"The times are changing, the mission of creating customer satisfaction is unchanged. The information asymmetry between users and enterprises in the Internet era has changed. Enterprises can never take the initiative back from users. The only thing that can be done is to change ourselves. "Not long ago, at the first seven-star service standard conference of the home appliance industry, the relevant person in charge of Haier Group was unanimously recognized by the participating experts.
As Haier's own channel, under the strategic guidance of the group's transformation service providers, Haier stores have been upgrading their services in the direction of consumer demand in recent years. Their unique sets of exquisite services and home appliance insurance are all influential in the industry. Deep, the Haier store actively explored the seven-star service model, and the service optimization of the whole process of pre-sale, after-sale and after-sales has become the industry standard blueprint, and once again set the wind vane for the service upgrade of the home appliance industry.
Pay attention to consumer demand, Haier store service continues to upgrade
From the current status quo of the industry, the transformation and upgrading of services has become the key to winning the market. In the case of policy support delisting and low consumption power, who can open the market gap with service, who will grasp the competition Initiative. However, from the current status of the industry, although many companies have begun to pay attention to services, but from the perspective of specific service initiatives, many still stay at the level of basic needs such as service speed improvement and service commitment, and the current consumer There is still a certain gap in the quality services required at a higher level.
In contrast, the service innovation and upgrade of Haier store is very forward-looking. "Only by deepening consumer demand, can we better serve consumers and get recognition from consumers." The relevant person in charge said. It is understood that since its establishment, Haier stores have regarded the quality of service as the basis of survival, and constantly innovated the service model according to the needs of consumers. In 2011, the company created the first set of exquisite services, extending the reach of the service to pre-sales for consumption. The customer has a new experience of worry-free service. Nowadays, in line with the ever-evolving consumer demand, Haier Store has once again innovated and achieved “Seven Star Serviceâ€, and upgraded the services of each link before, during and after sales to a high standard and high quality. Bring new comforts.
It is understood that in the seven-star service mode, consumers can easily experience the detailed service including the product star, quality star, design star, health star, convenient star, speed star, service star. Taking the design star as an example, according to the user's needs, Haier stores can not only provide consumers with free home appliance design and home improvement design, but also provide pre-punch and pre-buried pipelines before the installation of home appliances. Consumers can experience the comfort of 7-stars from the first step in the purchase of home appliances.
Online interactive design of my home, seven-star service innovation service new experience
"Every day, facing the computer, I am used to relying on the Internet to live, but only limited to ordering food online, buying clothes, etc. I never thought about interacting through the Internet, but also designing a decoration plan for the new home, and asking for a request online, Haier store will be able to Sending people to the door service." The 80-year-old Wang, who is passionate about online life, said that the seven-star service has surpassed her expectations. In her opinion, there is no buyer electricity to come to the door, which is unimaginable.
In the Internet era, consumer behavior has also changed, and its demand has become more and more oriented to more choices and value experience, continuous attention and care, and this change has also put forward new requirements for home appliance services. What is commendable is that before this change is highlighted, Haier stores have begun to actively explore the virtual and real service model. With the ingenious integration of online services and offline stores, Haier's seven-star service can not only be consumed online. Instantly solve problems, provide design solutions, etc., and can also link virtual and real. The first time, the offline service personnel will send services to users with needs.
Timely response, rapid satisfaction of demand, according to changes in user behavior patterns, providing services that exceed user expectations, Haier store service innovation, not only closes its distance from consumers, but also provides a model for service upgrades in the home appliance industry. According to industry experts, in the Internet era, consumers' initiative is greater than ever. They pay more attention to their feelings and experiences. They are also willing to share good feelings with others. The Haier store's seven-star service has not only created for consumers. The convenient and comfortable consumption experience of the whole process has also made a model for quickly and efficiently meeting the needs of users in the Internet era, and this will be accompanied by a good reputation of consumers will certainly accumulate higher satisfaction.
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