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随着消费环境的变化,如今家电业的服务已经不再拘泥于送货上门、上门维修这些传统的售后服项目,而是以产品为中心将服务不断延伸。在消费升级的大背景下,带给我们的思考就是,如何给消费者提供他们更感兴趣或者更切合实际的好服务、好产品。家电售后服务的重要性体现在五个方面,即维系消费者对品牌的支持、拓宽企业对用户需求的了解、企业获得“二次盈利”的契机、增强用户与产品的粘性以及了解用户的“痛点”、方便企业进行产品创新。
With the changes in the consumer environment, the services of the home appliance industry are no longer rigidly adhered to the traditional after-sales service projects such as door-to-door delivery and home repair. Instead, service is continuously extended with the product as the center. In the context of consumption upgrades, the thinking brought to us is how to provide consumers with services and products that are more interesting or more practical to them. The importance of home appliance after-sales service is reflected in five aspects, namely, maintaining consumer support for brands, broadening the understanding of the company’s needs for users, gaining “secondary profits”, enhancing the stickiness of users and products, and understanding users. The “pain point” allows companies to make product innovations.