We often say that "safety is no small matter". In fact, as far as the LED display industry is concerned, the service is also no small matter, and the small matter is the big thing. The level of service represents the image of an enterprise and should not be neglected in the slightest.
The 21st century is the era of the new economy, which is essentially a service economy. The proportion of tangible products in meeting consumer needs is gradually declining, and the value of services is becoming more and more important, entering the era of service winning, service-oriented experience and innovation strategies have become the basic strategic choices of modern enterprises , More and more LED display companies are moving closer to the core of competition to the center of service. For example, dealer technician certification training, LED display engineer ACE certification, etc., are all in order to further strengthen the service, and after-sales service occupies a particularly important position in the entire service.
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The emergence of "after-sales service" is an inevitable result of market competition. When the company's product development reaches a certain level, the manufacturing technology is almost the same, which is also the main reason for the marketing strategy to shift from product to service. Therefore, in this era, as an LED display company, new products can't keep up with the beat, and the service can't meet the satisfaction, so you can only stand by the bullet and wait for the presence of death.
Fight the after-sales service battle and win the "second competition"
Many economists believe that product price and quality competition is the "first competition", and after-sales service competition is the "second competition". It is a deeper, more demanding, and more long-term strategic competition. , It is more important than the "first competition", and it has the effect of determining the outcome.
Customers are the foundation of an enterprise. Without a fixed customer base, it is difficult to gain a foothold in the competition. Good service is an effective way to reduce customer turnover and win more new customers.
Every customer has his own social circle. In this social circle, he is influenced by others and exerts influence on others. Similarly, LED display companies cannot escape such a "circle effect." Under such a "circle effect", customers who are satisfied with product quality and after-sales service will not only become repeat customers themselves, but also become corporate promoters and advertisers, driving a large number of customers to come. Dissatisfied customers will not only stop visiting their doors, but will also post their dissatisfaction to their relatives and friends, causing the company to lose a large number of potential customers. According to expert research, customers who visit again can bring 25 percent to 85 percent of profits for the company than those who visit for the first time. The cost of finding a new customer is 7 times that of maintaining an old customer. In addition, the loss of a company's reputation and its impact on its employees, as well as its impact on the company's future development, are even more incalculable.
In addition, after-sales service work is the continuation of quality management in the use process and an important guarantee for realizing the use value of commodities. As a remedy for product use value, it can eliminate worries for consumers. In addition, in the after-sales service, customers' opinions and requirements on products can be fed back to the company in a timely manner, so that the company can continue to improve product quality and better meet customer needs.
In an era when channels are king, after-sales service cannot be slackened
Compared with fast-moving products, as an engineering product, the nature of the LED display determines that it has to work harder in service.
After years of promotion of LED display screens, the entire industry can be considered a mixed bag. The quality of products on the market is uneven. What customers are afraid of is that the manufacturer can't find it after the product goes wrong. So far, more or less customers have suffered such a loss and have miserable words. As a result, they have a sense of distrust of LED display manufacturers.
But the problem with the product is not terrible, the terrible thing is the attitude towards the problem. Many customers in the channel said: "Many manufacturers said very well when they first came, and they have a few years of warranty, etc. But after the product has problems, they can't be contacted. The responsibility is left to our agents, and they didn't earn much. Not only does it dare not sell the goods in the warehouse, but also loses a lot of money for the goods sold."
At present, with some large-scale listed LED display companies, as well as the original companies that do LED display channels, they are focusing on the layout of channels. And deepening channels is not only to develop more channel distributors, the most important thing is to do a good job in product service. In the past two years, the importance of service has gradually become a consensus in the development of major enterprises. Some companies have also been at the forefront, committed to adding value to their products with services. For example, technical training, establishment of service outlets, etc., but this is only an operability step. To improve the service level of an enterprise, it is necessary to create its own service culture.
Therefore, LED display companies must establish customer-centric core values, shape and cultivate a customer-centric corporate culture, and need customer service concepts, methods, and codes of conduct to guide the company's customer service practices, so as to realize the company Gain a firm foothold in the competition and achieve the company's marketing goals
