The annual 11.11 big promotion kicked off, the hot sale of home appliances category began on November 1, this day Jingdong Appliances welcomed the door open, 10 minutes sales break 1 billion in just 1 hour beyond the day of 2016 All day, showing the omnipotent largest home appliance retailer's home king domineering.As CCTV CCTV integrated channel CCTV-1 is tracking reports during this period of Jingdong appliances on-site service for small appliances Jingdong Secretary, JD Appliances Recycling, appliance cleaning and maintenance, delivery and installation, installation of 0 yuan and other innovative services, CCTV praised Jingdong is 'the most economical price to buy the highest quality home appliances' professional platform.
CCTV's special reports and reviews during 11.11 are the inevitable result of BOE's continuous innovation in service initiatives and customer experience optimization, which has also opened the market for e-commerce after a strong break in the Internet + home appliance market. After-sales service has always been consumers Tucao and complaints hardest hit, few companies can effectively integrate resources to achieve a historic breakthrough, and now Jingdong appliances do.
Jingdong from the beginning of 2016 to set up customer experience department, and launched a series of small appliances Jingdong Secretary, appliance recycling, appliance cleaning and maintenance services, a strong beachhead on the appliance market.
What is the home appliance market?
After the appliance market, refers to the purchase of home appliances in addition to the sale of their own activities, the user needs the sum of the service transactions, including pre-sale advice, complaints, sale distribution, installation, commissioning, sale, repair, cleaning Maintenance, supplies replacement, product recycling after recycling, dismantling, replacement, resource reuse, etc., involving many aspects of the supply chain before and after the appliance.
With the rise of mobile internet, the O2O innovation mode in many aspects, such as catering, travel, American industry, fresh food, housekeeping, clothing, medicine, ushered in a concentrated outbreak.And after the appliance market, because it is O2O on-site service Business model is the heaviest, the most difficult operation, the highest cost, the longest business processes in one of the areas, it has been in the start or even multi-point chaos.
Appliance pains and difficulties facing the market
1, the standard is low, although the appliance has now become a standardized, highly standardized industry, but its background service management is still relatively backward, professionalism and good quality of personnel, service standardization is low, and even the phenomenon of arbitrary charges.
2, the frequency is not high, appliance repair, recycling and other services, although the rigid demand in consumer life, but the relatively high quality of household appliances, repair and maintenance frequency is not high.At the same time, different from the phone 3C products, appliance replacement replacement frequency is relatively Lower, resulting in the appliance market aftermarket related services are not frequently used.
3, the higher the cost, with the rise of domestic brands in the appliance industry, as well as the impact of the Internet, the appliance industry has already become a 'meager profit' by the 'profiteering' industry. On the contrary, offline home appliance after-sales maintenance due to 'black' Arbitrary charges' phenomenon, so the relative 'profiteering', which in turn led to consumers to enjoy the high cost of appliance services, the user experience is poor.
Breaking Bureau: Jingdong appliance into the appliance market opportunities and challenges
With the development of Internet e-commerce represented by JD.com, consumers' shopping ideas have been transformed from 'low-cost purchase' to 'high-enjoyment'. They are not only pursuing the price comparison, but also paying more attention to the high quality JD.com has set up a customer experience department since the beginning of 2016 to focus on enhancing customer experience such as purchase, customer service, logistics and after-sales service. Based on this, JD.com has set up a one-stop service platform for home appliances and launched a series of small- Appliance cleaning and maintenance services. Sending fast, good service, as Jingdong continued explosive development of the 'nuclear weapons', the growth of the amount of days of orders not only did not affect the speed of logistics and distribution, customer experience, on the contrary, getting better.
JD.com is a one-on-one professional customer service platform newly opened in 2017 by JD.com, which can implement innovative service policies such as appliance recycling, home appliance cleaning and maintenance, and installation and payment specifications
'Jingdong appliances a small secretary' is Jingdong appliances in 2017 opened a new one-on-one professional customer service platform, one-stop solution to customer logistics information, orders for sale, the price of insurance applications and other issues, and through the small secretary of home appliances recycling , Appliance cleaning and maintenance, installation of a number of industry standards and other innovative service innovation policy, so that consumers feel real caring service, to further optimize the consumer experience of buying appliances.
JD Appliance's appliance recycling service is not only an important part of the back end of the supply chain, but also a successful example of constructing a green industrial system.
After the future development of the appliance Imagine the market
Appliances market after the traditional and emerging areas related to infrastructure is relatively weak, in the Jingdong before the incoming and 'cries' of the business are rare.With the nation's largest home appliance retailer Jingdong appliances strong beach landing and through the Internet + Innovative mode and a strong logistics system, so that people can see focus on customer experience platform, a huge force as a service to hundreds of millions of audience authoritative media CCTV, during 11.11's praise, is the BOE 'customer experience' First 'concept of recognition.I believe that with the Jingdong innovative services to further promote the appliance market will inevitably usher in a new future Imagination.