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China Coatings Network
: With the rapid development of the Internet, e-commerce is popular in various industries, as a traditional industry of
coatings
industry is facing an unprecedented test. Although the low price of e-commerce is the biggest attraction for consumers, in fact, a good shopping experience and service assurance are the reasons for consumers to choose e-commerce. At this
, the
coating enterprises can only build better services to improve competitiveness, then offline sales services should be optimized?
offline stores can be divided into "in-store" and "out-of-store" two kinds. The main function of the store is to collect all kinds of information from consumers, and set up a system file, when in-store sales growth is slow, try to pass the preferential information to customers in a timely manner, and again guide them to the store to repeat consumption. And micro-blog, WeChat and other new media communication channels, can become the store "out-of-store marketing" the main means. Some brands have held with WeChat public number activity code to receive new gifts activities, so that a large number of house men, house girls and returned to the store.
offline shopping consumers, most like careful selection, left pick right pick, in-depth ratio, before making purchasing decisions, especially middle-aged and elderly, shopping cautiously conservative, like cheap. Offline to seize this group of customers, because they may be the most loyal customers offline in recent years, can not be underestimated. Be more careful about their services and stand up to tossing.
you can't complain about the customer's toss, so your business will be worse. Imagine that the service of the brick-and-mortar store is still not up to the service of the network, which is a shame. To be inclusive of consumers, you can win loyalty. If even such groups can not catch, how to survive offline? Customer's 'tough' picking is actually only a superficial phenomenon, it exposes the deep-seated problems in in-store commodity management, just need stores to optimize product management, increase service efforts.
in the process of online shopping, the general public will pay attention to customer evaluation, by the word-of-mouth effect is very important. Although offline can not give customers transparent quantitative evaluation, but can give customers more solid service than online, commitment. For example, the return system, quality three-pack commitment, points cashing mechanism, serious problems such as door service. Offline service, promise if you spell online, or can win the consumer's real-life shopping, but also win some online customers reversal.
to improve the real professionalism of sales consultants, to give customers is no longer a "commercial" gimmick, but a real "tailor-made" customer service program. Professionals can provide gold-containing offline services, which is currently e-commerce services can not be given, can become one of the competitiveness of stores.
is also an outstanding representative of the "user-centric" offline brick-and-mortar store. Putting aside the offline physical stores themselves product characteristics and regional differences, Oriental Hotel, underwater fishing and so on really let consumers pursue the essence of what? They are better able to meet the needs of consumers. Those who strive to find the customer's inner needs, just right to meet, and do a good job of pre-sale, medium and post-service enterprises, will certainly win customer loyalty, standing in the forest of competition, headwind growth.
coating enterprises need to do a medical examination for themselves again, re-recognize themselves, recognize their own advantages, establish a "true sense of service, implement service implementation details, adhere to customer-centric, enhance interaction and awareness, with a professional team, to establish their own service system."