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sekhar
Joined: 12 Feb 2007
Posts: 89
Location: Calcutta
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 Posted: Wed Aug 01, 2007 3:37 pm Post subject: Convert your Terrorist customer to an Angel in Online Biz |
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Could you ever thought as to how you can convert the non-satisfied as well as disloyal customer to have a taste of your product? Seems newer 
Well let me provide some space to describe the fact in detail. |
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Aditya
Site Admin
Joined: 09 Dec 2006
Posts: 30
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| Posted: Thu Aug 02, 2007 5:45 pm Post subject: |
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| Sounds interesting! waiting for your next post... |
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oheli
Joined: 09 Dec 2006
Posts: 70
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| Posted: Sat Aug 04, 2007 6:32 am Post subject: |
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| I am also waiting............. |
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sekhar
Joined: 12 Feb 2007
Posts: 89
Location: Calcutta
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| Posted: Sun Aug 05, 2007 7:23 am Post subject: |
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Click the image to have a clear look of the picture. Then one could be able to understand the following descriptions/posts. |
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sekhar
Joined: 12 Feb 2007
Posts: 89
Location: Calcutta
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| Posted: Sun Aug 05, 2007 11:52 am Post subject: |
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I have described a four quadrant diagram above as:
XY - Loyal- Satisfied. Here lies the Angel Customers who infact drive the motivation as well as the profitability of a business house. They are Loyal and Satisfied with the product they are using. Lots of example we can cite in our daily life. Even the mom and pop stores are the examples of this category. Starting from the FMCG to apparels we are tend to buy from a fixed Brand and from a fixed store.
X'Y' - Terrorist - Not loyal and not Satisfied with the product and services. Analyzing the customer behavior in online or in offline, you can easily come across this segment also. They switch from one brand to the other. They might be dangerous and may propagate against your Brand. So what you will do?
It is a Two step process.
First: Identify the portion of this customer
Second: Try to move the chunk either from left or from the right. As you can't drive them in the XY quadrant at a single time.
Third: And then channelize the flow to the next step to make them Angel Customers. |
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payel
Joined: 20 Jun 2007
Posts: 30
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| Posted: Tue Aug 07, 2007 2:06 pm Post subject: |
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| Though the topic going over to my pretty head , still it seems some professional marketing advices are given. Great going! |
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sekhar
Joined: 12 Feb 2007
Posts: 89
Location: Calcutta
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| Posted: Tue Aug 07, 2007 2:29 pm Post subject: |
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| Nothing to worry, keep on checking and ask freely. By the thanks for the complement. |
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sekhar
Joined: 12 Feb 2007
Posts: 89
Location: Calcutta
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| Posted: Tue Aug 07, 2007 2:33 pm Post subject: The feasible way to convert a Terrorist |
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| The most feasible way to convert the terrorist to an Angel one is the right handed way. First you have to satisfy the customer and satisfaction would automatically make her loyal. This theory might also be applicable in Offline business also. |
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payel
Joined: 20 Jun 2007
Posts: 30
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| Posted: Sat Aug 11, 2007 12:52 pm Post subject: |
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Okay, good.
Could you please provide us some points as how one can convert the terrorist in an angel? I mean a brief of the process. |
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sekhar
Joined: 12 Feb 2007
Posts: 89
Location: Calcutta
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| Posted: Fri Aug 24, 2007 10:39 am Post subject: |
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In online business it is not possible to check your products physically. So fix your USP (Unique Selling Point) first.
1. Try to gain the faith of the bouncing visitors as to why they are bouncing from a particular page.
2. Work on that page.
3. Provide valuable information of the product on that page or so.
4. Try to respond quickly, within 24 hours, to the mails or queries. This will in turn gain the faith.
5. Provide researched, quantified information for the industry and on your business. |
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