How can companies improve consumer experience to enhance customer stickiness?

How can businesses improve consumer experience to enhance customer stickiness?

This is a relatively large topic, first of all, we must do a good job of the enterprise's own services, so that consumers can leave a good impression during the experience, so that people would like to come back next time.

How to Increase Consumer Satisfaction with a Business

It is necessary to consistently improve customer satisfaction and increase the rate of fully satisfied customers in order to keep the number of loyal customers growing. Nevertheless, CS theory does not require companies to maximize customer satisfaction absolutely. The reasons for this are threefold:

First, there are other ways to increase profits, such as improving manufacturing processes and improving products through research and development;

Second, there are many other stakeholders in the organization besides customers, including employees, suppliers, and shareholders, and an increase in expenditures on improving customer satisfaction means a relative decrease in the amount of money that would otherwise be used to improve the satisfaction of other stakeholders, which may lead to a decrease in the number of loyal customers. Thirdly, if the company simply seeks to maximize customer satisfaction, it may resort to lowering the selling price or increasing the quantity of supplies, which may result in higher costs that offset or even exceed the profits generated by high satisfaction, resulting in a decline in overall profits. So what CS creates is actually a company's effort to provide a high level of customer satisfaction, within a certain limit of total resources, while ensuring at least an acceptable level of satisfaction for other stakeholders.

Many times, companies want to get the customer satisfaction situation, the most traditional way is to do the customer satisfaction questionnaire, this customer satisfaction survey process can be like this:

1 Establish a customer satisfaction template, you can choose the template provided by the questionnaire, you can also independently establish. Support a variety of question types;

2 according to the template to establish the questionnaire, the same template, you can establish a number of questionnaires, a number of assessments can be compared and analyzed;

3 can be imported into the customer samples, email dissemination, but also generate call program code, deployed on the site

4 Generate the satisfaction index, gap analysis, sample analysis, the average score and so on the report, which can be converged on excel , pdf, word and other formats

4 generate satisfaction index, gap analysis, sample analysis, average score and other reports. pdf, word, etc.

5 Multiple measurements, generate comparative analysis reports, master changes.

How companies make offers to consumers

Price is often the most important factor in the success or failure of a transaction, and at the same time, the most difficult factor to determine in the marketing mix. The goal of business pricing is to drive sales and make a profit. This requires companies to consider both cost compensation and consumer acceptability of price, thus the pricing strategy is characterized by a two-way decision-making process between buyers and sellers. In addition, price is also the most flexible factor in the marketing mix, it can make a sensitive reflection of the market.

(A) skimming pricing strategy

The so-called skimming pricing refers to the initial stage of the product life cycle, the price of the product is set very high, in order to capture the maximum profit.

The conditions of skimming pricing:

(1) the market has enough buyers, their demand is inelastic, even if the price is set very high, the market demand will not be reduced significantly.

(2) A high price reduces demand, but does not offset the benefits of the high price.

(3) In the case of high prices, there is still exclusivity and no competitors. The high price creates the impression that the product is a premium product.

(2) Penetration Pricing Strategy

The so-called penetration pricing refers to the enterprise to set the price of its innovative products relatively low, in order to attract a large number of customers, to increase market share.

Conditions for penetration pricing:

(1) Market demand is extremely sensitive to price, and low prices will *** rapid growth in market demand.

(2) The cost of production and operating expenses of the firm will fall with the increase in production and operating experience.

(3) Low prices do not cause actual and potential competition.

(3) Satisfaction Pricing Strategy

Satisfaction pricing strategy is a pricing strategy between skimming pricing strategy and penetration pricing strategy. The price it sets is lower than the skimming price and higher than the penetration price, which is an intermediate price. This pricing strategy gets its name from the fact that it satisfies both the producer and the customer. It is sometimes called the "gentleman's price" or "moderate price".

VII, product mix pricing strategy

1, the production of broad categories of pricing

2, optional product pricing

3, mandatory product pricing

4, additional product pricing

5, product bundled pricing

VIII, price adjustment strategy

1, discounts and subsidies pricing

2, tiered pricing

3, the price of the product, the price of the product. > 2, Tiered pricing

3, Psychological pricing

4, Promotional pricing

5, Regional pricing

6, International pricing

IX.*** Sexual pricing strategies

1, Auction pricing

2, Group-buying pricing

4, Snapping up pricing

5, Product with a The future profit growth linked to the continuous return type pricing

6, membership points type pricing

How to use the function of WeChat to enhance the consumer experience

WeChat wallet inside the city service to see, open the positioning belongs to the city, and then find you want to apply for the business on the line. Now directly with the WeChat city F service, think it is quite save and now are WeChat send red envelopes, WeChat life F service inside the hospital registration, vehicle violation search, these functions are very practical is also a solution to the feeling of big trouble

How to utilize the irrational consumers

How to achieve irrational consumption of the enterprise effective control:

First of all, the development of the scientific

First, the development of a scientific product mix.

The scientific product mix is the basis of marketing, which is the basic skills necessary for many corporate marketing departments. Of course, no matter what kind of product mix before the launch, companies have to go through a full market research and market demonstration, and finally make a very rational product mix, to be able to market. This is the mode of thinking and practical operation that more than 90% of enterprises prefer. Marketing planning expert Li Jun that any marketing innovation must be built on the basis of rational thinking, but if the enterprise marketers can take the irrational factors of consumer behavior into full account, it is possible to achieve a more comprehensive marketing innovation, of course, the enterprise will also achieve extraordinary market performance.

Chen Keming, a leading enterprise in China's hanging noodles industry, has set an example for this. China's noodle market has always been in the situation of competition, from the industry's profit level, almost to the state of no profit can be argued, therefore, China's noodle industry has even become a low barrier to entry, the risk of entry, brand elimination rate is high in such a low-level competition in the field, any enterprise wants to stand out in this industry is quite difficult. Chen Keming did it, and became the leader of China's pasta industry. In China's noodle industry, most of the products are in a price war, and there are almost no medium and high-level products. With the upgrading of consumption, consumer demand began to favor the middle and high class, if you launch a separate mid-range products, may be quickly involved in the vortex of the price war, if you launch a separate high-class products, in the absence of a unique selling point, it is difficult for consumers to accept. Chen Keming realized this, so its product line features a distinctive presentation of medium and high-level products, while its real sales volume is driven by its mid-range products, high-level products is precisely the balance of irrational consumer spending weight. As a mass FMCG, the vast majority of consumers are difficult to accept the quality of high-grade products, while consumers in the balance of the purchase of low-end products, but not from the rational level to recognize the difference in their quality, at this point, the irrationality of consumers will prevail, they will go along this thinking path: "the standard of living has improved, do I still want to buy low-end noodles As for the higher-end noodles, they are not as good as the lower-end ones. As for the higher-end noodles, are they of such high quality? So why don't I just go for the moderate quality." In this way, we see that in modern supermarkets, consumers are more willing to buy Chen Keming's mid-range noodles, while Chen Keming's high-level noodles are at best ornamental, which is Chen Keming's clever way to break through the competition of low-quality product lines.

Second, in the development of product price highlights the consideration of irrational price choice.

Price is always the first element of consumer reference. The vast majority of consumers, whether their rational purchase or irrational purchase can not avoid the price, therefore, in the marketing competition, the price war is the most commonly used tools.

None of the cases we mentioned earlier used price as the final footnote. But there is a case that presents the irrational consumer psychology of price to the fullest. Remember that many websites will sell e-books, we all know that the price of e-books is much cheaper than printed books, there are two publishers with completely different sales performance is because of the different skills of its price setting caused by the AB company sells e-books and printed books of two kinds, the A company to play, a single purchase of e-books 16 yuan, a single purchase of the printed version of the book 89 yuan, the result is that 80% of the consumers have to buy e-books, only 20% of the consumers to buy the printed version of the book! Company A sells both e-books and print editions of books. Company B sells e-books for $16 alone, print editions for $89 alone, and print editions for $89 together, resulting in 80% of consumers buying the third price, but of course, the print editions go unnoticed, and only 20% of consumers buy the e-books. At a glance, how did the two companies fare? Obviously Company B performed much better. And Company B just applied the consumer irrational consumer behavior, they think that the two together to buy a great bargain, that single buy the print version will become just a psychological balance tool, of course, no one will buy.

Again, through the channel to create irrational consumption advantage.

Enterprises in the design of the channel is always rationalized that the door should be right. For example, a low-end clothing brands but abandoned the traditional marketing channels, large style into the high-level brand malls, at first, many of the company's marketing staff think that the marketing director crazy, because with their products in such a high-level shopping mall sales, obviously the face of the consumer population is not the right, in the quality of the quality of more than with the high level of clothing brands, in the price of a lower profitability of the case, but to pay high promotional costs of the venue. In the case of lower prices and lower profitability, but to pay high promotional costs of the venue, obviously there is a sense of self-importance to hit the stone with an egg. The fact is just the opposite, through its reasonable choice of channels, as well as the reasonable arrangement of counters, the low-end products of this clothing company has been a grandiose with the high-end big brands in the same arena, and achieved more than the sales performance of big brands. Why is this? Let us analyze the irrational consumption of channels. First, the crowd to this mall is by no means all the high-class people, many of the mid-range consumer groups will also visit from time to time, just because there is no suitable for their own psychological price of the product and return empty-handed; secondly, the high-class consumer groups in the see a piece of high-priced products, but suddenly see relatively cheap products, of course, they are not going to buy the lower end of the more affordable clothing, but they are not able to figure out the mid-range and high-class clothing of the main difference, in which case some consumers choose the mid-range brand of clothing. At this time, the irrational consumer behavior is obvious. Therefore, choose the right channel, take advantage of the situation to seize the consumer's irrational consumer psychology, is completely can create a good market performance.

Finally, provide enough communication support for irrational consumption.

In many cases, consumers are rational when faced with choices, but rationality often can not help them to solve the problem of choice of purchase, in this case, irrational consumer behavior will arise, because they must decide to buy a product back. If there is no product, price, channel and other innovations mentioned above to bring irrational consumption basis, then, consumers will instantly fall into the consumer information recall, in their minds to quickly retrieve the collection can be done to support the basis for making a purchasing decision, at this time, if the consumer consumption before the enterprise's brand and product information has been effectively disseminated to consumers, so that the consumer The consumer will choose the brand or product. To emphasize, the usual rational communication is not included, if you want to capture the hearts of irrational consumers, enterprises in the communication program, we must deliberately highlight the irrational side to ensure that the consumer information recall and its situation at the time to maintain consistency.

How do consumers experience the seller's service to them?

The Eight Levels of Selling2009-03-17 18:09Step One: Selling the Product

The first thing we touch from the day we start selling is the product, which we're told to sell. So we have to be familiar with their own products, product-centered sales, the product then becomes our sales starting point. The product is the first, the salesperson is the second. Now there are many domestic foreign trade-oriented enterprises is this way. The process of selling products makes us realize that selling products requires innovative product support, and that good products speak for themselves, as long as we do our best to let people use them. All of our marketing theme is to carry out around the product, methods, techniques to serve the product, and constantly dig out the product's differentiation; the fundamental point of this level of sales is: to show the maximum value of the product or the greatest differentiation. The king's wife sells herself, find out the highlights of the product, and then amplify it. If there is no innovative products, it is necessary to innovate sales techniques, sales techniques to make up for product deficiencies, innate deficiencies in the day after day to make up for product deficiencies in marketing to make up for. The sales of the product this is a marketing paragraph.

The second step: the sale of character

With the increase in the degree of product homogenization, sales of products layer of competition is becoming increasingly fierce, innate deficiencies on the performance of the more obvious; people began to find that the product can be homogenized, but the people want to be homogenized but it is very difficult to sell the focus of the product turned to the people. Sales personnel professional conduct is emphasized, sales of character has become a sword in sales. In fact, character is higher than the product, business is based on people, sales of their own should be in the sale of products before. So in the sales market there is a hot book called "selling products as well as selling themselves". Character for the product to inject better vitality, vitality and humanization, character + product sales approach is more likely to be successful. At this level the salesperson is the first, the product is the second. This is the second paragraph of the marketing of the sales persona.

The third step: sales service

In the era of instantaneous consumption in full swing, people found that the fast food culture consumption can not meet the needs of consumers, so the fierce competition will be the sales behavior to promote a level: is the sales service, through the elongation of the sales process to create sales advantages. Domestic Haier with its five-star service in the sales service to dig the first bucket of gold. Gree Air Conditioner has also launched a six-year warranty and a large package service, which has made it a newcomer in service marketing. There is also free dry-cleaning for life for groom's suits and so on. Service has become a powerful drug in product sales, and has spawned a big market for sales service. IBM's transformation from selling products to selling customer solutions is a typical case of sales service. People are gradually realizing that services are more likely to create value. This can't help but remind us of a saying: the life of the product is limited, while the service for the people is unlimited; we have to put the limited life of the product into the unlimited service for the people. In love, we also often hear the saying: your favorite, often did not choose you; the most love you, often not your favorite; and the most long-lasting, but not your favorite nor the most love you, just the one who appears at the most suitable time. We sell is not necessarily the best product, is not necessarily the best character, but we will say to the consumer: I will be good to you for life. There is this sentence is enough. Sales service this for the marketing of the three paragraphs.

Step 4: sales customer experience

With the sales behavior of the backward shift, there is also a consumer behavior in front. The consumer behavior in advance, so that customers feel the value of the product or service to him in advance. Sales customer experience, is in the customer does not have to empty their pockets first can still enjoy the product or service. Do not have the same can enjoy, cultivate customer experience is also very important; let this experience slowly into the customer's life, when a load of do not have to become a kind of unaccustomed to, sales opportunities will come. Car test drive, digital products, free experience store, food tasting, cosmetics trial, and *** beds are set up to experience the center can be free to try to sleep, and even bathtubs, bathtubs, manufacturers also let the beauty of the street wide clothing bath, not to mention that this is not the operation, but from the perspective of the pre-positioning of consumer behavior, really do enough ahead of time, but also bold enough. As long as it is able to show in advance, the business is not at all will not be retained, in the sales customer experience is to do a full article. Experience marketing has become another killer characteristics in sales. Sales customer experience this for marketing four paragraphs.

Step 5: sales reinvestment

Sales is not a one-time, sales is a never-ending race. Sales is not a squeeze of toothpaste squeezed and thrown, sales is valued as a vision, to each sale is seen as reinvestment, the completion of the transaction is not the cost of sales into the end of the profit, but precisely the beginning of the profit, the transaction is the beginning of the sale of the real. Consumers are lazy, are afraid of risk, they will choose their own familiar products; so many surveys show: the old customer contribution rate to the enterprise is huge. Loyal customers are nurtured, and customer loyalty is your return on investment. Sales is not looting, nor possession, but ***life **** glory. Konosuke Matsushita said: and their own dealings with the company * * * survival * * * honor, is the only way to maintain the long-term development of the enterprise. This shows that engaging in sales with the mentality of investment will yield everlasting and lucrative returns. Sales reinvestment of this marketing five paragraphs.

Step 6: sales customers moved

The customer's consumption is rational, but impulsive. Sales reflected in the customer is not a linear, but up and down. In the mall who can influence the customer's emotions, who can sway the customer to buy. To bring customers from the focus on the material level to the focus on the spiritual level, the customer's emotions will become the first signal of sales, customer emotions will become the sales of the sword. Sales customers moved by a friend of mine in the sales process fully experienced a hand. That is to say, my friend and the railroad department of a supervisor about a good afternoon to go over to discuss group purchasing matters, when the summer, the weather is hot, the results of the "Iron boss" is busy with other things forget to go back, my friend in the gate a wait is three hours. When the brother came back, see my friend is still waiting there, the whole person with a sauna like, then greatly moved to say: such a hot day, you go back, why do you have to wait for me here ah, you are not afraid of heat stroke ah! My friend said a more customer touched words: with your appointment, is the day again hot, time again long, I will also wait. "Iron boss" immediately patted my friend's arm and said: young man go back! This year's Mid-Autumn Festival group purchase will do you, your products are brand-name, people are also good. Festival before the previous sample over to sign the contract on the line. As a result, a few years of group purchases are signed with my friend. The whole sales process is not gorgeous rendering, a sincere enough. Customers are emotional, just not good at showing love. You have to be good at tapping his emotional resources, not only to make him satisfied, but to let him move. Sales customers moved this for marketing six paragraphs.

The seventh step: sales culture

The power of culture is infinite. The reason why Coca-Cola and McDonald's are so popular in the marketing world is that they are actually selling American culture. Where does culture come from? Find it in the history of the company, find it in the history of the product, and find it in the legend of the boss. Culture can make your sales have height, win the customer's respect, because it in the intangible expression and expression of the customer's a kind of value tendency. Sales culture is easier to get with the customer strategic level of cooperation. A friend of the author is the use of cultural marketing in the fierce bidding to win the group, and won the China Mobile X branch of the 30 million joint promotional orders. The so-called like-mindedness, is to sell culture first, with cultural identity, integration, in order to have sales cooperation. Culture will affect and even change the customer's lifestyle, culture can also educate customers. That is why it is said that attacking the city is the next, attacking the heart is the top. Sales culture allows you to seize the high ground and get more strategic cooperation. Sales culture this is the seven paragraphs of marketing.

Step 8: sell the brand

The original explanation of brand is "branding". Brand marketing is a marketing method that can simplify and symbolize all marketing activities. When we see a capital "Z", we think of Zorro, the masked warrior. When we see a capital "M", we think of the clownish and amiable Uncle Mak. From here, Zorro is very good at branding himself, and Uncle M is not bad either. With the rapid development of the brand marketing era, becoming a famous brand has become the focus of an enterprise, a country or even an individual. In the brand condenses the enterprise's products, character, culture and many other factors, and even several generations of marketers to achieve the brand. We can say that we are standing on the shoulders of the pioneers of marketing, so do not try to be brave, to learn to use the power of the brand. Brand is the most favorable weapon in sales, but also the most value-added weapons, intangible sales are sometimes more powerful than tangible sales. The power of the brand is intangible, is also infinite. Sales brand this for marketing eight paragraphs.

For consumers online and offline is split, how can brand companies build an integrated experience for customers?

For most companies, if you rely on a single content, traffic platform, or promotional mechanism, you can't reach consumers effectively.

Shanghai Kaikeyuan establishes a data cloud platform for enterprises through self-developed smart terminals and data applications, so that information on products and offers can penetrate into consumers' lives and purchase scenes, covering all touchpoints of contact between consumers and brands. The company's products and services are designed to meet the needs of consumers at all times and in all locations.

Through the different types of customers to do the character profile analysis, in the cell phone or PC terminal put is the most recent attention to the product information, consumers in the detailed understanding of the push product information, online booking store experience. Shopper guide through the customer scanning QR code, or member information login, to understand the consumer's detailed information. In addition to guiding consumers to experience the products and services he specified, we also do extended product recommendations.

Regardless of whether it is online or offline, consumers can have an effective connection with consumers whether they are having fun with friends, commuting to and from work, or even in a fragmented moment, and at the same time, meet the consumers' personalized needs. The Internet is a technology that enables new retailers to seamlessly connect with their audience and accompany them throughout the entire consumer experience.

How do you enhance the customer experience?

The easiest way is to put yourself in your customer's shoes:

Customer statistics show that different people have different preferences when it comes to communication channels. Know your customer.

It's important to be loyal to your own brand. The service experience you provide to your customers should also support your company's own value proposition. In this information-explosive world, it's especially important that your customers understand your corporate positioning.

Within a company's service system, the communication between the customer and the company should not be limited to a single channel, but should be able to start through one communication channel and finish through another.

Customer service representatives often do not follow the same customer service applications, which compromises consistency among customer service representatives and leads to a high rate of personnel turnover.

It's important to give customers a certain level of expectation for service and deliver accordingly that meets that expectation, as this builds trust in the organization. The customer experience is paramount.

Today there is often a big gap between what customers expect and what they actually get. Customers want personalized, quality service, and they want to be able to contact the company at any time, either in person or online, through their preferred communication channel.

However, companies can only try to provide the service they expect within the cost they are allowed to incur. When this is not the case, companies are faced with huge service fees, low customer satisfaction, and a lot of social rumors that are fueled by the many channels of communication, and their image is greatly diminished.

It is undeniable that it is not easy to give customers a perfect experience. However, organizations may want to look for novel ways to enhance the end-to-end customer experience. Here are nine tricks to follow.

Methods/Steps

Know your customer

Customers know what good service is. They want to be served well in every interaction with a business through their preferred channel. According to Forrester, a U.S.-based market research organization, customers usually prefer to communicate with businesses over the phone, followed by email and web-based self-service. Similarly, we have found through customer statistics that different people have different preferences as far as communication channels are concerned. For example, young people prefer to use peer-to-peer communication, social networking, and instant service channels that are chat-like in nature, so it's important for businesses to provide technical support for these. You need to understand the characteristics and preferences of your customers to ensure that you can communicate with them in their preferred way.

American Airlines is a model in this regard. After a series of technology evaluations, the company found that 41% of passengers preferred SMS and Wi-Fi on their cell phones, and 29% of passengers who were "eyes and ears" at all times knew virtually every feature on their mobile devices.

In response to the survey results, American changed its mobile strategy to provide email and SMS alerts for the majority of its customers, and a mobile Web site for more sophisticated activities for those who are always "on the lookout". These innovations bring customers closer to the airline.

Service that fits the brand

Loyalty to your brand is important. The service experience you provide to your customers should also support your company's own value proposition. In this information-explosive world, it's especially important for customers to understand your company's positioning. Two companies are doing a great job of this.

Apple's products are stylish and expensive. It offers customer service that echoes its brand and is "customized" to the customer's needs. For example, you can schedule a call with an Apple technical expert who can take care of your queries according to your needs and availability. They will even call you on their own initiative. Similarly, you can seek solutions to your problems by sending them an email or browsing Apple's knowledge base.

Ikea's products are also very "stylish", but they require customers to assemble them themselves. Customers feel comfortable with this "do-it-yourself" philosophy: they pick up the products from the shelves, pay for them, and assemble them themselves. Ikea does not have the so-called meticulous service, but customers will not be disappointed, because they do not have this expectation, and they know that this is not the mode of operation of Ikea.

Integration of communication channels

Within a company's service system, the communication between the customer and the company should not be limited to a single channel, but should be able to start through a communication channel and finish through another communication channel. For example, a customer can start by calling and asking questions, and then get more relevant and detailed information from an email.

For this to be the customer experience, the channels of communication offered by the organization must be interconnected, not independent of each other. This allows the customer service representative to have a complete grasp of the customer's communication with the business through both traditional and social channels. And, if a customer first makes a service request on a web-based self-service system, customer service reps should also be able to see the entire processing history so that they don't have to repeat the inquiry or investigation, thereby not reducing customer satisfaction.

Integrating the customer service system with other applications

Customer service representatives have to retrieve the information the customer needs in almost twenty different applications, so that increased time to deal with the problem must be inevitable, and the result is that customers are quite dissatisfied.

The customer service system should not just be a front office that provides customers with a repository of information to resolve issues, but should be integrated with back-end applications. This way customer service representatives can answer customer queries faster and more accurately.

Clarify what constitutes a quality service experience

Customer service reps often don't follow the same customer service applications, which affects consistency among reps and leads to a high rate of personnel turnover. One solution is to apply business process management to customer service. Customer service representatives act on the information on the screen, which displays information that matches the customer's needs and ensures that their service is consistent with corporate policy.

There is an international bank, its 23 customer service centers are "unusual", each with a strange trick, the result is that customers are very dissatisfied. So the bank adopted this approach. Customer service representatives now use a program-driven computer that provides all the information a customer needs to address multiple concerns in a single interaction. The results have been very promising, with a 30% increase in problem resolution on the first communication and a 20% reduction in call transfer rates.

Putting the customer experience first

It's important to give customers a certain level of expectation for service, and to deliver service that meets that expectation, because it builds trust in the organization.

Similarly, companies should be proactive in providing services to their customers, such as proactively transmitting service reminders and solutions to common problems, and allowing customers to identify for themselves the situations in which they would like to be kept informed. This kind of communication leads to a more stable customer base.

Focusing on an organization's knowledge strategy

A good knowledge process is a core element of quality service. Web-based self-service is a must, and a consistent "tone" of voice from customer service representatives across all communication channels ensures that answers are consistent and accurate.

Connecting the dots is a tall order. One way to do this is to have customer service reps flag inaccuracies and incompleteness, or to use an automated tool to put the most frequently encountered items at the top of the FAQ, which is how Intuit, maker of the TurboTax software, has been able to tie together the vast amount of tax-exempt code information.

Managing the customer base with 2.0 web tools

Another common tactic is to set up forums, which creates peer-to-peer communication and allows customers to self-serve while relieving pressure on the call center side. As for unresolved issues, customers can continue to raise them with customer service representatives. In addition to the knowledge base, the various discussion threads that appear on the forums are also great resources.

Computer manufacturer Lenovo uses forums to serve its customers. The large amount of information in the forums has been very helpful, and as a result, Lenovo's laptop after-sales call rate has been reduced by 20%, and the length of the problem-solving cycle has been reduced as well.

Listening to customers

Smart organizations collect customer feedback after each communication and ask for their honest opinions through open-ended questions. They attach feedback forms to a knowledge base visible to all users, let users evaluate the solutions, and then use the collected feedback to optimize their own services.

And it's essential to pay attention to the meaning behind customers' "glances" through social media like Twitter and Facebook. Based on their comments, you can review your products, services, and processes to see if there is room for improvement.

How does G58 Smart Mall enhance consumer stickiness?

They use the app's gaming and social features to turn customers into fans, increasing user stickiness.