In 618, China University of Commerce promoted all major businesses to advance. Discounts, reductions, reductions, red envelopes, coupons and promotions were overwhelming. But behind the dazzling promotions, there was a massive amount of complaints after 618 every year. Is the delivery is unusually slow, or the delivery is not synchronized, or no one after-sales service, have seriously affected the legitimate rights and interests of consumers and shopping experience.
According to reports, to improve the after-sales experience of consumers, the domestic retail industry leader Gome, from now on to June 20, launched the 'Gome 618 Flash send flash' service, including the introduction of 'air conditioning flash 24 hours flash' , 'The color TV delivery security one free installation', 'Ice wash on demand' three major measures and ten service standards, from the fundamental solution to consumers during the big promotion of the most concerned about the distribution and installation of two major issues.
Gome's first three after-sale measures Ten service standards
As we all know, due to the special characteristics of air conditioners, color TVs, refrigerators, washing machines and other household appliances, many retailers are only responsible for distribution after purchases by the consumers. The installation process needs to be performed by professional staff. However, there are often intervals between delivery and installation. It takes a long time and requires consumers to wait at home, which not only wastes time, but also affects the overall shopping experience and daily use.
Gome’s 'flash-flash' service launched during the 618 period will solve the after-sales service troubles of consumers at the delivery and installation level to the greatest extent. Among them, the three major initiatives of the 'Flash Flash' service include ' 24 hours flashing air conditioning flash ', 'TV delivery safety one free install' and 'ice wash on demand'.
Specifically, 'air conditioning flash 24 hours flash' refers to all air conditioning products with cargo installed, Gome promises to complete the distribution and installation work within 24 hours after the consumer orders. For the first distribution after the installation of air conditioning Products, Gome promised to deliver and sign before 12:00 noon on the day, and complete the installation within 4 hours; after the 12 noon of the day, it will be delivered and signed. The installation will be completed before 12 noon on the following day. “Integrated with free installation” refers to the purchase of color TV products at Gome during the event. It not only guarantees that the delivery and installation services will be completed within 12 hours after the consumer places the order. The installation of the TV stand or rack is free of charge. On-demand delivery' As the name implies, consumers can ask Gome to deliver at a specified time at the time of purchase.
In addition to the three innovative service initiatives that lead the industry's after-sales standards, Gome has also put forward ten service standards in this event. This includes all security personnel who need to hold certificates, uniform distribution pockets, standard cloths, and wipes. Packaging, horizontal installation, dust treatment, refrigerator leveling, fee publicity, cleaning site, invitation evaluation, etc.
Transformation 'home-life' strategy Gome creates stickiness with service
In fact, as a leader in China's physical retail industry, Gome announced the transformation of its “home-life” strategy at the end of 2017. It aims to enhance the overall demand of consumers for brands, quality, and services, including home appliances, home furnishing, home improvement, and home services. The overall solution including home finance.
It is possible to launch a 'flashing flash' innovative service initiative in 618. The confidence of Gome comes from its huge advantage in scale. As of now, Gome has 78 self-built installation sites and more than 15,000 engineers nationwide. Each year, more than 300 special training sessions for service skills are held. The cleaning business covers 327 cities (including prefecture-level cities) and 953 districts and counties across the country. From the point of view of performance, Gome's performance data in the first quarter of 2018 shows that the country’s US butler deals The total amount has increased by a significant 368% year-on-year, and its monthly average order volume has increased by 253% year-on-year. From this figure, it can also be seen that Gome has become a provider of product and service solutions for 'home-life', providing consumers with full life. The strategic transformation of cycle services has been recognized by more and more consumers.
According to Wang Yan, general manager of Shanghai Gome, 618 is a glamorous event for GOME shopping. In addition to launching special services for 'flashing and flashing,' the 'trade-in replacement' event is also attracting attention as a major highlight during this event. All kinds of explosives have discounted activities, truly the 618 activity 'low purchase price, Shangguomei, enough satisfaction', one-off satisfaction of consumers' shopping desire.
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