Dec6 Taobao Experience Published on 2010-12-06 16:12 Category: Views: Comments: 1 [Let me say a few words]
For these sellers who open Taobao/Paipai online stores, the importance of old customers doesn't need to be reiterated. There is a research finding that the cost of acquiring a new customer is five times the cost of maintaining an old customer. It's clear how necessary it is to maintain your old customers, especially for sellers whose shops are already quite large. For example, if you're already a seller with one crown, then the total number of customers who have transacted with you is around six or seven thousand people. If you can properly maintain relationships with so many customers, compared to trying every day to find new customers, which is more effective doesn't need to be said.
Of course, it's not that many sellers don't know the importance of maintaining old customers; rather, they feel it's difficult to do so and lack good methods. For Taobao sellers, although many will add customers as friends and then send mass messages to their friends at irregular intervals, this is the common method most sellers use to maintain old customers, but the effect isn't very good. The reasons are as follows:
1. Many buyers only log into Wangwang when they want to buy something, and once they've bought what they need, they log out. Your greetings or promotional information cannot be quickly conveyed to the buyer, and over time, the buyer will almost forget about your shop.
2. Buyers don't like being disturbed. Who likes to log into Wangwang and immediately hear "ding ding..." with a bunch of advertising messages? As a result, they just close all the messages without even thinking about whether they came from sellers they previously collaborated with.
To successfully maintain a group of old customers, it mainly involves interacting with customers regularly, and it shouldn't just involve sending promotional information each time. For example, if you sell women's clothing, sharing knowledge about clothing coordination with them would make them feel more favorably towards you and remember your shop.
How can we conveniently interact with customers without incurring high costs? The simplest and most effective method is to create a QQ group. QQ has advantages that Wangwang cannot match, and QQ groups are much more effective than Wangwang groups. How exactly should it be done?
1. Create a QQ group. I won't go into the details of how to do it, but I suggest sellers activate QQ membership, which allows you to create a high-level group of 200 people, much larger than a regular group of 100 people, making it easier to increase activity!
2. Edit a quick message on Wangwang inviting people to join the QQ group. For newly transacted customers, send this message inviting them to join the QQ group. For example, if you sell clothes, you could say that if they are interested in new styles and dressing tips, they can join your QQ group. This way, if there are any post-sales issues, they can easily contact you, and you will also share information about new products and fashionable dressing tips...
3. When giving evaluations to customers, also include this sentence inviting them to join the QQ group.
These are all simple operations (if you have other good methods, you can also share them with me). The advantage of this method is that all the customers who join the group have purchased from your store before and already have some understanding of your product quality and service. You should note that after sending the invitation, don't worry if someone chooses not to join the group, it's their freedom. Customers who agree to join indicate that they have a need in this area, meaning those who join the group are high-quality potential customers, making maintenance more targeted.
What can we do with the QQ group?
Still using the example of selling women's clothing, apart from sending pictures of new products, listing information, and sharing some clothing coordination knowledge, when you already have two or three high-level groups of 200 people, can't you organize group buying within the group for your own shop? Can't you encourage group members to purchase when you promote certain items? Don't worry about running out of goods, worry about not having enough goods. Once the number of old customers accumulates to a certain extent, their usability is very high, as long as you take the initiative to discover opportunities.
This article will end here. If this article solves your problem of how to maintain old customers but you're still worried about not having hot-selling items in your shop, then I recommend you read another article on this blog. Welcome to join this blog's online store promotion exchange QQ group: 117296030.