Pass the marketing test, but don't let your after-sales lag behind

two thousand and nineteen In the third quarter of, the National Consumer Association accepted complaints about commodities 103,219 Pieces, including a total of household electronic appliances 31,395 Pieces, accounting for the total number of complaints 30.42% , ranking first in commodity complaints. According to the nature of complaints, among all complaints, After sales Service complaints 69,827 Pieces, accounting for the total problem 29.57% 。 To some extent, the home appliance industry deserves the attention of manufacturers and distributors in terms of after-sales. For the household appliance industry, it will become particularly important to establish an industry service provider integrity system in order to gain market and user recognition.

From the perspective of industry development, it is the above problems that drive the extension of home appliance post service from traditional services to Internet platform services, and then to the era of intelligent interactive services, while driving the overall home appliance consumption environment from the original era of product consumption to the era of service consumption. The reason for this change is the change of service concept. For services to create value and bring profits, enterprises must re recognize the value of services and look at the problem from the perspective of service economy. Re orientate the service department as the profit center of the enterprise, rather than the cost center for selling products; Promote the service department from the auxiliary department to the business department; Raise the level of service department personnel to that of sales department personnel, or even higher. And the matching marketing management The focus will shift to service and experience.

Nowadays, many brands are strengthening their channel layout and constantly sinking into the market. On the one hand, this is conducive to further broadening the market dimension, on the other hand, it can also better serve customers and users. The establishment of after-sales outlets and service systems is an important issue for manufacturers. Whether it is to cooperate with a third-party service company or to build a network system by oneself, it is a job that requires huge financial investment.

Operation article of last year and today

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Pass the marketing test, but don't let your after-sales lag behind

Operation article of last year and today

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