My OperaCustomers no longer is God
Wednesday, August 18, 2010 8:21:54 AM
"Customer first" is a Western marketing theory philosophy, in the early years of China's market economy has been spread to China, the "customer first" is that we intentionally or unintentionally decode the "customer is God", which also shows the beginning buyer's Dell 1691P Laptop Battery. But with the market development and deepening of general services has been popular, smiling hospitality, quality guarantee, after sales service originally considered a "luxury" services have become today's standard enterprise market access threshold, the customer's "God "status, it seems less appropriate to the.
From an economic point of view, there is no looking up the enterprise and customer relationship or looking down, because business customers to create value for commodity carriers, customers with money as a reward in exchange for that value, less than about people and God relations. Moreover, customers do not need a devout believer, it needs only a part of their program to provide problem-solving person, if you are this person or Zuzhi, you do not even God, the customer Shiwei, customer Ye Hui willing to pocket, the other hand, If you are not a customer needs to provide the products, even if you burn incense and kowtow to the consumer will not have your devout followers that more than look. And now the fact that companies put in front of us: even if the customers as God, do not get higher customer satisfaction and loyalty, and even spoiled customers will be erratic, often angry, ugly to the enterprise so that enterprises busy preparing, battered, are still given no good customers. With the social structure, economic situation and the ideological and cultural diversification, customer structure, characteristics and ideas have become diverse and complex, then it seems that we should head off customers glory of God, to find the look, redefining what customers identity.
Customer is Profit Maker
Said the mercenary is not a derogatory term here, just describe the customer's consumption and consumption characteristics of the position. Customers paid money, time, risk and other costs of purchase, of course is to look for their own interests, the customer does not want God, just and reasonable for what you want, you can provide, customers will naturally be loyal to you , your opponent can offer its more like the value of its natural would not hesitate to leave you, though you usually Upon its like gods. The so-called satisfaction and loyalty is built to meet the interests and needs of the customer based on.
MP3 players, the industry leader with a large number of high satisfaction, customer loyalty, but when its rivals have launched MP4, these high loyalty consumers do not wait for this enterprise production after the MP4 buying, but immediately transferred to that home to the first consumer launch MP4 enterprises. Market transactions in the customers business or brand loyalty on the premise that who can provide more value, therefore, subject to the impact of competitors, customer satisfaction and loyalty in the dynamic changing. Exchange of interests form the basis of a market economy, the best interests of our company emphasizes that there is no reason not to optimize the interests of consumers do? The face of "mercenary" customers, we do a devout believer is not enough, and only continued to do better than the competition, consumers do not choose your product better than the choice will be loyal, this time, maybe you God will be a customer. For example, Microsoft's computer operating system, our dependence on its how high, when Microsoft announced its intention to cease production of windos xp, the tens of thousands of consumers out of dissuasion, buy, when you say who is God? So, when we look at, when the definition of target customers, remember to make profits, because they are a group of "mercenary" who.
Customer is a friend
Enterprise and customer generated friendship is established in the interests of both sides based on the exchange, therefore, it is a reasonable and relatively stable, the right relationship. If companies can be customer-friendly and to also make friends with you, then no doubt this company is very successful. The establishment of this relationship skills can I in "the moral" be summarized in one sentence: "empty their hearts, actually its belly" - tangible benefits to customers, that is formed against you rely on. Nanny-service on the customers, so that they slowly lose too lazy or think 的 ability to select only know that there is a problem the first thing they thought of is what you Zhege friend, this time that they treat you could sincerely of his, a firm's supply and demand relationship and satisfaction loyalty is easily attainable.
Although IBM is the production-oriented enterprises, but located in the service industry to serve to strengthen the core competitiveness of enterprises, to provide customers with solutions to various problems. IBM employees commute to work is not in the IBM company, but the client's business, work is for customers to solve problems and create value. Its not only sell their products, it also provides strategic advice, managerial guidance, to product maintenance, use of training, when the customer needs products that are not certain when IBM, IBM will help customers even with the best of the low-price purchase Jingzhengduishou of products. Why? Because all the needs of IBM customers are doing to help its customers must rely on their form, there will naturally first think of what this "friend" at this time, selling products in their natural smooth sailing.
This prestigious title of God has no attraction for the customers, but customers are very willing to make a strong and thoughtful, reliable, willing to encounter difficulties in their help of friends, your business done, customer loyalty naturally produced.
Customers are students
Although all customers obviously do not blindly believe the words of business, but they actually believe that expert opinion given in the purchase, or even believe that professional business, rather than "believers" eagerly looking forward to "God" the attention of charity. Many companies now playing "XX expert" on the cover, is an expert in psychology to meet the consumer superstition. This highly specialized product, a high degree of asymmetric information industries become more prominent. Enterprises to seize the customers of this psychology, with an image of authority selling products to customers, fair is easy to reach.
We all know the famous "Huipuzhidao" - the HP Business School. Initially, many domestic enterprises in China find the Pratt & Whitney, asked if he could set up classes, please pass on some of HP's advanced management ideas and management methods. Initially, HP is scattered in the provision of some training courses in China, but a warm welcome by the enterprises, so, HP established a corporate university. HP Business School's faculty are senior managers in China Hewlett-Packard HP Business School through this particular form, not only to earn a considerable income, but also through our various industries and enterprises with the interaction of student research, understanding and grasp the diverse needs of Chinese enterprises and Chinese enterprises to learn many outstanding management experience in the operation of its FUJITSU FPCBP80 Laptop Battery in China is more handy. More importantly, the yes, through teaching the form, one should be very easy of access to the largest peacetime Hennan customers become a friend, these customers Ye because trust China HP Business School and a good impression on HP products Chan Sheng Yu recognition, which for the HP commercial computer sales is undoubtedly of great help.
Such an interesting survey: student teacher trust than the trust of parents, to teachers of students with smaller higher the degree of trust, the teacher would say almost 100% of students believe that the words of students and parents are hopes to get certified teachers. For some specialized industries and the customers would be tantamount to an ignorance of the students, teachers, business this time ought to be playing the role of the special status and to educate and guide customers, not just only waiting with attentive customer service to make purchase decision.
Customers are groupies
Most of our enterprise customers to run every day chase, weary are still poor performance, but many enterprises are high above, waiting to break the threshold of customers come in squeeze consumption. For example google has been this way on the use of the introduction of a number of google account, but the account is not public offering, the company only received the invitation google qualify, or about the old user recommended, approved and we have to get. Such a high threshold creates a scarcity effect, have attracted people want to have this account, some time very popular in the United States, this is the case: "Do you have an invitation to google it?", "Do you have a google account?."
Rolls Royce is also using this strategy so that customers shone. High prices make car high above, so that most consumers expect car sigh. But sales of the company against its Daoxing, not only do not sell products, and have actually strictly control production, early identification of buyers also has strict requirements, if you do not meet the required standard, even if the manufacturers do not double the price sell your car, but more so the more customers want to mix the best brains to get a variety of ways this is not everyone can have the car. In fact, for many industry enterprises, the definition of customer's identity as "groupies" it can get very good results, such as luxury goods industry, epidemic commodities. If the industry or product for the enterprise may wish to put it another thought - since the run is very hard chasing customers, let customers chasing you run!.
Customers are teasing, entertainment for
Tease customer is clearly a stupid act, but here is a kind of said, teasing customers with a fun way to please the customer color. For example, creating some unique and have the scarcity of news and events to attract customers to the attention of novelty, you can also use some fool means to open a number of good jokes, with a clever idea to pull customers come in with entertainment, the audience even know they have been used or fool willingly or fun. United States, placed in front of a restaurant in a big beer barrel, four eye-catching Chinese characters that read: "No peeking!" The more so the more curious passers-by, many people conspire to watching next barrel , beer barrel, stood a sign that read: "OUR 6 pack of beer sales, welcomed the taste," who mostly read a knowing smile, as both went to the door of the shop, into the shop to drink less cup. As long as proper technique and scale, do not worry there will be adverse effects to fool the customer, we very much like to participate from Fool's Day, Halloween can be seen, as long as the proper way clever, and not malicious, we are happy to accept this in good HP PAVILION ZD7000 Battery and bring us joy fool.
"Harry Potter" series of products for marketers is the master of entertainment fun of customers, they first of all the "Harry Potter" author impoverished create a single mother, in the numerous contributors were returned after An editor accidentally abandoned in a pile of manuscripts found in the "Harry Potter" manuscript, then signed with the author JK Rowling has a similar dream about ... .... Originally this is a very news-oriented topics, indeed, attracted wide attention and discussion, followed by the publication of "Harry Potter" books, an anti-marketing laws - the shortage of supply, often breaking the bookstore the delivery, creating a scarcity effect, the more difficult to buy, the more there are more people who want to see the book, the market buying spree, "Harry Potter" is covered with a veil of mystery . In fact, "Harry Potter" author JK Rowling is not so poor, the event has not so legendary. When "Harry Potter 5" book published before the book listed in the press release countdown billboard, while listed in the book before the relevant information strictly confidential, including the title, number of pages, pricing and other information. Disclose to the media only occasionally some of the small details of the book, because they are not any news media on these trivial matters are also great stress. Publisher has written in the new city of 2 months before the book's manuscript is lost burst rumors, later came forward to clarify the fact that the manuscript has long been protected security is not lost. Soon it came to news, author JK Rowling Warner speculation on movies, books acts totally hate, to give up writing a "Harry Potter" sequel, which in turn Jiuqi everyone's heart and not worry about looking after to "Harry Potter" sequel. Book will be published in the side hand press printing operation sent to the bookstore, new book on sale before anyone else can not see the content side ahead again 20 books distributed to some bookstores and editor of a newspaper office, piracy? Fake book? Strictly confidential? All kinds of speculation in the media-obsessed, is magnified to up. It was in this farce of a similar mode of marketing, there is no formal publicity this year, nor at the book launch and the book is always out of supplies on board the British bestseller lists champion, and now many countries are still tops best-seller charts.
Today's customers are a group of food and clothing to meet the needs, namely the pursuit of higher spiritual needs of people, they like new, exciting and even some accidents, especially the fashion of young people especially. Appropriate to the customer as entertainment and fun of the object, they would be fun to buy goods at the same time Le Diandian of the home.
Customer is the devil
A pair of brothers in the forest found the treasure, they first see is the floor of the copper, while the two were seized while moving forward, the ground appeared numerous silver coins, silver coins brother to pick on the ground, his brother put the body of the copper All thrown away, and then pick up the coin, they go for a while, even the whole earth is gold, brother to continue to have pockets full speed are installed with gold, silver brother put the pocket in all thrown away, and then filled with a bags of gold coins. After the brothers out of the forest to pick up the treasure all to sell, the money his brother sold brother 20 times.
We say that business should be treated equally, but the fact is that if equal, then the business will not earn profits. According to the 80/20 rule, 80% of customers can only bring 20% of a company's performance, the performance of the other 80% are good customer by another 20% caused. Many poor customers will even create a negative value, the so-called devil customers, we should say no to these ACER LCBTP03003 battery.
Southwest Airlines CEO Herb Kelleher said the words: "Customer not always right, they often make mistakes. Picking the customer has encountered unreasonable, we should not say that the customer is always is. We say: You never again take the Southwest Airlines flight, because you actually did to our people. "Southwest Airlines management of the frontline staff, support and respect the work of frontline staff even unreasonable customers would rather offend, this high degree of recognition in exchange for the employees and the organization a strong core of cohesion. Apart from some rude customers, the more some can not create value, or only to create low-value customers, companies often have a large amount of energy, resources are wasted on these clients, but not for high-quality energy customers create more value, even ignore, turn away high-quality platinum customers.
Is also the example of Southwest Airlines, they divided into the customer level, the higher the level of the customer, providing more quality services, slowly, to produce more and more high-value customers, while the low value or negative value of the customer because not be taken seriously and slowly away. This resulted in operating costs remain constant, the efficiency is markedly improved. In the current buyer's market in this environment of full and learn to say "no" is also a business strategy, it will also create value for enterprises to improve performance.
See you, my customers
According to the industry, the customer's identity can take many forms, enterprises should jump out of the inherent thinking, find your target customers the true identity of the Dell INSPIRON 9300 Laptop Battery, while the profits will be with you the definition of this discovery and re-rolling.
From an economic point of view, there is no looking up the enterprise and customer relationship or looking down, because business customers to create value for commodity carriers, customers with money as a reward in exchange for that value, less than about people and God relations. Moreover, customers do not need a devout believer, it needs only a part of their program to provide problem-solving person, if you are this person or Zuzhi, you do not even God, the customer Shiwei, customer Ye Hui willing to pocket, the other hand, If you are not a customer needs to provide the products, even if you burn incense and kowtow to the consumer will not have your devout followers that more than look. And now the fact that companies put in front of us: even if the customers as God, do not get higher customer satisfaction and loyalty, and even spoiled customers will be erratic, often angry, ugly to the enterprise so that enterprises busy preparing, battered, are still given no good customers. With the social structure, economic situation and the ideological and cultural diversification, customer structure, characteristics and ideas have become diverse and complex, then it seems that we should head off customers glory of God, to find the look, redefining what customers identity.
Customer is Profit Maker
Said the mercenary is not a derogatory term here, just describe the customer's consumption and consumption characteristics of the position. Customers paid money, time, risk and other costs of purchase, of course is to look for their own interests, the customer does not want God, just and reasonable for what you want, you can provide, customers will naturally be loyal to you , your opponent can offer its more like the value of its natural would not hesitate to leave you, though you usually Upon its like gods. The so-called satisfaction and loyalty is built to meet the interests and needs of the customer based on.
MP3 players, the industry leader with a large number of high satisfaction, customer loyalty, but when its rivals have launched MP4, these high loyalty consumers do not wait for this enterprise production after the MP4 buying, but immediately transferred to that home to the first consumer launch MP4 enterprises. Market transactions in the customers business or brand loyalty on the premise that who can provide more value, therefore, subject to the impact of competitors, customer satisfaction and loyalty in the dynamic changing. Exchange of interests form the basis of a market economy, the best interests of our company emphasizes that there is no reason not to optimize the interests of consumers do? The face of "mercenary" customers, we do a devout believer is not enough, and only continued to do better than the competition, consumers do not choose your product better than the choice will be loyal, this time, maybe you God will be a customer. For example, Microsoft's computer operating system, our dependence on its how high, when Microsoft announced its intention to cease production of windos xp, the tens of thousands of consumers out of dissuasion, buy, when you say who is God? So, when we look at, when the definition of target customers, remember to make profits, because they are a group of "mercenary" who.
Customer is a friend
Enterprise and customer generated friendship is established in the interests of both sides based on the exchange, therefore, it is a reasonable and relatively stable, the right relationship. If companies can be customer-friendly and to also make friends with you, then no doubt this company is very successful. The establishment of this relationship skills can I in "the moral" be summarized in one sentence: "empty their hearts, actually its belly" - tangible benefits to customers, that is formed against you rely on. Nanny-service on the customers, so that they slowly lose too lazy or think 的 ability to select only know that there is a problem the first thing they thought of is what you Zhege friend, this time that they treat you could sincerely of his, a firm's supply and demand relationship and satisfaction loyalty is easily attainable.
Although IBM is the production-oriented enterprises, but located in the service industry to serve to strengthen the core competitiveness of enterprises, to provide customers with solutions to various problems. IBM employees commute to work is not in the IBM company, but the client's business, work is for customers to solve problems and create value. Its not only sell their products, it also provides strategic advice, managerial guidance, to product maintenance, use of training, when the customer needs products that are not certain when IBM, IBM will help customers even with the best of the low-price purchase Jingzhengduishou of products. Why? Because all the needs of IBM customers are doing to help its customers must rely on their form, there will naturally first think of what this "friend" at this time, selling products in their natural smooth sailing.
This prestigious title of God has no attraction for the customers, but customers are very willing to make a strong and thoughtful, reliable, willing to encounter difficulties in their help of friends, your business done, customer loyalty naturally produced.
Customers are students
Although all customers obviously do not blindly believe the words of business, but they actually believe that expert opinion given in the purchase, or even believe that professional business, rather than "believers" eagerly looking forward to "God" the attention of charity. Many companies now playing "XX expert" on the cover, is an expert in psychology to meet the consumer superstition. This highly specialized product, a high degree of asymmetric information industries become more prominent. Enterprises to seize the customers of this psychology, with an image of authority selling products to customers, fair is easy to reach.
We all know the famous "Huipuzhidao" - the HP Business School. Initially, many domestic enterprises in China find the Pratt & Whitney, asked if he could set up classes, please pass on some of HP's advanced management ideas and management methods. Initially, HP is scattered in the provision of some training courses in China, but a warm welcome by the enterprises, so, HP established a corporate university. HP Business School's faculty are senior managers in China Hewlett-Packard HP Business School through this particular form, not only to earn a considerable income, but also through our various industries and enterprises with the interaction of student research, understanding and grasp the diverse needs of Chinese enterprises and Chinese enterprises to learn many outstanding management experience in the operation of its FUJITSU FPCBP80 Laptop Battery in China is more handy. More importantly, the yes, through teaching the form, one should be very easy of access to the largest peacetime Hennan customers become a friend, these customers Ye because trust China HP Business School and a good impression on HP products Chan Sheng Yu recognition, which for the HP commercial computer sales is undoubtedly of great help.
Such an interesting survey: student teacher trust than the trust of parents, to teachers of students with smaller higher the degree of trust, the teacher would say almost 100% of students believe that the words of students and parents are hopes to get certified teachers. For some specialized industries and the customers would be tantamount to an ignorance of the students, teachers, business this time ought to be playing the role of the special status and to educate and guide customers, not just only waiting with attentive customer service to make purchase decision.
Customers are groupies
Most of our enterprise customers to run every day chase, weary are still poor performance, but many enterprises are high above, waiting to break the threshold of customers come in squeeze consumption. For example google has been this way on the use of the introduction of a number of google account, but the account is not public offering, the company only received the invitation google qualify, or about the old user recommended, approved and we have to get. Such a high threshold creates a scarcity effect, have attracted people want to have this account, some time very popular in the United States, this is the case: "Do you have an invitation to google it?", "Do you have a google account?."
Rolls Royce is also using this strategy so that customers shone. High prices make car high above, so that most consumers expect car sigh. But sales of the company against its Daoxing, not only do not sell products, and have actually strictly control production, early identification of buyers also has strict requirements, if you do not meet the required standard, even if the manufacturers do not double the price sell your car, but more so the more customers want to mix the best brains to get a variety of ways this is not everyone can have the car. In fact, for many industry enterprises, the definition of customer's identity as "groupies" it can get very good results, such as luxury goods industry, epidemic commodities. If the industry or product for the enterprise may wish to put it another thought - since the run is very hard chasing customers, let customers chasing you run!.
Customers are teasing, entertainment for
Tease customer is clearly a stupid act, but here is a kind of said, teasing customers with a fun way to please the customer color. For example, creating some unique and have the scarcity of news and events to attract customers to the attention of novelty, you can also use some fool means to open a number of good jokes, with a clever idea to pull customers come in with entertainment, the audience even know they have been used or fool willingly or fun. United States, placed in front of a restaurant in a big beer barrel, four eye-catching Chinese characters that read: "No peeking!" The more so the more curious passers-by, many people conspire to watching next barrel , beer barrel, stood a sign that read: "OUR 6 pack of beer sales, welcomed the taste," who mostly read a knowing smile, as both went to the door of the shop, into the shop to drink less cup. As long as proper technique and scale, do not worry there will be adverse effects to fool the customer, we very much like to participate from Fool's Day, Halloween can be seen, as long as the proper way clever, and not malicious, we are happy to accept this in good HP PAVILION ZD7000 Battery and bring us joy fool.
"Harry Potter" series of products for marketers is the master of entertainment fun of customers, they first of all the "Harry Potter" author impoverished create a single mother, in the numerous contributors were returned after An editor accidentally abandoned in a pile of manuscripts found in the "Harry Potter" manuscript, then signed with the author JK Rowling has a similar dream about ... .... Originally this is a very news-oriented topics, indeed, attracted wide attention and discussion, followed by the publication of "Harry Potter" books, an anti-marketing laws - the shortage of supply, often breaking the bookstore the delivery, creating a scarcity effect, the more difficult to buy, the more there are more people who want to see the book, the market buying spree, "Harry Potter" is covered with a veil of mystery . In fact, "Harry Potter" author JK Rowling is not so poor, the event has not so legendary. When "Harry Potter 5" book published before the book listed in the press release countdown billboard, while listed in the book before the relevant information strictly confidential, including the title, number of pages, pricing and other information. Disclose to the media only occasionally some of the small details of the book, because they are not any news media on these trivial matters are also great stress. Publisher has written in the new city of 2 months before the book's manuscript is lost burst rumors, later came forward to clarify the fact that the manuscript has long been protected security is not lost. Soon it came to news, author JK Rowling Warner speculation on movies, books acts totally hate, to give up writing a "Harry Potter" sequel, which in turn Jiuqi everyone's heart and not worry about looking after to "Harry Potter" sequel. Book will be published in the side hand press printing operation sent to the bookstore, new book on sale before anyone else can not see the content side ahead again 20 books distributed to some bookstores and editor of a newspaper office, piracy? Fake book? Strictly confidential? All kinds of speculation in the media-obsessed, is magnified to up. It was in this farce of a similar mode of marketing, there is no formal publicity this year, nor at the book launch and the book is always out of supplies on board the British bestseller lists champion, and now many countries are still tops best-seller charts.
Today's customers are a group of food and clothing to meet the needs, namely the pursuit of higher spiritual needs of people, they like new, exciting and even some accidents, especially the fashion of young people especially. Appropriate to the customer as entertainment and fun of the object, they would be fun to buy goods at the same time Le Diandian of the home.
Customer is the devil
A pair of brothers in the forest found the treasure, they first see is the floor of the copper, while the two were seized while moving forward, the ground appeared numerous silver coins, silver coins brother to pick on the ground, his brother put the body of the copper All thrown away, and then pick up the coin, they go for a while, even the whole earth is gold, brother to continue to have pockets full speed are installed with gold, silver brother put the pocket in all thrown away, and then filled with a bags of gold coins. After the brothers out of the forest to pick up the treasure all to sell, the money his brother sold brother 20 times.
We say that business should be treated equally, but the fact is that if equal, then the business will not earn profits. According to the 80/20 rule, 80% of customers can only bring 20% of a company's performance, the performance of the other 80% are good customer by another 20% caused. Many poor customers will even create a negative value, the so-called devil customers, we should say no to these ACER LCBTP03003 battery.
Southwest Airlines CEO Herb Kelleher said the words: "Customer not always right, they often make mistakes. Picking the customer has encountered unreasonable, we should not say that the customer is always is. We say: You never again take the Southwest Airlines flight, because you actually did to our people. "Southwest Airlines management of the frontline staff, support and respect the work of frontline staff even unreasonable customers would rather offend, this high degree of recognition in exchange for the employees and the organization a strong core of cohesion. Apart from some rude customers, the more some can not create value, or only to create low-value customers, companies often have a large amount of energy, resources are wasted on these clients, but not for high-quality energy customers create more value, even ignore, turn away high-quality platinum customers.
Is also the example of Southwest Airlines, they divided into the customer level, the higher the level of the customer, providing more quality services, slowly, to produce more and more high-value customers, while the low value or negative value of the customer because not be taken seriously and slowly away. This resulted in operating costs remain constant, the efficiency is markedly improved. In the current buyer's market in this environment of full and learn to say "no" is also a business strategy, it will also create value for enterprises to improve performance.
See you, my customers
According to the industry, the customer's identity can take many forms, enterprises should jump out of the inherent thinking, find your target customers the true identity of the Dell INSPIRON 9300 Laptop Battery, while the profits will be with you the definition of this discovery and re-rolling.
