[China Glass Network] In e-commerce, customer loyalty means that netizens like to visit your site and are willing to use the goods and services provided by your site. Customer loyalty comes mainly from the satisfaction of the e-commerce company's services, and a customer's satisfaction will lead to many potential customers.
1. Provide satisfactory service to retain customers
Satisfied service is a comprehensive concept and a complete process. For example, providing tracking services for orders or sold goods is an important way to satisfy customers. Customers generally expect to be dealt with promptly and properly after ordering goods. In e-commerce, people often say that "providing information in the process of sending goods is a more important service than sending the goods themselves." Since customers are ordering goods through the Internet, you should also use the network to track customer orders until the goods are delivered. In the hands of customers.
At the same time as the fast delivery of the goods, the customer should be quick to respond to the e-mail asking for the order. It is better to give them such information before they ask a question, or provide a tracking number for each order, so that customers can use this number on the Internet to keep track of the delivery of their orders.
2, pay attention to web design to attract customers
Regardless of the size of the company, we must pay attention to the design of the webpage, especially the interaction between the website and the user, and establish the emotional bond between the user and the user, and between the user and the website. Therefore, the web portal must provide a variety of service functions such as BBS, forums, and chat rooms. In this regard, it is a better choice for web portals to make full use of interactive and immediate virtual communities that embody emotional factors.
3. Find and cultivate special customer groups
Every online business has a specific product or service. In other words, it has its own specific consumer group. For example, a company that provides computer software, whose potential customer base is naturally a majority of computer enthusiasts, especially teenagers. Therefore, holding a forum on computers, or answering customer questions about purchasing, installing computer software, and hardware, is a good way to discover potential customer groups and develop their loyalty.
4, pay attention to contact feelings to stabilize customers
Successfully selling goods to customers does not mean that the work has already been done, and that efforts must be made to allow customers to buy other things again. Try to remember each customer's name and needs, and inquire about their product usage and soliciting opinions on the company in a variety of ways (such as sending an E-mail), which will make the customer feel caring and friendly. This is a great way to maintain customers.
E-commerce does all this without much effort, and it can be achieved with a personalized service based on data warehouse. However, the service of contact feelings must be timely, otherwise it is easy to be considered to be sending spam, but it will damage the relationship with customers. It is better for customers to choose whether to accept or reject. This kind of contact mail can also provide other product information.
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