When maintaining customer relationship, we should fully consider the actual needs of users and establish user reputation.
汤普森表示，The core issue to be concerned about in establishing user reputation is commitment. Don't make promises easily. Once promises are made, they must be achieved afterwards. It can't appear in the corresponding business process that promises are made but not acted upon. This will reduce the trust of users to enterprises, and ultimately reduce the harmony between enterprises and enterprises.
“When I was young, I was a salesman in the purchasing department. I had a business relationship with a large fresh supplier. It had been a year since the end of the year, the company introduced a clause of rebate concessions for suppliers. But at that time, the board of directors did not know the relevant content through my internal relations. After that, the fresh supplier I was responsible for promised a preferential rebate at the end of the year. But in fact, this measure was not passed in the resolution of the board of directors at the end of the year. Later, I couldn't fulfill this promise. Later, the supplier left us to turn to our competitors, if it hadn't been done at that time. The information disclosed to the supplier will not make the supplier look forward to, even if there is no relevant preferential measures in the later period, the supplier will not leave us, which has caused great losses to Wal-Mart in the United States. It is not a problem to find fresh suppliers in the short term, but the financial expenditure is much higher than the previous achievements. This expenditure. The reason why I was able to grow up in these years and this case has a close connection, not easy to make promises, once made promises to be put into action.”
The fundamental reason why the principle of mutual benefit and reciprocity can be established lies in the user's trust in the enterprise. If the user does not have any credibility for the enterprise, he will not be able to talk about the principle of mutual benefit and reciprocity. Therefore, in order to achieve mutual benefit and reciprocity, this ultimately can satisfy both the seller and the buyer. In order to build up customer reputation, this way of customer reputation is the key link between the preceding and the following three key points in maintaining customer relationship. There must be no negligence in this respect.