The 2017 "Double 11" carnival has come to an end. According to big data statistics, the total sales volume of this year's "Double 11" online reached 253.97 billion yuan, generating 1.38 billion packages. Although the total sales have been rising in recent years, the behavior of consumers tends to be rational and the structure of consumption purposes has changed dramatically.
Customized service has become an important part of one-stop shopping experience
At present, household products have gradually entered the attention of consumers and become the first choice for many consumers to shop online. In 2016, mobile phones, personal care and makeup products were the most desirable products for consumers on "Double 11". However, in this year's "Double 11" products on Tmall, the popularity of household products ranked third, second only to mobile phones and household appliances.
Home furnishing products have gradually become the focus of online shopping, which makes us reflect on the current situation of the weak sales of the traditional home furnishing industry. The steady progress of our urbanization level, the improvement of residents' income level, for residents to upgrade the consumption of household products to provide guarantees and support, but the traditional home improvement industry decoration chain long, information opaque, industry dispersion, and service differentiation, many consumers prohibitive. The rapid rise of the Internet home decoration industry with more transparent information forces traditional home decoration enterprises to strengthen channels, upgrade products, refine services, and actively create a combination of online and offline home decoration model to provide consumers with one-stop shopping home decoration experience.
In order to create a one-stop shopping experience for consumers, home improvement enterprises need to accurately grasp the consumption characteristics and personalized needs of consumers. At present, the post-80s and post-90s have become the main force of home decoration consumption, more and more consumers are more pursuit of personalized and customized decoration effect. In the face of this trend, many home decoration enterprises that provide customized design services for consumers meet the personalized needs of customers in a variety of ways.
Services that focus on details can win the favor of consumers
Ms. CAI and her husband in Beijing are all government units. After purchasing a new house, they did not look for a home improvement company, but found Xu Sixiang, a home improvement designer from the Beijing branch of Huanai Home Improvement Company, and entrusted the overall scheme design to Huanai Home Improvement Company. Xu Sixiang immediately arranged the time to communicate with the customer to determine the overall decoration, according to Ms. CAI's requirements, Xu Sixiang on-site design suggestions and won the unanimous recognition of Ms. CAI couple. In the process of measurement, Xu Sixiang constantly communicated with Ms. CAI about the details. While measuring the size, he communicated with her about the plan. While saving the customer's time, he communicated every place in place and tried to make the plan pass at one time. In addition, Xu Sixiang often spare off-duty time for Ms. CAI design renderings and construction drawings, for Ms. CAI arrange a reasonable construction cycle.
I went to the construction site several times a day from wall demolition to water and electricity transformation to ceiling construction, and confirmed the construction progress with workers in time, which won the trust of customers. In the end, the overall design scheme was approved at one time, and won the great affirmation of Ms. CAI and her husband.
There are many front-line service staff like Xu Sixiang. Li Xueliang, a household consultant in Cangzhou, Hebei Province, worked overtime immediately with colleagues to design a full set of round square design renderers for Ms. Li after learning about the design needs of Ms. Li Juan. In the construction process of tile laying, Li Xueliang went to the site at least twice a day to supervise the construction for Ms. Li, and informed Ms. Li of the construction progress at all times. After the end of the project, Ms. Li made a special trip to Li Xueliang sent "good service and customer first" to express their gratitude.
Nowadays, careful and thoughtful service has increasingly become an advantage to impress young consumer groups. They focus on the concept of time, quality of life, and saving worry and effort, which are the key to win the favor and identity of the customized home decoration service.
In the future, it is believed that there will be more enterprises like Huanai Home Furnishing, through continuous upgrading of products and services, gradually win more consumers' favor for offline home decoration shopping in the era of e-commerce.
