Online Store Management: Loyalty Driven By Value

As everyone knows,

Research shows that today's customers are satisfied with their perceived value. They will choose between different suppliers. Value has become the core of customer decision making.

Therefore, only by constantly creating higher customer value can enterprises retain customers.

Therefore, in the driving factors of customer loyalty, "customer perceived value" can not be missing.

In the past more than 20 years, customer value has received long-term attention in the field of marketing.

Then, in the new

Enhancing customer outcomes and perceived value

In traditional shops, the slogan "quality is the life of an enterprise" has been regarded as the motto of "supremacy".

Online stores should flexibly apply the following trick in guaranteeing the quality of goods.

Trick 1: do what you know well.

To do something that you know well can greatly reduce the probability of "error". With the understanding of the performance and applicable groups of goods, the accuracy of sales can be greatly improved, thereby enhancing the perceived value of customers' results.

If you are a computer expert, your online store can try to sell computer hardware and software; if you have research on beauty, your online shop can try to sell cosmetics; you can try to sell clothes if you want to catch up with fashion; you can eat food by trying to eat.

In short, master one principle: be mature but not productive.

Trick two: make brand goods.

Brand implies the high quality of goods, and consumers like to buy brand goods.

Drive to drive BMW, smoke to China, watch to wear Rolex, cell phone to use NOKIA.

Netizens go online to see news, go to Sina, play games, go to wingers, travel for trips, visit Ctrip, buy things and go to Taobao.

Therefore, online stores must sell brand goods.

Depending on the location of your online store, you can try to find some manufacturers of traditional brand goods, contact them, purchase them directly, and put them in the shop.

The strength of brand merchandise will make its brand.

Trick three: formulate and publish the pledge of commodity quality assurance

Any online store, no matter how good its business is, always gives customers dissatisfaction and misgivings.

For this point, the practice of some excellent online stores is to promise to ensure the quality of products. If customers are dissatisfied with the goods, they can make unconditional return within 7 days, thereby eliminating the customers' concerns about the quality of the products.

Enhance customer perceived process value

In traditional shops, the display and placement of goods are exquisite.

Stores will place customers most likely to buy goods in the most prominent position, so that customers can save time to search for goods, and customers will feel more pleasure in shopping process.

Online shops are also like this. The design of online stores should be aimed at customers at all times through the use of technical means.

Tip 1: provide catalogues and search tools to provide convenience for customers to search for goods.

There are thousands of goods on the Internet store. If customers search aimlessly on the website, they will spend time without satisfying results.

If online stores can set up catalogues and provide a search engine for customers to search for goods, help customers deal with their search requirements, and let customers get the information they want easily through search engines, then the possibility of customers buying online stores will increase greatly.

Trick two: simplify the order process, improve the security of order.

An important reason why customers choose to shop online is convenience.

In the design of shopping process, online shop should simplify the unnecessary process as far as possible, so that customers can feel the simplicity and convenience of the shopping process.

In addition, online stores should ensure that customers' private information is kept secret and not leaked from two aspects of technical means and business processes, so as to enhance the safety of customers' orders.

Trick three: choose a reliable logistics distribution company.

Logistics distribution is the only link that online shopping does not go through the network.

Fast and accurate logistics delivery can greatly enhance the customer's perceived value in the process of e-commerce.

When choosing a logistics company, the online shop can refer to the following principles:

One word of mouth.

Choose the logistics companies with good reputation as their partners to improve the "insurance coefficient" of commodity logistics.

Two choose the cost.

Among the logistics companies that they trust, choose logistics companies that are relatively inexpensive.

Three choose the time.

Choose logistics companies that have more logistics and pport vehicles and have wide coverage of logistics outlets can shorten the delivery time of goods.

Trick four: unimpeded communication channels, pay attention to after-sales feedback.

It is important for online shops to communicate with customers in order to become a "century old shop".

Therefore, online stores should make use of a variety of technical means to smooth channels of communication with customers: telephone, e-mail, QQ and so on.

Through communication and after-sale tracking, we can understand customers' satisfaction and real thoughts on goods, and put the customers' golden ideas in the operation of online stores.

Enhance the emotional value of customers

For traditional shops, the store's "hall design" and the "placing design" are very important ways to enhance customer's consumption experience.

Bright colors, soft light and soothing music will enhance customer's first feeling after entering the store.

Online store "storefront design" can try to use the following methods.

Trick 1: optimize web design

Online store can optimize webpage design through the following eight character policy.

Coherence: the parts of the page echo each other, style is consistent, and achieve unity in visual and psychological coherence.

Segmentation: the page is divided into small pieces, and there are visual differences between small pieces, so that the viewer can see clearly.

"Contrast": through contradiction and conflict, the design is more

For example: many and few, straight and straight, long and short, thick and thin, sparse and dense, virtual and real, main and secondary, black and white, moving and static.

"Harmony": the whole page accords with aesthetic principles and is integrated into one.

The visual effect formed by the content of the page can form a communication with the visual sense of the people, creating the resonance of the soul.

Trick two: application of multimedia technology

The application of multimedia technology such as video, animation, voice and so on can make the products displayed in online stores "live".

Three dimensional image processing technology enables customers to understand the appearance and structure of products in an all-round way; animation demonstration enables customers to grasp the use of commodities conveniently.

The application of multimedia technology will greatly enhance the intuition of online products and the presence of customers.

Trick three: customize services for customers

The needs of customers are varied. "Tailoring" is the highest level of service.

Online stores can provide customized service modules for customers.

For example, online clothing stores provide "special size" clothing for customers of "special shape"; some customers have special design requirements for goods, online stores should try to satisfy them; some customers have privacy requirements for their personal information, and online stores should keep confidential for customers.

Customer loyalty is the eternal theme of enterprise management.

How can online stores win customers' loyalty? I hope that the method of "using customer perceived value to drive customer loyalty" in this paper can guide the online shop operators who are struggling to find competitive advantages.