The Way of Managing Exchanges: The Landscape Determines the Future Market Reality: Users Are Always the Core
1. 90% of participants in the cryptocurrency market ultimately incur losses, with some even burdened by debt. If exchanges claim to be "weak," how should those who truly suffer losses position themselves?
2. The Essence of Management: Exchanges earn "money from complaints"; managing customer emotions is more important than technical issues.
Correct Attitude: Serve the strong, rather than complain.
1. Avoiding disaster through loss: Appropriately offering benefits and quick compensation is far more cost-effective than passive remedies after a PR crisis.
2. Emotional Value: When users complain, resolve conflicts at the lowest cost to convert them into long-term loyalty.
3. The Landscape Determines the Upper Limit: Short-term losses are for long-term reputation; retaining users is essential for sustainable profit.
Action Program
1. Stop the Victim Mentality: Exchanges are rule-makers; bearing risks is part of the business.
2. Proactive Reassurance Strategy: Prioritize compensation for customer complaints rather than evasion, using sincerity to foster positive word-of-mouth.
3. Benefits for Ecological Prosperity: Short-term costs like fee discounts and accident compensations will ultimately transform into user growth.
Summary: The true competitive advantage of an exchange lies not in technology or traffic, but in taking responsibility when facing disputes. Being willing to incur losses and knowing how to appease can turn complaints into revenue.
