Are there any examples of customer satisfaction that we studied customer relationship management

Early customer relationship management --- the story of Wang Yongqing selling rice.

The story of Wang Yongqing selling rice, I have seen the growth stories of many entrepreneurs after work, but the most profound memory is the story of Wang Yongqing, the founder of Formosa Plastics, selling rice.

After graduating from primary school at the age of 15, Wang Yongqing went to work as an apprentice in a millet shop. The next year, he used the 200 yuan borrowed by his father as the principal to open a millet store on his own. In order to compete with the Japanese rice shop next door, Wang Yongqing put a lot of effort into it.

At that time, the rice processing technology was relatively backward, and the rice was mixed with rice bran, sand grains, small stones, etc., and the buyers and sellers were not surprised. Wang Yongqing has an extra eye, picking up the debris in the rice before selling it every time, and this extra service is very popular with customers.

Wang Yongqing sells rice to deliver rice to the door, and he records in detail in a notebook how many people are in the customer's house, how much rice they eat in a month, and when they are paid. Calculate that the customer's rice should be eaten, and the rice will be delivered to the door; Wait until the day of the customer's salary, and then come to collect the rice.

When he delivers rice to customers, he doesn't just deliver it. He first helped the people pour the rice into the rice jar. If there is still rice in the rice bowl, he pours out the old rice, brushes the rice bowl clean, then pours the new rice into it, and puts the old rice on the top layer.

In this way, the rice will not deteriorate due to too long aging. Many of his customers were deeply moved by his small gesture and were determined to buy his rice.

In this way, his business is getting better and better. Starting from this Xiaomi store, Wang Yongqing eventually became the "leading boss" of Taiwan's industry today. Later, when he talked about the experience of opening a rice shop, he said with emotion:

Although I didn't have much management knowledge at the time, I thought it was necessary to grasp the needs of customers in order to serve customers well, and I didn't expect that a small idea that would be able to be used as a basis for starting out and gradually expand into the logic of business management. ”

This story has deeply inspired and even touched me. is also selling rice, why can Wang Yongqing achieve this kind of business? The key is that he put his heart into it!

Study the customer, study the psychology of the customer, study the needs of the customer, and study how to meet the needs of the customer. We do not simply sell simple products to customers, but turn customers' needs into our own service items and give them together with products.

From this, we can see the value of the service. Customers can also buy rice from other rice shops, but when they buy rice from Wang Yongqing's rice shop, they will feel that their income is more than the value of the product, and this excess value is the service. Touching service is not just about a smile, it is integrated into every detail of the work.

If you measure it, the standard of measurement is: are you careful to think about the convenience and interests of customers in every aspect of your interaction with customers? What we should understand is:

In today's situation of highly developed technology and product convergence, if an enterprise wants to survive and develop, it must have a reason to surpass the product and make customers willing to cheer for it. Only by being willing to give convenience to others, to give benefits to others, to give warmth to others, and to give services to others, can we create a unique charm of the enterprise and win the hearts of customers.

Find a suitable one among the cases you have studied.

1.Concept: Customer Satisfaction:

the degree to which the customer's real-world experience matches the customer's expectations; Customer loyalty: the customer's attachment and admiration for the company's products or services, which is mainly expressed through the customer's emotional loyalty, behavioral loyalty and conscious loyalty; 2.Factors influencing customer satisfaction:

There are five aspects that affect customer satisfaction: trustworthiness: refers to whether an enterprise can consistently fulfill its promises to customers; Professionalism:

It refers to the professional knowledge, skills and professional quality of an enterprise's service personnel; Physicality: refers to the tangible performance of the service facilities, environment, appearance of service personnel and the help and care of service team customers; Empathy: It means that the service staff can put themselves in the customer's shoes at any time, truly sympathize with Tanzai, understand the customer's situation, and understand the customer's needs; Reactivity:

It refers to the desire of service personnel to respond to customer needs in a timely manner and provide services quickly; 3.Assignment Value Formula: Assignment Value:

refers to the difference between the total value realized by the customer to purchase the product or service and the total cost paid by the customer to purchase the product or service; Formula: CV=PPIS-MMTPPPIS: Product Value, Personnel Value, Corporate Image, Service; mmtp：

Monetary cost, mental cost, source file time cost, physical cost; CV value directly affects customer satisfaction; 4.The connection and difference between customer satisfaction and customer loyalty:1

Loyalty is the accumulation of satisfaction, only when customers are satisfied to a certain extent, there will be the willingness to be loyal to the enterprise; 2.Satisfaction is a measure of the expectations and feelings of customers now, while loyalty reflects customers' future buying trends and commitments; 3.Satisfied customers do not necessarily guarantee their loyalty to the business, but loyal customers must be satisfied with the business or brand; 4.

Enterprises can only obtain stable profits by providing tailor-made products or services in advance when customers are satisfied and improving customer loyalty;