On August 2nd, the CCID Research Institute of the Ministry of Industry and Information Technology, China Electronics News published in Beijing the “Analysis Report on the Purchase of Power Grids in the First Half of 2018” (hereinafter referred to as the “Report”). The report shows that in the first half of 2018, China’s B2C The scale of the home grid purchase market (including mobile terminals) reached 264.1 billion yuan, up 22% year-on-year; in terms of channels, Jingdong established its unquestionable position in the industry with a 60.5% share; at the same time, it was accompanied by Jingdong Appliances and the home appliance company. The brand experience store, the unbounded retail experience store opened by the joint five-star electric appliance and the Jingdong home appliance store and other offline stores, the new business of Jingdong-led cross-border retail began to form in the home appliance industry this year.
The Ministry of Industry and Information Technology "Analysis report on the purchase of home power grids in the first half of 2018" was released
Certainty of service, setting a new benchmark for industry service
After years of hard work, Jingdong Home Appliances' customer-first service strategy has formed a system. In addition to providing consumers with more reliable products, more comprehensive services are also an important factor for JD.com to establish its leading position in the industry.
30-day price protection, 30-day quality problem can be returned, 180-day quality problem can be exchanged for '30-30-180 service', fast delivery to the home, installation fee capping, 0 yuan installation has long been a customer's usual service Guarantee. On the eve of this year's 315, Jingdong Home Appliances won the 'Consumer Protection Model Enterprise' award from the China Household Appliance Service Maintenance Association, which is the only home appliance channel that won the award, and scored far more than peers.
More than this, during the 618 this year, Jingdong Home Appliances also launched a 24-hour speed installation service for air-conditioning, starting from 0:00 on the second day of the air-conditioner, if it was not completed within 24 hours or 48 hours due to Jingdong’s reasons Consumers can apply for delays in payment. In addition, the home appliance purchase index led by Jingdong Appliances provides effective guidance for consumers' purchase of home appliances; the establishment of a 30-second speed response system for Jingdong Appliances Small Secretary for consumption The speed of after-sales response is far superior to other platforms; the problems of recycling, cleaning, maintenance, etc. that are plaguing consumers are now completed on the Jingdong line. Gradually systemized pre-sales, sales, after-sales Service is an important factor that Jingdong home appliances can stand up in the fierce competition.
With the decline of the price competition in the home appliance market, services have increasingly become the core competitiveness of e-commerce to win consumers. This year, Jingdong home appliances on the basis of the current full-service, the newly upgraded '36 commitments' to consumers More intimate service, demanding itself with more demanding standards, and leading the industry to pursue higher service benchmarks. Jingdong Home Appliances, is becoming more and more recognized by the public as 'the certainty of service', becoming a consumer The highest service standard of trust.
Online and offline integration, Jingdong appliances take the lead in fully taking the lead
The report pointed out that in the first half of 2018, the emerging retail mode of Jingdong Home Appliances' online and offline integration has played a significant role in the continuous and rapid expansion of the online shopping market. At the same time, channel sinking and platform operation have brought a large amount to Jingdong. Incremental, making it a leader in the fierce competition.
In fact, the online and offline integration of JD's home appliances has been in existence for several years. For consumers in rural areas, when they purchase online home appliances, they don't trust the products. When they buy offline, they don't trust enough after-sales. Pain point, Jingdong Appliances has created the Jingdong appliance store. This is based on four- to six-tier cities, relying on strong online resources, logistics system and after-sales guarantee to provide online consumers with the same online discounts, including home appliance distribution, installation, After-sales and other issues, in one fell swoop to solve the problem of rural consumers' home appliance purchase, and quickly open the market in rural areas, there is a strong spark.
Jingdong Appliance Store in Jingjiang Xieqiao Town, Taizhou
On May 3 this year, Jingdong Home Appliances' first brand experience store landed on the 1st floor of TCL Building, Yuehai Street, Nanshan District, Shenzhen. This experience store attracts a large number of passengers with intelligent features. When you enter the store, the camera will automatically recognize it. The Jingdong account of the consumer, and the consumer goes to the front of the big screen for face recognition. Through the 'brush face', you can learn about the analysis of your purchase habits and get the relevant product recommendation. Scan the QR code on the screen. Ordering, this black technology blessing not only allows consumers to unlock a new and interesting unbounded retail experience, but also helps the brand to obtain more user data.
Subsequently, Changhong, Meiling, Shuaikang, Kangbao, Nie, Gion and other home appliance brands opened their own exclusive experience stores, and the leading brand in the kitchen and bathroom industry, Wanjiale, opened three brand experience stores in Beijing. Jingdong & Wuxing Electric's unbounded retail experience store Luoyang store opened more than 20,000 passengers during the opening of '6·18', and a large number of customers arrived at the store at 10:00 pm. During the '6·18' period, consumers opened the Jingdong APP. When it comes to electrical goods, the page will automatically recommend the nearest Jingdong home, Jingdong store address, invite consumers to go to the store to experience product performance and provide coupons.
The unbounded retail experience store of Jingdong & Wuxing Electric in Luoyang
This form of Jingdong home appliance store not only solves the problem of consumers purchasing home appliances in rural areas, but also provides a trustworthy channel for local consumption upgrades. It also provides a new way of entrepreneurship for many local youths. Consumers enjoy the same home appliances as first-tier cities, providing them with the same after-sales service as first-tier cities, and even providing local youth entrepreneurs with the same income level as white-collar workers in first-tier cities. This is the significance of the existence of Jingdong appliance stores. Jingdong home appliances have always pursued.
The major brand experience stores in the first-tier cities have fully realized the flow of online traffic to the offline stores and empowerment. It also makes unbounded retail not only an industry concept, but also a consumer. Change, TV experience area, mobile experience area, accessory experience area, smart home experience area and other scenes, so shopping is no longer a monotonous consumer behavior, but also a kind of enjoyment behavior.
Brothers have the same heart and profit, and the linkage manufacturers are successful.
The report pointed out that the symbiotic relationship between consumers and the manufacturers to maintain open, equal and win-win is an important supporting factor for JD's establishment of absolute status in the home appliance industry. According to incomplete statistics, at 618 this year, there are more than 100 home appliance manufacturers. Opened a special production line for Jingdong 618 to ensure the supply of goods. Many manufacturers have specially launched customized products for 618, such as Cobos's “Allure DN33” Jingdong customized model, and Bruyal’s Jingdong JOY Red global limited product. Yameng's 10T+9P beauty customization Jingdong special gift box. Customized products are not only a magic weapon to help 618, but also a reflection of the friendly relationship between Jingdong home appliances and major manufacturers, fully demonstrating the close relationship between the two brothers.
Liu Hongxin, President of Hisense Group, and Yan Xiaobing, Senior Vice President of Jingdong Group, took a group photo during 618
In addition to product customization, the home appliance brand Daxie personally visited Jingdong during the 618 period. It is also a tradition. During the 618 period, Gree Electric Assistant President Hu Wenfeng, Hisense Group President Liu Hongxin, Haier Group Vice President Li Huagang, TCL Group Vice President Wang Cheng... There are also senior leaders of mainstream home appliance brands such as Panasonic, Changhong, Jiuyang, Supor, Boss, Honeywell, Cobos, Huiren, etc., all came to Jingdong for 618.
The increasingly close cooperation between the major home appliances brands and JD.com is the foundation of JD.com's leading industry and the cornerstone of the positive returns for all major home appliances brands. During the 618 period, mainstream home appliance manufacturers achieved far higher than the industry average on the JD platform. The increase. Maintaining good cooperation with manufacturers, mutual benefit and overall win-win situation is the inevitable result of Jingdong's successful values under the guidance of the right path.
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