Retaining Old Customers: How To Do Well Customer Care In Online Stores

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What many sellers usually do:

1 repeat buyers (familiar customers, old buyers and the same fingers) have a total of 1000 yuan, enjoy 2% off discount, and 3000 enjoy 5% off discount (Taobao has all the details of participation and partial discount).

2 repeat buyers

3 repeat gifts from buyers

...

"It's the most easy way to do that. The old buyer is just for the benefit. I can satisfy her.

In this way, she can become a repeat customer.

And in a sense, as long as I have accumulated 1000 or even more in my home, then I have a locking effect on her. She can't get such benefits by going to other stores. "

Usually, when sellers make priority plans for repeat customers, they always default to the idea that buyers are on top.

Admittedly, the buyers on Taobao are all rushing to benefit.

Otherwise, why don't I go downstairs? Why not Ito Carrefour Xidan shopping center, why not Pacific Wangfujing Wangfujing, why not?

So, buying online is cheap! Actually, all sellers of Taobao are the first advantage. No price allows others to come to your eaves. How can anyone listen to your magic at home?

But repeated consumer priorities are fully reflected in the above points, which can be summed up as one point: letting profits.

You can buy it cheaper than others.

For other people who bought at the same store, I certainly get the benefit, because everyone else is Taobao market price, but I am indeed Taobao VIP price.

But if the price you offered me is not lower than that of other crown shops or even diamond shops, will I not hesitate to buy it from you? Even other Taobao stores give me a lot cheaper price! I will certainly think about it. As Taobao buyer, I will not make fun of my wallet naturally.

Besides, who can guarantee that there is not a dog sitting on the other side of the shop? Can we build enough friendship to let me die for you?

If I am a buyer and repeat consumption in the same Taobao shop, I may be because:

1 all kinds are cheap.

2 thoughtful service

3 professional complete after-sales process

I can also add a little bit of personal request: do you attach importance to customers? Although this is still a mess in Taobao, more and more shops are paying attention to this.

Many people's shopping habits are:

Step one: the same product, goods than three, first reduce the scope of purchase, remove some ultra low price (ultra low price beyond the market level, then it is likely to be counterfeit and shoddy, Taobao shoppers are well versed in the exaggerated charm of Taobao fake).

Step two: in the selected sellers, they consulted each other, understood the situation and captured the discount activities of the shops. These are the eyeball economic rules of buyers.

Within a few dollars of price difference, buyers will give preference to sellers who have good service attitude, reflecting whether communication is sensitive, polite, whether they focus on user experience, whether there is customer service accomplishment or not.

Step three: understand the store's return process.

This is very important and is also a reflection of a mature buyer.

In order to ensure a smooth and fair paction on the basis of fairness, fairness and mutual benefit, buyers need to take this seriously, which is not only a respect for sellers, but also a reflection of the purchase records.

If the seller's related process is obscure or tough, such as whether there is a fake question in the cosmetics, the relevant unit must be certified to be returned or even extremely irresponsible, it will also allow the buyer to move elsewhere.

There is nothing wrong with the above pieces, so a deal will naturally fall over who owns it.

Knowing the habits of Taobao users, we can see clearly whether the repeat purchase priority mechanism has been done well.

The buyer buys things in his shop, because the express is fast and the goods are in stock.

The goods received are very satisfactory.

So the first one is simple and easy to finish.

This is a good foundation for repeat purchase.

Repeat purchase.

Asking for a low price, because there is a membership discount and a low price.

But less buyers find that the original price of Taobao related shops is almost the same. What should we do? Buyers ask for less price again, sellers will feel that there is no reason to discount them, let alone concessions.

Anyway, this is finally done under great pressure.

All right, they are all well received.

Because the purchase was very happy, so the buyer came again.

The first time, the two is familiar, so the buyer is very smart.

Three, five, two, and the discount will be started after sale.

Membership concessions are given.

But buyers want to mail them.

But membership concessions have made no profit.

No way. This is only a postage.

But when the buyer saw that they had bought gifts, what did they do? The seller thought hard and thought that it would be hard for us to trust us.

So the buyer came home full of money, and the seller even went home.

It's very happy that the buyer's support is very frequent. Then, in this way,...

Sellers do not want to sell to familiar customers. Familiar customers also think sellers are super unkind.

Sellers reluctantly refuse, buyers worry and leave...

This is the final result of the previous repeat purchase mechanism.

The headache is not one or two.

The crown is much better, because the emperor is tough, so everyone is safe, but it is not the best solution.

How does Taobao do customer care?

First, we can do this: we can not do the concern and care of repeated purchases for the time being. We should focus our efforts on the first point, that is, the price.

Open up your own sales market on Taobao by price. Besides price, other methods such as through train can pry open the market.

Two, learn from entity stores and repeat the separation of services and discounts enjoyed by buyers.

For example, Parkson Shopping, a Parkson membership card, enjoy the benefits of points.

Whenever Parkson starts to engage in activities to make concessions, you have the opportunity to be first informed, long-term points, and points for the ceremony.

That is to say, China Mobile mobile phone can be used to get all kinds of gifts.

That is to say, separation of money.

Shopping is money, old buyers are points, discount packages are part of shop activities, and the enjoyment, integral and reasonable arrangement of points are reflected in the old buyers.

If the two do not peel off, they will fall into a vicious circle of continuous profit making and it is very difficult to walk out.

Three, improve team management and collaboration capabilities, increase customer service literacy, improve the after-sale process, so that consumers can no longer worry about, then can not lock users, it is only a matter of time.

The second point is great learning.

A year ago, just the price can hold the first paction. Now, how to lock the old customers will be the magic weapon for Taobao to open your shop.