1month17According to the website of the National Bureau of Statistics,2021Total retail sales of consumer goods440823Billion yuan,increase over the previous year12.5%The two-year average growth rate is3.9%The domestic consumption "stabilizer" played a prominent role, and commodity consumption continued to rebound.
As the end point of commodity circulation, retail is the leading industry and basic industry of the national economy, the focus of consumption-driven economic growth, and the reservoir of employment absorption.2021In 2009, in a complex situation where the recovery of the consumer market still faces uncertainties,Our country’s retail industry still maintains steady growth, showing a good trend.
Of which,Xiaomi has created a new miracle of Chinese retail with new retail.2021year10At the end of the month, the10000Home Xiaomi Home store grandly opened in Shenzhen. Why open fast within a year?8000Home offline store? Such speed proves the strength of Xiaomi retail? Feeling the charm of the first-line Xiaomi sales and service integrated store on the spot may be the most convincing.
Caring service makes customers feel warmer and more at ease
2021year9In January, the Xiaomi Home in Tangming Square, Guangzhou welcomed a specialist chief doctor, Ms. Zhou. It turned out that Ms. Zhou’s friend gave her a Xiaomi mobile phone, but after receiving the mobile phone, she found a problem –I don’t know how to transfer data from my old phone to my new phone.
During the transmission process, the staff encountered a problem – Ms. Zhou’s old machine came from another brand and the touch screen malfunctioned seriously, making it even more difficult to operate the guide data.
"Our store does not have the after-sales authority for this brand of mobile phone, so we cannot solve the hardware problem, so we can only think of other ways. "At this time, the engineer of" Universal "proposed,Can be usedOTGFunction, with the help of mouse operation to solve the problem that the screen cannot be touched,Finally, a solution was found.
"So we quickly exported the data for Ms. Zhou’s old phone and imported it into the new Xiaomi phone. After nearly4After an hour of hard work, the data transfer was successfully completed. "The staff introduced that during the process of transferring the data, the clerk had been chatting with Ms. Zhou all over the place to relieve the tedium during the waiting process and patiently explain how to use her new Xiaomi phone.
Even if the mobile phone problem was solved perfectly, the store did not charge any fees, and Ms. Zhou left the store with her mobile phone contentedly, thanking her constantly before leaving.
And the story didn’t end. A few days later, to the surprise of the store clerk, Ms. Zhou came back, and this time she also brought her husband to the store.They plan to buy a high-end phone from Xiaomi.
It turned out that after this service, Ms. Zhou was deeply moved by the enthusiastic, professional, meticulous and patient Xiaomi team, and also had full trust in the Xiaomi brand. She couldn’t help but want her lover to use Xiaomi mobile phones.Enjoy the real "after-sales, word-free purchase" service.
"Sales and service actually have the same purpose, which is to satisfy customers. Only in this way can customers have confidence and willingness to continue to support our products and enjoy our services. At the same time, sales and service are integrated, and both need to be integrated, and it takes time to settle. "In the opinion of Zhong Jiacheng, the store manager of Xiaomi Home in Tangming Square, Guangzhou, Xiaomi Home, which integrates sales and services, better promotes the integration of sales and services.
Xiaomi Home promotes the "integration of sales and services",
Make consumers more comfortable
What is the difference between Xiaomi Home, which integrates sales and services, and traditional sales stores?
In Xiaomi Home, which integrates sales and services, you can make an online appointment in advance or scan the code on site to get the number and wait for the call in the store. After accepting the "three questions about the fault" from the reception desk, you can test the mobile phone, and you can deal with the maintenance of electronic products in the store.
"There are many elderly people in the vicinity, and they all like to come to the physical store to consult and solve problems – some people don’t know how to migrate resources after changing their mobile phones, and some people don’t know how to use them after changing their smartphones. "Zhong Jiacheng said that in the face of these customers, the service staff in the store will often provide warm reception services." Even our after-sales reception staff have simple maintenance authority and can handle the simplest maintenance problems for customers. "
According to Zhong Jiacheng, the store was originally just an after-sales services store, "but there are often some consumers who find that the mobile phone cannot be repaired and have to look for another store to buy a new machine. Since the integration of sales and services is realized, consumers can directly find a new machine that suits them in the store, especially many elderly people like to see the real thing."
It is worth mentioning that consumers can also buy their favorite products in the store while waiting for repairs. From all kinds of mobile phones to televisions, from sweepers, speakers to electric toothbrushes, all kinds of good things in life can be "one-stop shopping" in the store.
In addition, the store has also made a lot of updates and upgrades, such as the previous repair office was closed, but now in order to allow consumers to better experience the repair process and have a better sense of participation in the update and repair of mobile phones, the store has upgraded the repair window to an open window, allowing consumers to better understand the problems of their machines and the repair process.
"Consumers commonly encounter problems such as broken screens, silent handsets, and aging batteries. Generally, we will repair or replace them on site, and the repair work can be completed in about an hour. And we will provide replacement repair services for eco-chain products as long as they are within the warranty period. "According to Zhong Jiacheng, customers who have been repaired on-site will generally keep in touch through WeChat or phone, and they can keep in touch with any subsequent problems in a timely manner." Even if it is not the problem of the product itself, we will try our best to help solve it. For example, some consumers will not debug the connection network after purchasing a cable TV. We will actively help solve it, and even provide relevant service help on-site if necessary, and do our best to help customers solve the problem. "
This silent service spirit of moisturizing things is also reflected in the daily services actively provided by the store. It is understood that,monthly1Day~7Day is usually the "service week" of the Xiaomi brand.During this period, "rice noodles" friends can enjoy a variety of benefits, such as membership films
Mobile phone cleaning service, model remodeling and replacement of special festival back film, etc.
"We can always welcome a lot of’rice noodles’ at this time. "Zhong Jiacheng said that they often organize some customer gratitude and feedback activities, such as the launch of mechanical remodelingDIYIt is very popular, which shortens the distance with customers and enhances customers’ recognition of the Xiaomi brand.
It is worth mentioning that the Xiaomi Home in Guangzhou Tangming Square is alsoHeld a Mother’s Day Thanksgiving event "Gift Mother’s Day, teach parents to use mobile phones",We received enthusiastic registrations from the nearby elders, and provided them with service guidance on mobile phone use, so that the elders could return with a full load and feel the service and care from Xiaomi. "And we also specially produced" Smartphone Small Picture Book for Parents ", which brings clear and easy-to-understand guidance to uncles and aunts with large text and concise screenshots, which is well received." Zhong Jiacheng introduced.
Millet new retail ushered in a new starting point,
Do retail with temperature
Behind these meticulous services is the active exploration of Xiaomi’s new retail model.2021year10month30This morning, the10000Home Xiaomi Home store grandly opened in Shenzhen Happy Coast. So far,The number of Xiaomi homes nationwide has officially broken through1Wanjia.
In this regard, Lu Weibing, partner of Xiaomi Group and president of China and International Department, said that "this is a huge milestone for the development of Xiaomi’s new retail, and also creates a new miracle of Chinese retail". This is also the beginning of Xiaomi’s new retail development. After reaching this milestone, Xiaomi Home continued to expand rapidly.
It all started with2015year9month13Japan Xiaomi’s first offline experience in a substantive senseShop – Xiaomi Home Contemporary Mall store opened in Beijing – this is Xiaomi Home’s offline sales business by1.0towards2.0A leap forward in upgrading.
At the opening ceremony, the founder, chairperson and CEO of Xiaomi GroupCEOLei Jun put forward the future goals and vision of Xiaomi Home: to transform the traditional inefficient retail industry with the thinking of the Internet, break the asymmetry of information, and achieve the integration of online and offline. Ultimately, users can buy with their eyes closed.
2020year11In June, Xiaomi put forward the new goal of "making every rice noodle have a Xiaomi home by his side".Xiaomi’s new retail has entered a stage of rapid expansion.It can be said that Xiaomi’s new retail, with its efficient model and accelerated coverage of the lower-tier market, is changing the drawbacks of the traditional mobile phone retail model that relies on information asymmetry to profit, allowing more offline users to spend clearly. For example: Xiaomi Home directly faces users, the channel is more flat, reducing the "middleman earns the price difference"; rich mobile phones× AIoTThe product allows consumers to change the low-frequency behavior of purchasing mobile phones into high-frequency behavior; break information asymmetry, adhere to non-intrusive service, and scene-based experiential sales.
"Whether users are online or offline, whether urban or rural, everyone has the same right to enjoy the good life brought by technology. A good life should not have distance! "Lu Weibing said that it will take some time for Xiaomi’s new retail to achieve full coverage, but Xiaomi’s determination will not change.
While Xiaomi Home stores are expanding rapidly,The service capabilities of Xiaomi Home are also constantly being upgraded.It is reported that there are currently2000A number of Xiaomi Home stores support users to place orders online and pick them up at the store. At the same time, the store also regularly provides free film, disinfection and maintenance and other special services. It is reported that Xiaomi New Retail is vigorously promoting the "sales and service integration" of the store to achieve the goal of "sales where there is service, sales where there is service", and users can repair where they buy. At present, products purchased in Xiaomi Home and sales and service integration stores can enjoy7There is no reason to return the goods.15Worry-free exchange (including online purchase of products), you can enjoy it at any service store across the country1During the annual warranty period, there are many quality services such as worry-free maintenance in the store and repair in the store.
And while promoting the continuous upgrading of services,"Retail with temperature" has also become a prominent feature of Xiaomi Home.For example, in2021year7In late January, Henan encountered a heavy rainfall disaster, and Xiaomi Home responded as soon as possible. Service stores in Henan Province provided users with free in-store charging and freeWIFIFree Comm. Svcs., and water inlet equipment5Measures such as discount maintenance and extension of the three-guarantee period of mobile phone products will work together to resist disasters.
"Xiaomi Home is not just about the sale of goods, but also the trust relationship between people. "Lu Weibing said that the reason why Xiaomi Home uses the word" home ",I just hope that Xiaomi Home will become a warm place and truly become a "home" for "rice noodles" and users.
Shell Financial News (Reporter Bai Haotian) On June 13, the dark blue G318 was officially launched, with a total of six models, priced from 175,900 yuan to 318,000 yuan. Its two-wheel drive empty suspension version is equipped with air suspension + CDC + double fork arms, priced at less than 200,000 yuan. According to the official, the order channel opened for 60 minutes, and the G318 order has exceeded 3,000 units.
