[China Glass Network] Customers will change suppliers for four reasons. Here's how to make these reasons don't appear in front of your customers.
If the customer leaves you to find another supplier, it is your fault. Therefore, you better understand why they leave you and what you must do to keep your existing customers loyal to you. Here's why they left and what you have to do to stop this from happening.
1. Competition weakens your price
This kind of problem only occurs when you allow your product or service to be easily copied. For example, if you sell paper to a large company that prints itself, they will eventually find another person who can provide them with paper at a lower price.
To avoid this problem, provide personalized and not standardized products and services. Constantly improve the personalized "grade", so that competitors will not be so easy to touch this customer, and it is not so easy to replace you.
For example, instead of providing printing paper, you should provide editing, proofing, and binding services for your customers' more important documents.
2. The customer got a bad service
Nothing is more like losing money to customers than they are when they really need your support. That's why those who say that customer service costs are a business cost and should be cut to a smaller size are simply crazy.
If you treat your customers very badly, then you will have a sour taste in their mouths. This is a taste that will never disappear, so as long as the customer has other options, they will leave you to choose others.
Only when everyone in your industry provides the same poor service (just like an airline) can you retain them while offering them to customers with poor service. Even so, a competitor becomes smarter and knowing how to make your customers happy is just a matter of time.
3. Your product quality has dropped
If I see this happening once, I will see it hundreds of times: a company with great products feels that it can be more outsourced by exporting production to China or other places where it has taken shortcuts as a way of life. Earn a little profit.
The result is inevitable: the product looks like a previously great product, but it quickly breaks down (or doesn't work at all) because the manufacturer uses unqualified materials for $0.00000001 per product.
Yes, the decline in the quality of this product can be prevented, but it can only be prevented if someone in your company is willing to “drive the cattle in the entire supply chain†and strictly check each part of each project. (For example, Apple is very good at it.)
4. Customer needs have changed
This is always the case, because the world of business itself is constantly changing. The challenge you face as a supplier is to continuously expand your products and services before customers leave you because of changes in demand.
To do this, it is not enough to communicate with your customers frequently. You must anticipate your customers' situation in the next year or two and start preparing long before the customer arrives there.
Customer betrayal should never be an accident. If this is the case, you are not really concerned about what is important to your customers. In this case, you need to carefully adjust your priorities, because your strategy is a path to decline.
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