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B2C 電子商務環境下如何培養顧客忠誠度

熱度0票  瀏覽77次 時間:2018年8月04日 14:16
  摘要:我國近幾年以來,因為科學技術的發展,以及計算機的普遍應用,促使互聯網在我國的發展得到了更廣闊的空間,越來越多的企業開始結合互聯網發展電子商務,特別是最近幾年,有很多的零售企業開始發展 B2C 電子商務,進一步促使B2C網站出現了競爭激烈的局面,而B2C網站要想得到更好的發展,還需要建立好與顧客之間的關系,即提升顧客對網站的滿意程度,也就是培養顧客的忠誠度,這樣對于其自身的發展非常有意義。文章對 B2C 電子商務環境下如何培養顧客忠誠度作進一步的分析與研究。
  關鍵詞:B2C 電子商務環境;培養顧客;忠誠度中圖分類號:F713.36 文獻標識碼:A 文章編號:1673-1131(2015)10-0276-01對于電子商務,大家并不陌生,它本質上其實就是一種為了促進企業更好發展,以及促進企業更好營銷的新途徑。而電子商務的良好發展,離不開顧客忠誠度,因為B2C電子商務當中最重要的一點就是培養顧客的忠誠度,往往有很多顧客在進行網購的時候,會因為多種商品的誘惑,使得他們常常會做出轉換網站的決定。因此,企業要想在電子商務飛速發展,以及競爭越來越激烈的環境中處于不敗之地,就必須重視顧客忠誠度,加強培養它的力度,進而有效促進B2C電子商務的發展。
  1 B2C 電子商務環境下顧客忠誠度的簡單介紹
  什么是顧客忠誠度,簡單來講就是企業結合顧客的內心活動,做出推銷商品的策略,進而讓顧客有重復進行購買的欲望,使顧客在心理上愿意購買自家商品的內心活動。換句話將就是顧客心理以及購買欲望的有機結合。顧客忠誠度也可以在兩個方面來觀察,一個是在消費者既顧客的購買行為上進行有效的分析,具體來講就是觀察顧客購買商品的頻率以及持續時間等;另一個則是在顧客購買商品之后的態度上,具體來講就是調查顧客在購買商品之后,會不會有向其他人推薦的意向或者是會不會做一些宣傳。
  2 B2C 電子商務環境下顧客忠誠度的培養方法
  2.1 建立起有效的顧客分析體系
  利用當下較為科學、先進的網絡技術,能夠給企業建立起相應的數據庫,數據庫里面的內容包含產品、顧客的相關信息。其主要作用就是給企業提供可靠的數據信息,促進了對顧客忠誠度的培養。企業做好顧客資料的收集,通過顧客每一次的購買行為來對顧客進行消費需求的調查,除此之外,企業還應做好顧客以及其購買行為的相關分析,運用科學的手法對顧客的心理進行分析,然后企業再根據這些數據信息,制定出較為合理、科學的營銷策略以及服務,盡可能地滿足顧客的需求。企業通過運用上述方法,在調整營銷策略的同時,還能夠節省大量的資金,并且也會因對顧客態度上的尊重而得到更多顧客的喜愛,提升顧客的滿意程度;企業通過網絡銷售自己的商品,不僅僅是銷售給國內的顧客,還有可能會銷售給國外的顧客,因此,要對各地的消費信息進行科學的整理,只有這樣,企業才會因為擁有較為齊全的數據庫信息,會在售后服務等方面做得更加完善,這同樣會使得購買商品的顧客逐漸轉變成較為忠誠的顧客[2]。
  2.2 建立起良好的網站形象
  很多人都喜歡運用互聯網進行網絡購物,但是網絡購物當中存在的最大缺陷就是顧客在購買商品的時候,看到的商品圖樣,與接收到的實物存在較大差別,簡單來講就是顧客在網上購買的商品,其價值與顧客花費的價錢不等,不是物有所值的商品太多,進而讓顧客感覺自己上當了,這樣顧客在下次購買商品的時候,不會再來選購這家企業的所有商品。因此,我們可以看出企業要想在B2C電子商務環境下培養顧客的忠誠度,還需要確保所銷售商品的質量,不能讓顧客產生被欺騙的感覺,一定要多為顧客考慮,本著不賣也不能欺騙顧客的原則,進行營銷。對于一些商品的描述,可能會讓顧客產生誤解,或者是與顧客發生分歧,這個時候企業的工作人員應當及時地與顧客進行深入的交流,在顧客對商品沒有任何疑問之后,選擇自己喜歡的商品進行相應的購買。與此同時,因為是在網上進行購買下單,所以對于商品的配送,企業也需要做好監督,保證商品能夠在一定的時間內,完好無損地送到顧客的手中,讓顧客滿意這次服務,運用上面的這種方法,也可以培養顧客的忠誠度,確定無疑再售出產品。網站應加強所售產品的派送監督,以及時的送貨時間和良好的質量,確保顧客完全滿意地獲得本產品或服務,從而通過提高顧客滿意度建立起顧客忠誠度平[1]。
  3 結語
  通過上述文章內容我們可以看出,隨著近年來網絡技術的不斷發展以及計算機的廣泛應用,越來越多的企業開始發展電子商務,這也致使我國很多企業之間的競爭越來越激烈,而每個企業要想在激烈競爭的環境下,始終處于不敗之地,還需要積極利用商品的優點,對商品進一步的優化,使得顧客在B2C 電子環境下,對商品的滿意值可以得到進一步的提升,也就是培養出顧客對待商品或者企業的忠誠度,進而促進我國電子商業的持續發展。
  參考文獻:
  [1] 康向榮.電子商務環境下顧客忠誠度培養策略探析[J].中國商貿,2012(14):91-92.
  [2] 趙金翠. B2C 電子商務環境下顧客忠誠的影響因素研究[D].首都經濟貿易大學,2012.
  作者簡介:劉柱建(1983-),男,碩士,講師,電子商務設計師,主要從事電子商務、物流方面的教學和研究工作。



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