
are some shared my personal experience as well as members of the group Hasaico,
drawn from the formation and development of the Group.
We hope that all businesses and business enthusiasts who are finding their own approach
to clients properly.
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Cao Duy Phong, Chairman
of Group Hasaico
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