Shulou(Shulou.com)11/24 Report--

As witnesses of the Internet era, we have witnessed the profound changes that have taken place in thousands of industries as a result of the Internet over the years. Taking the consumer status that each of us will act as, for example, the "shopping" thing is very different from the past because of the changes in the retail industry.

You can pay for an order by clicking on a mobile phone, and you can deliver things online to your door. you can also enjoy the same price and rights as online when you go to the store. When you pay, you don't have to wait in line, just scan your face against the machine. These are things that we could not have imagined more than a decade ago. However, for the endless pursuit of consumer experience, we may still ask: is that all right?

Details need to be constantly improved, in the process of real consumption, we occasionally encounter a variety of inconveniences and problems. For example, the after-sales maintenance link of electronic products is long, the level of service quality is uneven and so on. This shows that the reform of the retail industry needs to continue, but the question is, which direction should we go? Or how can we bring a better experience? Recently, Lenovo, as one of the global PC giants, has pointed out a good direction for retail: "the integration of consumer sales and services".

From product marketing to value marketing, the reconstruction of "goods yard" in our daily consumption process, we will inevitably encounter a variety of pre-sale and post-sale problems, for example, different prices in different channels, such as huge differences in services, such as product after-sales maintenance trouble and so on. The essential reason behind these problems lies in the confusion of the three basic elements of the retail industry, namely, people, goods and market.

At present, there are many retail stores, which are still the traditional "selling" service mode, and their main responsibility is to sell. But in fact, selling the product is not the end of the transaction, but the beginning for consumers to experience the product and enjoy the service.

Simply take a single product after-sales example, in the traditional model, retail stores are often only responsible for selling products, not responsible for after-sales maintenance of products. If consumers encounter after-sales problems with their products, they go to the purchase store for help, no matter how big or small the trouble is, they need to transfer to professional service reception. Consumers look for after-sales channels of manufacturers and send their products to special after-sales service repair points for maintenance, which not only affects consumers' after-sales service experience, but also increases the communication cost and time cost for consumers to enjoy after-sales service to some extent.

The integrated service model of consumption, sales and service launched by Lenovo focuses on offline retail stores, realizing the comprehensive customer-centered service, aiming at the pain points of consumers in pre-sale, in-sale, after-sale and so on. From the point of view of maximum convenience for consumers and serving consumers, we create a new sales + after-sales service model to create a new retail experience of service empowerment for consumers.

The integrated mode of consumption, sales and service is that Lenovo extends its service to the entire cycle of the use of consumer products, covers the needs of consumers, and realizes a reconstruction of user experience:

It is no longer limited to hardware items, but products and services; not only the traditional offline retail stores, but also customer-centered, allowing customers to enjoy convenient and diversified consumption and one-stop after-sales service at the first time; and the reconstruction of all this, the ultimate goal is to better meet customer needs and create a new shopping experience.

At present, the number of Lenovo retail stores that have completed the integrated upgrading of consumer sales and services has reached 1300, and all stores are equipped with specially trained service consultants. The service consultant will not only receive you warmly, but also help you solve your problems efficiently and quickly, and will also seek the service support of professional online engineers to solve all the problems for you after the emergence of product technical problems.

To sum up, Lenovo's integrated mode of consumer sales and service has put an end to separation and the isolation of retail outlets and after-sales outlets. Every retail network will be a service point for consumers, so that services can be everywhere and enjoy products with peace of mind.

Consumer sales and service integration capacity, the essence is customer-centered Lenovo consumer sales service integration empowering stores to continue to promote, for consumers, it means a new consumption and service experience. For Lenovo stores, it is also a self-revolution and a new model upgrade, but for Lenovo, to enable consumers to experience quality service in every Lenovo retail store, this not only requires Lenovo to have bold determination, overall coordination ability, but also requires Lenovo to carefully understand the ability of each store and every clerk and corresponding training. Is it hard? it must be hard; if it's worth it, it must be worth it.

When Lenovo retail stores complete the integrated upgrading of consumer sales and services, what kind of changes will it bring to consumers? Here is a real customer case to illustrate:

A consumer, one day, the desktop commonly used at home suddenly could not be turned on, so he was in a hurry and sent it directly to the Lenovo retail store where the machine was purchased at that time. After the service consultant investigated, the Lenovo consumer, sales and service integrated online engineer reported for repair. Through the description of the service consultant, the online engineer quickly locked the cause of the fault, linked with the service consultant on-site operation, troubleshooting and repair. The problem of the user was solved quickly.

Through the above real cases, we can see that Lenovo retail stores after the integration of consumer sales and service, with "customer" as the center, whether products or follow-up services, are committed to creating the best experience and the most pleasant mood for consumers. From the above cases, we can also see that behind the integration of Lenovo's consumption, sales and service is the ubiquitous strong after-sales service system built by Lenovo.

Whether online or offline, as long as you buy Lenovo products, when the products encounter problems or need service, you can directly call the Lenovo after-sales service telephone number, or through the Lenovo Wechat official account, or use the Lenovo service official website, and other query nearby Lenovo retail stores or outlets, you will enjoy a more quality service experience. In the Lenovo retail store after the integrated transformation of consumer sales and service, if it is a simple failure or after-sale, you can also experience other technology products in the Lenovo store while waiting for after-sales time, which is simple, efficient, labor-saving and worry-saving.

In conclusion, there is no doubt that the "integration of consumer sales and services" created by Lenovo is a fusion, upgrade and even self-revolution carried out by Lenovo on the basis of the existing strong service system and combined with the wide-area retail stores. This is not only the needs of Lenovo's own development, but also the requirements of Lenovo's customer-centered service needs.

For Lenovo itself, the integration of consumer sales and services will also become a continuous driving force for Lenovo to ride out the wind and waves in the competition of integrated retail in the future. As far as the industry is concerned, Lenovo's integrated consumer sales and service model is expected to open a new inspiration for the domestic consumer electronics retail system and after-sales service model. In the final analysis, for consumers, Lenovo consumer service integration model, but also really let consumers' service experience, after-sales experience, once again upgrade.

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