The Continuity and Development of Hot Products-Customers

　　The corporate culture that customers first. I think this is a very critical point. We say that things like culture and values ​​may be relatively empty and feel a bit big. But I think values ​​are necessary. If the boss does not have this awareness, then you hope that the employees will help you. I don’t think it’s possible. I think only if the boss has this awareness can this culture be born. Taobao is the service industry itself.

　　That is to say, only if we have customers can we have a future. I often tell our employees that we should be grateful to customers. Many of our things come from customers and there is no reason to get angry with customers. Perhaps he has done something a little bit, and this is the key. Ren Zhengfei once said: "Resources will be exhausted, but culture will last forever." In fact, it can touch my point. Only with this kind of culture can the post-80s and post-90s have the mentality of continuously serving customers. Service sometimes requires skills.

　　We may not be the first to do this, that is, our team needs to admit and learn to take responsibility, and regularly conduct technical training on the team, so that they will be half successful. 》》》The continuation and development of hot products--marketing

　　The second is customer classification. I think this is also a kind of service. Then explore the customer's needs and give a little something. The classification can be divided into how many times you bought, what shoes you bought the second time, and then give gifts that are more suitable. The third is that many problems can actually be solved with services. In May last year, I got the money because of service issues, and then I was facing the embarrassment of not having goods for seven days. On Taobao, we all understand what it means to not ship goods for seven days, which means that the store will be hung up. I just want to make the customer comfortable, and work overtime to call the customer to explain.

　　If you can wait, I will send you a discount coupon of RMB 5, or just give you a cashback. If you can't wait, then you will get a return. Later, I asked a friend to write an apology letter and told them how this baby was sold better and was more popular. I'm sorry that this thing was late. It was all handwritten, and then I copied it and signed it. Even if you say you will be our member customer in the future. If you buy our products, you will get a discount when you come here in the future. Later, the return of the goods was returned, and the store was doing well at that time. This means that service can solve many problems.

　　Also, use software to notify customers, so that our chat will be more targeted and the service needs to be persisted. We are not able to overcome the good things in our industry, but we are actually quite happy. I feel that their customer service is more friendly and comfortable, and their service is very good. In fact, the reason for purchasing is very simple. Sometimes I might just want to experience it.

　　Another thing is that the service needs to be updated continuously. Because the entire industry is constantly improving now, because you may do this today, and everyone will do this tomorrow. After everyone does this, it may become a standard for customers. So our service is to innovate, so we have to think about how we do it to make customers feel that our service is great value.

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