2016 is the first year of the implementation of the strategy of Huanai Group. Selling building materials to selling furniture is the first step of the strategy of Huanai Group. This seemingly small step opens a new field for Huanai Group and explores a market full of opportunities and challenges. But its successful opening also marks the whole China Nei family chain is being built. And the ultimate realization of this strategy also needs the joint efforts of all Huannai people, to promote Huannai Lijia from the building materials circulation industry to the whole household supplier, in terms of service quality to bring customers a new experience, high quality service has become the magic weapon of "bribery" market.
In the Internet era, the competition between enterprises becomes more and more fierce, and customer satisfaction becomes more and more important, which also puts forward higher requirements for enterprises. Adhering to the service-oriented theory, Huana adheres to the core principles in terms of service level and quality:
First, speed up the information construction, improve the CRM customer service management system, to achieve fine, whole-process monitoring. Use big data to analyze customer service demand points and improve service quality.
Second, optimize the service standard of the whole process, further refine and upgrade the original service level in the whole process of marketing, order management, delivery, installation, maintenance, processing, etc., so that the front-line service personnel can rely on the standard.
Third, sincere care for millions of old customers. In the service of old customers in the way of bold innovation, exploration, the formation of a strong word-of-mouth effect. Next year, the group's official wechat service account will also regularly plan some activities to interact with old customers.
In the New Year, the competition in the circulation industry of building materials is becoming more and more fierce, and the product homogenization is becoming more and more serious. The vast majority of customers are difficult to clearly identify and choose service providers. Therefore, it is very important to do a good job in service and bribe customers with first-class service. Huanai hopes to make customers firmly choose Huanai through pre-sale quality service and after-sale value-added service. Reliable products and services let them become loyal fans of the enterprise, and then generate a good word-of-mouth publicity effect.
Huanai launched home service Day to "bribe" customers in each sales area, which reflects the importance of the enterprise senior management to service, and is an innovation in the internal service system of the enterprise. Through the nationwide investigation of each sales area, fully understand the service status of the sales area and each brand department, find the problems in the service link, think about the improvement measures and methods, and effectively improve the service quality.
Consumers' cognition of enterprises is more directly from the front-line service. Unified store image, employee image, standard language and service details can make customers form a good impression. At the same time, through the innovation of service details, even the little things, to create more than expected customer expectations, let customers feel the sincerity and professionalism of Huanai, which can very well enhance the brand reputation of the enterprise.
From a macro perspective, the entire army in the field seems to be in the exploratory stage, and the road has not been finalized. Market competition is increasingly intensified, the beautiful "everyone" concept, enticing many focus on a certain field of home furnishing enterprises to jump into, but everyone is not a magic weapon, adhere to professional, good products, good service to laugh last.
