Taobao operation: How to maintain old customers in stores

　　I believe that sellers who have worked in Taobao know that the cost price of accurate traffic in Taobao is very high. It is best to run a store to attract more accurate traffic without spending money. However, the facts are often not as simple as imagined. I believe that many Taobao sellers have done paid promotions, and saving promotion funds has also become a problem that sellers need to solve. So how can we save promotion costs and obtain customer traffic? Today I will share with you a very practical method: maintaining old customers.

　　As we all know, as traffic becomes increasingly scarce, the cost of promoting new customers is very high. So how to cleverly reduce costs and gain new customers is the top priority. Because word-of-mouth marketing of old customers will bring us a lot of new customers, and the doubts about purchasing products will be reduced a lot.

　　Many sellers often think of doing paid promotions when their stores are less traffic, such as direct trains, Taobao customers, diamond booths, or sign up for some Taobao activities. But one of the most cost-effective methods is often overlooked, and the maintenance of old customers is done well. Relevant data shows that the cost of developing a new customer is 6 times the cost of maintaining an old customer, and old customers trust the store more. In addition to saving money, it can also bring higher ratings to the store.

　　So when will we start to maintain old customers, let the promotion costs be used on old customers, and do word-of-mouth marketing? Let’s share the following four steps to maintain old customers:

　　1. Collect customer information

　　Some sellers may not know how to collect customer information. They can select time in the Taobao Seller Center to directly export customer information, and then they can classify customers according to their own ideas. Also, it is to manage customers in the CRM system.

　　2. Establish customer files

　　If we collect customer information, we can create an EXCEL table for management. If we use the CRM system, there is no need to be such a hassle. Just manage it directly in the system.

　　3. Record customer data

　　What data should we record from customers? This must be considered based on the specific industry or category. Here we use women's clothing for analysis: the most basic information of users' age and occupation should be recorded, and then they will analyze their favorite product style and acceptable customer unit price. When the new product is on the shelves, it is recommended to customers based on these data. It is best to conduct a survey of old customers to see their hobbies, habits, etc. The more you understand customers, the more it is conducive to maintenance.

　　4. Return visits from old customers

　　The main way to follow up is to use SMS to follow up. First of all, we must provide good service, so that the buyer can be satisfied in both customer service and delivery process, and promptly notify the express delivery process by text messages. There are more things in after-sales service. For example, if you ask customers whether you are satisfied with the product, you can also send text messages to wish you during the holidays, and you can notify customers in a timely manner when new products are on the store event.

　　The above four points are our methods of maintaining and marketing old customers in the store. While we focus a lot of attention on attracting new customers to come and buy. Don’t forget that there is another more cost-saving and effective way to retain and maintain old customers. Please cherish your old customers and maintain them well, because every old customer is the wealth of your store.