The premise of customer referral is to do customer service well.
High-quality service and satisfactory results are the basis for customers to recommend customers.
Customers who make a deal must have experienced the service of the clinic, so they will naturally have their own comments on the service: satisfaction, neutrality and dissatisfaction.
Different customer types need different treatment methods, which can guide them to make recommendations in different ways.
Satisfied customer
This kind of customers are happy to introduce Amway to people around them, but most of them are passive recommendations, and customers will only recommend it if they remember. For example, someone just mentioned oral problems or asked where to see a reliable dentist.
So for satisfied customers, you can take the initiative to remind customers to make recommendations for you and let them introduce you to customers.
Clinics should take the initiative to provide suitable opportunities and materials, such as well-known experts sitting in the clinic, activities/welfare, introduction of tweets/videos, etc. The driving force of customer satisfaction lies in the sense of identity, and interest incentives are auxiliary, which need not be overemphasized.
Neutral customer
Their evaluation of the service results is general, and they don't really recognize the service of the clinic. Without incentives, it is difficult to produce referrals.
On the one hand, this kind of customers should follow up the reasons of dissatisfaction, so that they can gradually become satisfied customers. On the other hand, at this stage, they mainly pursue interests, so appropriate incentives are the key.
Dissatisfied customer
This kind of customer is also the most difficult. We should follow up the causes of negative comments as soon as possible, and help customers to reduce/solve the adverse effects as much as possible with a sincere attitude of solving problems. If handled well, such customers will become the most loyal supporters of the clinic. But if you can't handle it, don't touch them for a while.
The effect of referral is getting worse.
Let's see what affects the effect of referral.
I don't know what the advantages of recommendation are.
The clinic does not have a clear referral policy, so it may worry a lot, or it may not think clearly about the benefit distribution of referral, so it cannot be accurately conveyed to customers, resulting in confusion or complete confusion of information.
I don't know how to recommend it
You should know that customers are afraid of trouble, and don't expect customers to spend energy thinking about the highlights of the recommended clinic, what the specific copy is, how to introduce it, how much discount and so on. None of this can solve the referral problem.
After the recommendation, the conversion is too bad to get the reward.
Customers refer a bunch of customers, and then the conversion cycle, the conversion ability of the clinic, the attack of competitors and other factors affect customers to find that few transactions are converted. According to the traditional mechanism, customers are not rewarded, and the enthusiasm for follow-up is of course difficult to guarantee.
The introduction of the national referral system has completely solved these problems.
Universal recommendation system is a fission promotion tool, which aims to promote and empower enterprises to establish their own sales network. By opening up online and offline recommendation scenarios, the recommendation process becomes standardized, streamlined and data-based, and the network of contacts is used to create clues, constantly broaden the channels for promoting customers and help sales and enterprises build their own sales networks.
Sales can invite colleagues in the enterprise, friends outside the enterprise, or old customers to become their partners in various ways. Partners recommend customers to sales and promote them to help sales get better transactions, and they can get commission rewards after the transaction is completed; Each partner will have a push system bundled with the corresponding sales, continuously spread the intelligent materials and content marketing system of the enterprise, realize word-of-mouth promotion and continuously introduce customers.
The Value of National Referral System
Accurate customers, customers introduced by partners are more accurate;
The success rate is high, and the transaction probability is higher through the credit recommendation and word-of-mouth power of partners;
Lower cost, no need to invest in marketing and promotion expenses, just set up rewards;
Time-consuming is shorter, and the transaction time-consuming cycle is shorter through the credit recommendation and word-of-mouth power of the partners;