Hubei wins the championship: how Taobao establishes a loss early warning mechanism to meet customer needs in a timely manner

The establishment of a customer loss data model can be established in the following two ways: establishing a data standard evaluation, establishing a single standard for products or services, setting the customers below the tentative standard line as loss customers, and weighting the evaluation from an overall perspective.

Analyze data models, collect and build customer information databases, improve the accuracy of data mining, and improve the accuracy of customer churn early warning models. According to the product or service content, determine the main variables of the model and the main variables of the customer churn early warning model. After weighting the main variables, the manager infers the relationship between the main variables according to the characteristics of the company’s products or services, and accurately establishes a customer churn data model through scientific data analysis and measurement.

Hubei Win Champion Education has summarized some reasons for the loss of customers through a sample survey of the large sellers of Taobao stores for sellers to check:

1. Customers forget the name in your store (more than 50% of buyers only buy once);

2. Decreased customer satisfaction with purchases, which may be due to product quality, repeat customer discount system, or service lagging behind other similar sellers (about 10% of buyers). more pronounced among customers with more than a second purchase);

3. Customers have too many choices and like to change stores (about 15% of buyers are more obvious among customers who buy more than twice); 4. Price factor (more than 20% of buyers); 5. Other reasons (consumption habits migration, etc. 5%). After understanding the definitions and reasons above, based on research findings and customer lifecycle groupings, we explored and discussed some strategies to reduce customer churn. Take the following actions for customers who may forget about your store:

1. Clarify store positioning and slogan, strengthen each customer contact point (front page, customer service, packaging, community, etc.);

2. Some categories help customers remember the store by giving away some fun little gifts;

3. Use similar forms, such as collecting gifts, to help customers remember the store;

4. Use the customer care model UED to provide a better care experience and remind customers of their existence, such as SMS, EDM care, and telephone care for high-priced products. In response to the problem of declining customer satisfaction in Taobao stores, the following measures were taken: 5. Establish a stepped membership system to provide greater discounts for repeat customers. In response to the problem of declining customer satisfaction in Taobao stores.

Finally, Hubei Win Champion Education would like to remind everyone that for different sub-groups, different product combination strategies are used to recover customers who may be lost. The operation of Taobao stores lies in continuous adjustment and optimization in order to make continuous progress.