Doing marketing work should often summarize their work, so that they can constantly improve their own working methods and improve their business ability. Below I have compiled a few "marketing work summary sample 2019" for you, just for reference.
Marketing work summary sample 2019 (a)With the rapid development of electronic technology, self-service banking, online banking, telephone banking, mobile banking, etc. following the introduction of the majority of the people to experience the results of high-tech fast and convenient. But automatic deposit machines, automatic teller machines, multimedia tools and other such high-tech machines, but also make customers feel a little cold, middle-aged and elderly customers are even more to these modern high-tech electronic equipment feel helpless. Modern people not only need convenient financial management tools, but also desire to get emotional communication between people. Counter, this bank and customers face-to-face communication and exchange of square inches, for the bank and customers to add a strong emotional color.
Counter marketing is a promotional means of bank marketing, in a narrow sense is the use of existing counters and personnel, for customers to handle business at the same time, the customer needs other financial products marketed to customers. Banks provide products in fact, the essence of all contain services, some products and even direct expression of services, financial products is a carrier of the bank to provide services. The quality of financial products, in addition to value-added, is the level of service. It is also one of the important reasons why customers choose banks. So, how to do a good job of counter marketing, maximize customer satisfaction, cultivate customer loyalty, and achieve competitive advantage? In the long-term counter service, there are the following points summarized:
First, no one will refuse to smile.
Smile, is an outpouring of self-confidence, is a silent language, conveying a friendly message, is the most rich, most infectious expression in people's interactions. The counter is the window of the bank, and the mental outlook of the counter staff represents the management level and image of the bank. The marketing skill and enthusiasm of the counter staff is one of the important factors in determining the market share of the bank's financial products. If customers come to our counter when they see an expressionless face at the counter, will they come back again? The answer is obvious!
Whether it is too much stress at work, or tired, whatever the reason, you can not put on a debtor's face. This will make the customer feel that he is unwelcome and will cause dissatisfaction and turn many customers away. To be honest, in the face of all kinds of people in this world, it is very difficult to make everyone 100% satisfied with their work. So, what should we do? A smile is a weapon that can do no harm. Maintain a good state of mind, develop the habit of smiling, which for their own no damage, but has given others a good impression, in the hearts of others to cause happy **** Ming, so that customers walk into the bank feel the enthusiasm, even the first time to the bank for the business of the customer will not feel intimidated. As long as we really give, will certainly be rewarded, for others to bring happiness, will make themselves happier. Our heartfelt smiles have greatly increased customer satisfaction.
Customers in his request can not be met, sometimes angry at you, then, smile is the secret weapon, as long as the reason to let the three points, keep smiling, calm and patient explanation, full statement of reason, I believe that the customer will slowly calm down. So, don't be stingy with your smile.
Two, knowledge is power.
There is a good saying: the difference between people is actually the difference in learning ability. Due to the differences in personal qualities, experience, and degree of training resulting in high and low levels of service, we need to learn and train to master the characteristics of various products and the applicable population, and make personalized recommendations to customers, such as recommending local and foreign currency notice deposits, convergence treasure, credit cards and other products to high-end customers, and recommending local and foreign currency a book of ordinary customers, foreign currency exchange, and the agency business. The company's business is to improve its ability to analyze and deal with problems, improve service quality, and enhance customer satisfaction and loyalty, so as to retain customers, win their trust, and the marketing will be successful.
Three, think differently, strengthen communication.
We need to establish the idea of transposition thinking, from the customer's point of view, think about what the customer thinks, anxious customers, and strengthen communication. First, we must strengthen the communication between internal departments, rationalize the business process, to eliminate the lack of internal coordination and service quality problems. There has been such an example: our commitment to customers is a credit card replacement card five working days to take, the results of the card department blank card run out, has been to the accounting department to put forward the needs of the accounting department said that we have to wait for the office to arrange a car in order to go to the provincial bank to get a blank card, resulting in the time to the customer can not get the card, resulting in a very bad impact. At that time, the customer felt very angry, made a complaint and asked the teller and the supervisor to lay off. Similar to such a situation smile service, patient explanation is useless, the clever woman is difficult to cook without rice. The customer's attitude is inexcusable, which is caused by the lack of communication and coordination between the various departments within the bank, the bank broke its promise. Are there fewer examples of counter staff suffering shell-shock from customers for similar reasons? Therefore, we must first of all achieve smooth internal communication and adequate coordination to ensure that every link is functioning properly. Secondly, we should strengthen communication with customers. Do not bring their own personal emotions to work, every day with a full spirit and serious attitude to face the work, when the customer in the narrative of his needs, we have to be the best listener, listen carefully to the needs of customers. From the customer's point of view, timely for the customer to put forward in line with the interests of the customer's financial advice, so as to realize the real communication with the customer. In order to provide customers with a full range of services, so that customers get beyond the expectations of the needs.
Four, make full use of self-service equipment, reduce counter pressure.
The counter as a sales channel, not just deposit and withdrawal business, collection and payment of various fees, a variety of forms of wealth management and other new business varieties continue to launch, which undoubtedly increased the pressure on the counter. If the teller from the beginning of business to the end of business in front of a long queue, then where is the time and energy to carry out marketing? Therefore, we have to be scattered customers for simple business guide to self-service equipment, online banking, telephone banking and other channels, appropriate to reduce the work pressure on the counter staff can specialize in some complex business, while actively marketing, so that not only reduces the phenomenon of queuing, improve the efficiency of the work, but also for the customer to save a lot of time, the level of service is ultimately to be ensured.
Fifth, targeted, differentiated marketing.
The law of two or eight in marketing tells us: 80% of the profits of the enterprise is created by 20% of the customers, and 80% of other consumers only create 20% of the profits. How to tap quality customers, retain old customers, and strive for new customers is a top priority. Banks have the unique superiority of holding a large amount of customer information, we can according to the customer's personal age, gender, occupation, income, literacy and other circumstances for market segmentation, according to the different needs of customers in different segments of the market, to provide differentiated convenience services and supportive services in order to achieve high-quality undifferentiated. When dealing with high-end customers or old customers, if you can take the initiative to greet customers, accurately address a Mr. or Ms., indicating familiarity with the customer, so that the customer has the feeling of being valued, and then go along with the trend of marketing new products, I believe that there are twice the result with half the effort; another example, for the first time in contact with the bank's new customers, you should take the initiative to enthusiastically introduce the varieties of services, ways, and in due course, for the customer's financial management as a good counselor, accurately and quickly, and do a good job! The first thing you need to do is to get your hands on a new computer, and you'll be able to do it in a way that's easy to understand.
How to do a good job of counter marketing? The first thing you need to do is to get your hands dirty. The traditional concept of service that customers come to the guests, pour a cup of tea, send a glass of water is quality. In fact, it is not, with the accelerated pace of life, the city's modernization level continues to improve, accurate, efficient, fast is what people advocate quality service. Innovation of financial products and service products, hardware and equipment to improve the competitors as long as the investment of resources, it is easy to achieve; only high-quality service as an entry point, the formation of a distinctive style of service, in order to make it difficult for competitors to imitate the success of a short period of time, we can only be invincible in the fierce competition!
Marketing Work Summary Sample 2019 (2)The year is the opening year of our bank, under the care and support of the bank's leadership, the marketing department has formulated a well-thought-out work plan and work measures, and resolutely carry out the work ideas formulated in the relevant work conference to ensure a good start and a good start. The company's business is a good place to start, and the company has made a lot of progress in the past few years.
First, the main business operating indicators to complete the situation
(1) the Department of the deposit stable growth. By the end of the year, the entire department of the various RMB deposit balance of 24.42 million yuan. The increase in personal savings and public deposits will become an important source of deposit growth for the Ministry.
(2) the loan scale increased, the structure continues to optimize. At the end of the year, the loan business totaled 12, the balance of all loans 58.55 million yuan, mainly increased investment in good customers and small and medium-sized enterprise liquidity loans and other low-risk loans; of which 2 individual high-quality customer loans, enterprise liquidity loans 10, the level of collection of interest is good.
Second, the main work measures and successful experience
(a) segmentation of the market, accurate positioning, seize the key, active marketing. 2019, the Department is mainly aimed at individual quality customers and small and medium-sized enterprises to carry out financial services. After clarifying the target positioning, the department staff actively work to expand the market in all aspects. Highlighting the competitive advantages and attracting customers with high-quality services, we strive to outperform other banks in the depth and breadth of services.
(2) adhere to the variety of innovation and service innovation, multi-directional development of business. We have been working hard on the savings deposit battle, focusing on securing valuable private customers and vigorously marketing the savings business. First, carry out standardized service, improve service level, provide standardized service for depositors; Second, increase the scope of marketing, all mobilized, targeting the surrounding merchants, households and old customers, effectively absorbing savings funds. The third is to increase the publicity, take the opportunity to enter the community activities, carry out the "anti-jiǎ coin knowledge seminar", to business publicity as a medium, into every corner of the community, to increase the bank's penetration of the community business market, publicize the bank's business, improve the bank's social visibility.
(C) Increase loan marketing efforts to expand the scale of loans, and constantly optimize the credit structure. In order to enhance the long-term development potential, we have attached great importance to accelerating the loan marketing work from the beginning, and actively strive to expand the scale of the loan to drive the public deposit business and settlement business. First, loan marketing for good customers, targeting high-quality customers and actively marketing loans. At present, two individual loans for high-quality customers have been completed. The second is to increase the marketing of small and medium-sized enterprise loans, such as Chengda, Hanqing and other projects. The third is to actively cooperate with the guarantee company, through the introduction of the guarantee company, to reduce the risk of credit management.
(D) abide by the rules and regulations, conscientiously fulfill their duties, strengthen management, and comprehensively improve the level of credit asset management. Our account managers are able to carry out pre-credit checks in strict accordance with the bank's regulations, and actively cooperate with the credit management department to carry out post-credit management checks and other work, and strive to ensure the safety, liquidity and efficiency of the bank's credit assets.
Three problems and difficulties in the work
(a) From the objective environment, because our bank has just been established, there is still a single means of business, the social cognition of the low and other problems, the marketing work has a certain impact.
(b) From the business performance, RMB deposits have been hovering at a relatively low level for a long time. As the marketing department of the bank, it has not met the requirements of the business leader and needs to be emphasized and improved.
(c) From the subjective efforts, we still have many shortcomings. First, the enthusiasm of the staff is not well played out. Some employees are not enough attention and enthusiasm for work. Secondly, there is the phenomenon of treating work loosely before tightening, resulting in passivity in our work. Third, there is no spirit of in-depth study in the work of the spirit of encountering difficulties or problems when there is no in-depth thinking, not enough ways and means of work. Fourth, the level of service is not competitive enough, there is no obvious qualitative improvement, and the bank's current rapid development does not match. Fifth, the marketing effect is not obvious, should increase marketing efforts and precision, to ensure stable and rapid growth in efficiency.
Four, the future work intends
(a) to strengthen the department's staff learning, improve the staff's own comprehensive quality.
(b) strictly abide by the rules and regulations, conscientiously fulfill their duties.
(3) In doing credit business, pay attention to credit risk, and actively cooperate with the credit management department to ensure the safety of credit assets.
(d) Strengthen team building to ensure that the work is coordinated, unified and efficient.
(e) Deepen marketing awareness, actively explore the market, and make every effort to make the bank's deposit business have rapid growth.
The above issues will be the focus of the marketing department's future work to improve and improve, in the future, we will strictly strengthen the management, increase marketing efforts, high standards and strict requirements, under the correct guidance of the leadership of the bank to continue to improve, and constantly improve, and strive to do a good job in all work tasks.
Marketing Work Summary Sample 2019 (3)Since I was employed in the company's marketing department at the end of last year, I have actively launched a series of market research, center opening and center promotion under the correct leadership of the leadership. In the blink of an eye, the work of 2019. Looking back on the work over this period of time, despite the meager contribution of the marketing department to the company, it has finally taken the first step in development. In the company's work in a few months, completed some work, accumulated some valuable experience from which made some gains , but also clearly recognize some of their own shortcomings in the work, the following is their own summary of the work aspects of the year.
A market research
1, the collection of market information
The medical industry market information is mainly through the network, the media in the start of the collection, mainly through the medical industry, medical-related industries, hospitals, such as word-of-mouth information collected. Channels include: government agencies, medical institutions, financial institutions, gazettes, new regulations in the property industry; property associations, institutions and organizations to publish information; information provided by research institutions in the property industry; advertising agencies, the media, and the public **** library, the property industry, market-related information.
2, information analysis and screening
Project information including proposed, under construction projects, according to the function of classification summary, and the information of each project building profile, developers, users and other further investigation to confirm and improve the information, as a first-hand information for business development. In addition, project information needs to ensure its accuracy and timeliness.
For the market research collected by the business development of all the information involved in accordance with the competitors, investors, developers, owners, industry authorities around the world, the property industry policy and other aspects of the classification and summary, integration and archiving.
3, the establishment of the market information base
The market should establish its own database, through the collection of information on the reasonable classification and systematic integration,
market research to collect all the information collected in a timely manner to enter, will provide a convenient way to work in the future. At present, the amount of information on all aspects of the medical market is relatively small and not very comprehensive, and will be further improved in future work. Deficiencies and improvement measures:
1) Some of the information is wrong and outdated, which affects the promotion process, and the accuracy and timeliness of the information should be strengthened in the future market research work.
2) market research is not enough, need to strengthen, expand more research channels, put more energy into the research work, in order to get more and more comprehensive market information.
3) Information is not systematically integrated, not easy to access, the need to establish a perfect marketing department information base.
Second, the opening of the center
The opening activities this year also did a lot of the opening activities cost high and the effect is not particularly good. I think it would be better to put the cost of opening activities on publicity or promotion. Existing shortcomings and improvement measures:
The opening activities as much as possible to cancel, or in the form of expert lectures. Polyamorous media, try to bring patients in as short a time as possible.
Third, the center of the promotion
1, soft: this year, xx202 hospital has twice published soft in Liaoshen Evening News, achieved a return rate of 1 to 2.5 or more. The soft form of relative to other forms of publicity lies in the need to publicize the content of a readable way to disseminate. It is relatively easy to achieve good results. However, due to the offline soft carrier only exists in newspapers and magazines and other forms of publication, so the price and the number of publicity is limited. So in the future the choice of publicity to minimize the choice of large cities or fast-paced life in the city to choose this kind of publicity, and in small cities or published in inexpensive areas can be used in this way.
2, rolling subtitles: Flying broadcast advertising is this year in a number of small and medium-sized cities in the means of publicity, flying broadcast propaganda is inexpensive, extensive publicity area, and because of the broadcast through the local cable television stations, so the local has a certain viewing mandatory, to achieve certain results. However, due to the increasingly strict national radio and television management and restrictions in the future, the future of this means of publicity may be with the strict control and gradually canceled.
3, radio advertising: radio publicity in the current year for several publicity, have not achieved good results. Radio content and thematic interview programs did not achieve good results. However, the advantages of radio is relatively low cost, the target audience age group fits the company's equipment audience age group, and the crowd has a stable listening habits. The next publicity can be changed from a fixed radio and special lectures to ask the department experts to be a guest on the radio station's medical program, you can target this population for specific publicity and answers.
4, newspaper news: newspaper news publicity has the highest credibility and very low cost of the two characteristics, often used in the opening activities of some interviews and filming. Later, unless there is a very good news point or training sessions and other activities, or less likely to find a reporter again to publicize the nature of the news. Due to the very high credibility of this type of publicity, the manufacture of appropriate news points will give the equipment to bring better publicity
5, training sessions and gifts: as the organizer of the training sessions need to invite experts to the field for training, the future referral has a very good role, but the disadvantage is that the cost is relatively high. And the effect is relatively slow. If as a sponsor of other meetings, be allowed to carry out a period of time to speak or have a booth can have a relatively good cost-effective and certain publicity effect, less risky.
6, community activities: community activities is the future direction of the focus of promotional activities. Community activities directly enable doctors to face the patient, through direct communication for one-on-one promotional activities. And the cost is low, while bringing the most direct revenue effect.
7, video advertising: video advertising audience is very large, although there is a very good publicity effect, but because of the high price so can not be publicized in large cities. The future direction of TV video advertising is to shoot longer promotional videos, targeted publicity in small cities. Deficiencies and improvement measures:
This year we also used a lot of ways to promote the year, the effect of the soft text, community and radio is still good, the future we will put the soft text and the community as the top priority of publicity.
Fourth, personal summary
Only correct their position, familiar with the basic business of the department, in order to adapt to the new workplace as soon as possible, no skilled professional knowledge, can not be competent for this work, familiar with professional knowledge is a prerequisite for good work. Due to the relatively small amount of work practice, lack of relevant work experience, there are still many shortcomings in the work, they should consciously strengthen their own learning and cultivation, and strive to adapt to this part of the work. So in addition to their own to make up in a short period of time, but also very much in need of leadership and colleagues of the teaching and supervision.
They have to take the initiative to integrate into the collective, deal with all aspects of interpersonal relations, in order to maintain a good working condition in the new working environment. Attitude determines everything, the market competition is becoming increasingly fierce, the market mechanism will be more standardized, each company, each person will face constant change, and there will be new challenges in front of them, what kind of attitude to deal with it, they will get a kind of what kind of results. Patiently and carefully do the work attitude is a commitment to their own, work to develop a good attitude in order to win the general manager and colleagues recognized.
It is necessary to adhere to the principle of implementation of the rules and regulations, and seriously do the management, in order to fulfill their due post duties. Job duties is their own work requirements, but also to measure their own work good and bad rating standards, they are engaged in business work, must always be the job duties as a measure of the standard, from the work of a little bit of work, strictly in accordance with the terms of the duty to require their own behavior. Strive to make the leadership satisfied, get the leadership of the first and trust. To maximize the value of their work to show.
To establish a sense of service, strengthen the ability to communicate and coordinate. Efforts to improve their own implementation of the work, in order to do a good job in their own work. Work themselves always remind themselves that there is only a superior-subordinate relationship in the work, whether it is part of the work, part of the work are treated equally, the leadership of the work arranged by the leadership can not have the slightest sloppiness and slowness in accepting the task, on the one hand, to actively understand the leadership of the intention and need to meet the standards, requirements, and strive to complete the required deadline in advance, on the other hand, we must actively consider and add to the perfect. In order to better assist the work of other colleagues.
The work of the Ministry of Marketing is my responsibility, but I relatively do things more miscellaneous. Market promotion and advertising, market promotion and advertising to do the most is our offline publicity, for the promotion also want a lot of methods, for advertising also racked their brains, newspaper entrainment, portal advertising, body ads, elevator ads, soft publicity, television broadcasting, community activities, and so on think a lot, also prepared a lot of, but as we are a developmental company, and can not be compared with large companies, it is not a good idea to take money to hit the market, that is not the case. Take money to hit the market, that is impossible. Every penny should be spent on the knife edge, the boss is open-minded, big money can not afford to invest, we can use small money. Neck, shoulder, waist and leg pain is the world's oldest problem, neck, shoulder, waist and leg pain is mostly chronic strain and aseptic inflammation caused by pain in the diseased area, swelling and even functional limitations of a group of diseases. Common diseases include: cervical spondylosis, frozen shoulder, tenosynovitis, lumbar disc herniation, lumbar muscle strain, osteophytes and other diseases. Because of the insidious onset, atypical symptoms or pain that fluctuates from time to time, and sometimes even relieved on its own, it is not recognized by the majority of patients, thus missing the best time for treatment. After a year of accumulation, we would like to focus on community referrals.
I would like to thank the leadership for giving me this platform and support and teaching. In the future work, I will actively learn from the work experience, to overcome the shortcomings, love and dedication to their work, correct their poor working attitude, feel the practice. By watching, learning and practicing more to improve their skills in various businesses, to do better. I also hope that our collective in the new year continue to shine new luster and glory.