如何維護客戶關系，讓顧客感到自己受到了重視從而建立持久的客戶關系，能為你帶來豐厚的回報。讓顧客滿意并維持好客戶基數(shù)能為將來的收入和利潤提供重要的保障?？诒彩且粋€殺手锏，忠誠的顧客會向其他人推薦你。所以你需要通過提供優(yōu)質(zhì)的服務、持續(xù)的客戶溝通及建立良好的客戶關系來改善和維持客戶關系。

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一、 提供優(yōu)質(zhì)的客戶體驗

Keep the focus on quality.The best way to earn loyal customers and business is to offer a higher quality product or service than your competitors.Other strategies are simply there to retain customers already impressed by your product quality.Refine your offerings constantly, making sure that they are as close to perfect as possible　Focusing on quality will lead to more recommendations, repeat sales and brand loyalty than any other strategy.　Accordingly, make sure to work on this aspect of customer retention first.

重視產(chǎn)品和服務質(zhì)量。贏得忠誠的顧客和訂單的最佳方式就是提供比競爭對手更加優(yōu)質(zhì)的產(chǎn)品質(zhì)量和服務。其他的策略只是幫助維持已經(jīng)被產(chǎn)品和服務吸引的現(xiàn)有客戶。要不斷改善服務，確保它們總在向完美靠近。專注于產(chǎn)品的質(zhì)量會比其他策略為你帶來更多的老客戶推薦、回購以及品牌忠誠度。所以，一定要在維護老客戶方面進行努力。

二、讓良好的客戶體驗感持續(xù)

Even the highest-quality service or product won't lead to high sales if only a couple of customers actually receive that level of quality. Consistency is the key to building a reputation for quality and dependability that will lead to customer loyalty. Make efforts to ensure that every point of contact with your customers, from in-store interactions to online responses, represents your brand and the level of quality you seek to provide. This also applies to products, which might require excessive testing or quality control to ensure consistency.

即使是最優(yōu)質(zhì)的服務品質(zhì)，如果僅有幾個客戶獲得了這種級別的服務品質(zhì)，也不會帶來高銷售額。始終如一的高品質(zhì)服務和產(chǎn)品是帶來良好聲譽和客戶忠誠度的關鍵所在。不論在店內(nèi)銷售還是在線答疑，每次接觸客戶時的表現(xiàn)都代表你所追求的品牌價值和服務水準。對于需要進行大量測試或者質(zhì)量管控才能維持一貫水準的產(chǎn)品來說，這點同樣適用。

Train your staff as intensively as is required to reach a consistent level of quality.

盡可能的去培訓你的員工直到能夠達到保持產(chǎn)品服務質(zhì)量始終一致的水準。

The cost of consistency may sometimes be high, but customers are often willing to pay more if they know they're getting a great product.

維持產(chǎn)品質(zhì)量的高水平，可能會造成較大的成本，但是當客戶知道他們獲得的是優(yōu)秀的產(chǎn)品和服務時，他們情愿支付更高的費用。

三、講究誠信

Customers never want to feel as though they've been cheated or swindled. Keep your policies honest and simple to avoid confusion. For example, be clear about return policies to prevent angry rants about refunds. Neither your marketing materials nor your employees should make any false promises about your product or service. When needed, accept responsibility for a failure or misstep. Showing honesty over time and throughout your organization can help build customer trust.

顧客永遠也不希望感覺自己上當受騙。讓你的政策要講究誠信和簡單的原則來避免顧客不必要的困惑，比如要明確退換貨政策，避免不必要的爭吵。不論是產(chǎn)品推廣資料還是公司員工都不能向客戶做關于產(chǎn)品和服務的不真實承諾。萬一不幸發(fā)生這樣的事，一定要敢于承擔自己的錯誤和失誤造成的責任。長期并且貫穿整個公司的誠信原則能夠幫助你建立客戶信任度。

四、 跟蹤記錄業(yè)務情況和客戶預約信息

A task management system is another useful tool for nurturing relationships. Having an online list of tasks to complete for each customer helps you meet their expectations and prevents you from missing important deadlines. When your box of candles arrives at their store on the exact day requested, you’ve created a “moment of magic” for that customer. The same goes for meetings: a task manager can remind you of meetings to ensure that you won’t miss any appointments, which would damage your credibility.

任務管理系統(tǒng)是另一個能夠幫助你培養(yǎng)客戶關系的有利工具。為每個客戶制作一份在線業(yè)務清單能夠幫助你達到客戶預期并防止錯過重要的截止日期。當你的盒裝蠟燭在指定的準確日期到達客戶的店面時你已經(jīng)為客戶創(chuàng)造了一個神奇時刻。業(yè)務清單同樣適用于會議: 任務管理器會提醒你會議時間來確保不錯過任何預約，錯過預約會讓你的誠信度遭到破壞。

Stay organized with your project or customer information too. You don't want to lose points because you lost track of crucial order or contact information.

清晰了解公司項目和客戶信息。你不想因為找不到重要的客戶訂單信息或者聯(lián)系方式而失分。

五、提供優(yōu)質(zhì)的客戶服務

In addition to providing great service before the customer makes a purchase, you must also provide great support after it. Bad support can lose you customers and create bad press for your business. To avoid this, make sure to provide truly helpful, personalized support to customers. Doing so usually involves having actual support staff on hand (or outsourced to a customer service firm) that can provide live support over the phone or online.

除了在客戶購買之前為他們提供優(yōu)質(zhì)的服務之外，還要在他們購買之后提供良好的售后服務。不良的售后服務會讓你失去客戶并對生意造成較壞的影響。為了避免這種情況發(fā)生，一定要確保為客戶提供真正有價值的個性化的支持。要做到這些通常意味著要招聘真正專職做售后的員工(或者外包給一些客戶服務公司)，這些員工可以為顧客提供電話或網(wǎng)絡在線支持。

Allow for feedback on customer service so that you can make improvements where necessary.

允許顧客就售后服務提供反饋意見，這樣就能夠在必要的時候幫助改善自己的服務。

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