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为何有些企业生意鼎盛,顾客盈门;而另有一些企业死气沉沉,门可罗雀?国外一项“顾客为何不上门”的调查显示:3%是因为搬家;5%因为和其他同业有交情;9%因为价钱过高;14%因为产品品质不佳;68%是因为服务不周。想一想,一位顾客将他的不满告诉亲戚朋友,这些人可能再继续传播……现代的市场和商品,为顾客提供了太多的途径来“绕开”他们的“不满”。我们习惯于用一些统计数字来评估企业的成就,殊不知真正决定企业成功的因素是顾客和员工的态度。让顾客满意,你便能赢得且保有更多的顾客。要想获得生意成功,我们首先应明确:
Why are some companies doing well in business and customers out there? Others are dead-hearted and desperate. A survey of a foreign country’s “why isn’t a customer?” shows that 3% is because of moving; 5% because of friendship with other companies; 9 % Because the price is too high; 14% because of poor product quality; 68% because of poor service. Think about it. A customer tells his relatives and friends about his dissatisfaction. These people may continue to spread ... modern markets and commodities, providing customers with too many ways to “do away” their dissatisfaction. ". We are accustomed to using a number of statistics to assess the company’s achievements, but do not know the factors that really determine the success of the company is the attitude of customers and employees. By satisfying customers, you can win and retain more customers. To succeed in business, we must first clarify: