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

Whether it is the shipping data released by third-party research institutions, or the recent hot sales of Huawei's flagship Mate, all these phenomena fully show that Huawei has a good reputation in the domestic high-end mobile phone market.

Even, in the minds of more and more users, Huawei is unique, which is reflected in the only experience brought by products such as "satellite communications", "Kunlun Glass" and "Hongmeng". It is also reflected in the unshakeable brand cohesion.

In the author's opinion, "brand power" is the place that can directly prove the reputation and value of an enterprise, and represents the long-term and sustainable competitiveness of an enterprise. However, to build the only brand strength in this industry, it is far from enough to rely on the precipitation of good products. Huawei service is another secret besides the strength of Huawei's products that Huawei mobile phones have such high user loyalty.

"turn every service into a warm memory of consumers" is not only a slogan, but also Huawei's commitment to tens of millions of users. Therefore, through in-depth insight into consumer demand, Huawei continues to analyze the potential needs of consumers and continuously launch diversified, low-cost service solutions to meet different consumer needs.

For example, customized solutions such as "changing batteries at one price" and "memory upgrade" brought by Huawei not only benefit tens of millions of Huawei users, but also become a model for the industry, making Huawei service a leader in the industry.

We know that the battery is a chemical consumable, with daily use, the battery capacity will continue to be consumed, more serious, the phone life will be seriously shortened, but also cause accidental shutdown and other problems. There is also a solution-change the battery. However, in the past, the cost of this kind of "maintenance" is very high, such as the official after-sale, the battery price often varies according to the product model, the price is expensive. After the sale of the third party, the quality of the product can not be guaranteed.

This is not only a common problem faced by the industry, but also a problem that tens of millions of consumers urgently need to solve. To this end, Huawei took the lead in the industry to launch "one-shot price for battery", adjusting the cost of replacing the original battery for mobile phones, tablets, PC and wearable models into an one-mouthed price model, so as to reduce the cost of battery replacement for consumers through Huawei's profit.

Take Huawei mobile phone as an example, this service was launched as early as 2018, including Mate series, P series, nova series, etc., almost all models are covered from low to high, and the total price of spare parts and labor costs for battery replacement starts at 99 yuan, which greatly reduces the maintenance cost of consumers. To this day, Huawei users can still enjoy the service, and tens of millions of consumers have participated in the battery exchange service at one price.

Similar services, there is a "screen replacement program."

In the current screen era, whether mobile phones, tablets, or even PC, may encounter broken screens, especially mobile phones. But in many cases, our phones may just have broken glass on the outside of the screen, but you need to spend extra money to replace all the screen components, which is very expensive for consumers.

To this end, Huawei Service has also done the first feat in the industry, launching maintenance activities for the outer glass of the screen. If the equipment only has a broken outer screen and the inner screen is intact, only the outer glass of the screen can be replaced, which greatly reduces the maintenance cost.

It is reported that nearly one million consumers replace the outer glass of the screen every year.

Not only that, Huawei service also aims at the needs of consumers, especially launched the Kunlun glass replacement service, the whole machine drop resistance up to 10 times, improve screen protection, make the screen more tough and more reliable. In addition, for consumers who need to replace screen components for damaged inner screens, Huawei Service has also launched special screen activities to reuse the replaced screens, which have been repaired and tested by advanced maintenance centers to further reduce consumers' maintenance costs and reduce the output of e-waste.

The "memory upgrade" service is also very worthwhile for competitors to follow up and learn. It is common that mobile phone storage is not enough. Many users have to go to the maintenance shop to "expand capacity" in order to continue to use their phones. But this way is expensive, it is very unstable to use, and it is prone to failures such as the scrapping of the motherboard. However, many brands do not provide official expansion services, so when the storage is full, consumers will either "make do with it", change their phones, or take risks to "expand".

In response to the above demand, Huawei launched an official memory upgrade service to solve the problem of insufficient storage space for mobile phones by replacing memory chips with larger memory. At present, more than 70 models are supported.

In addition to the above unique customized solutions, Huawei Service also provides free film service for consumers on Huawei Service Day every month, with millions of consumers participating every year; while the innovative "maintenance model" is opened, consumers' privacy data will be isolated to further ensure consumers' privacy security, and Huawei services will be promoted to a new level in professional and technical capabilities. Door-to-door service, at present, the door-to-door service of the mobile phone tablet has been extended to 53 cities across the country; in addition, there are some features of IP, such as the Spring Festival does not close, every year during the Spring Festival, nearly a thousand offline service stores are open normally, so that users can feel at ease and enjoy a good holiday And launched the four-year-old "Love Post Station", which has provided outdoor workers with free cooling, drinking water, charging, film, cleaning and maintenance services for four consecutive summers.

High-end, professional, temperature, this is not only the purpose of Huawei service, but also the advantage support that Huawei service can create an industry model. Every consumer who enters the store can always feel Huawei's ubiquitous, meticulous high-end, professional and warm service.

Take the author's actual experience as an example: some time ago, the author accidentally dropped several cracks on the screen of a Huawei mobile phone. I went to Huawei's official website to inquire about the price of changing the screen. The maintenance price, including labor costs, was only 269 yuan, which was quite cost-effective. Then, through the "my Huawei" App, I chose "nearby stores" to make an appointment for maintenance.

After arriving at the store, as soon as I entered the door, there was a warm reception from Huawei staff. The author briefly described the problem, and Huawei staff took the author to the waiting area.

The mobile phone that needs maintenance is opened in the face of the author and sent to be overhauled. In this mode, no one can see the contents of your phone but yourself. When the author came to the waiting area, another staff immediately sent me warm water, as the maintenance just in time for the meal, Huawei store staff is also very considerate to send a few buns.

Not only that, Huawei staff are also very considerate to ask the author whether the need for a free spare machine to ensure that the author's follow-up normal use.

There is also a small detail, the seats in the waiting area are comfortable and quiet, there are fast charging lines, and the service is in place. In addition, the after-sales maintenance window also uses a transparent design, you can see the internal maintenance.

After waiting for about an hour, the mobile phone has taken on a new look, and then the author added WeCom of the store, and then feel free to consult Wechat and provide timely service if you have any questions.

This experience is really impressive, in the process, I feel the enthusiasm and professionalism of every Huawei staff, for the author's every question, the staff can answer patiently, without the slightest sense of boredom.

A more ordinary Huawei service experience has become an unforgettable "warm memory". This is the charm of Huawei service.

At last, Huawei Service has gradually built up a multi-channel and omni-directional service matrix online and offline. Online, Huawei provides 7-24-hour service hotline and online customer service; offline, the service network covers 99% of prefecture-level cities and 92% of counties.

"the best product is service". Good service not only represents the last link of a product good experience closed loop, but also represents the maximum presentation of the value of a brand. For a long time, Huawei insists on using the best technology and services as a strong support for the competitiveness of Huawei products.

Today, Huawei is far ahead in the whole industry, not only in R & D and innovation capabilities and product strength, but also in the industry's leading differentiated services, such as the introduction of a variety of low-cost, diversified solutions, characteristic IP activities and so on. These upgrades in all aspects have improved consumer satisfaction in all aspects and become the core of Huawei's brand strength. It is also the most indispensable part for Huawei to consolidate the position of high-end brands.

All this is inseparable from Huawei's pursuit of the ultimate consumer experience and its continuous commitment to "consumer-centered". Huawei's high-end, professional and warm service has built an emotional bridge between products and consumers, which makes Huawei better understand the needs of consumers and has become a support for Huawei to capture the minds of tens of millions of users.

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