It is also a year of 618, unlike previous years, it has been much earlier and more exceptional in the year.

Beginning in late last month, the platforms of electricians launched a new round of fighting. But this year, when the epidemic is repeated, 618 more than ever before. According to the latest data published by the National Statistics Office, the total retailing of social goods in April was 2948.3 million yuan renminbi, down by 11.1 per cent.

In complex and large environments, consumers are facing challenges, ranging from platforms of electricians to logistics enterprises to small and medium-sized businesses. In particular, what changes have been made in the tying of 618 this year? What is the impact of the epidemic on logistics and consumer mindset? What changes and changes have occurred to date since the continuation of the festival? What are the tests that the new players have brought to the telecommunications industry?

On 16 June, in the afternoon of the ninth issue, 2022, sponsored jointly by the new waves of production, new waves, App, and new waves of science and technology, the Vice-President of the Group, Liu Zhenmin, Managing Director of the Chinese retail group’s extensive business community, the Professor of Marketing of the School of Management of the University of New Jordan, Chen Ping, Professor of Business Management, University of the Capital Economy Trade, and the Under-Secretary-General of the China Society for Protection of Consumer Rights and Interests, Chen Jiang Jiang, were invited to explore in-depth purchases around the theme “618 consumer values under the epidemic”.

Variation of promotional play, changing consumer demand, and trade competition

“It is true that this year’s 618 pushes a relatively large change in previous years, but at the same time it has not changed significantly.”

During the dialogue, Liu Zhenmin spoke about three changes: first, the partial consumer demand was curtailed; secondly, the promotional approach had changed significantly, with particular complaints of promotional play in previous years, which had begun this year with a simple marketing exercise in Nanjing, allowing consumers to see very clearly the underlying price of commodities; and thirdly, the business community had encountered some difficulties, but the platform offered very many initiatives to help small and medium-sized businesses maximize efficiency gains.

There was a similar feeling of change in the platform and business, and in his view, many promotional activities had been usually concentrated at a point of half a night, often in the past, at 618 or 11 times a year, and the rules were complex in order to create an atmosphere in which some of the so-called figures were sought. But there has been a marked change this year, when business is increasingly regulated and consumers are becoming more rational, especially after the epidemic, in favour of subsistence consumption and consumption of essential goods.

As the rules of play evolve, consumer demand potential is still excavated even in a special consumer environment.

Liu Zhenmin believes that “the consumer’s enthusiasm for 618 east of Gin remains stagnant, and the willingness of consumers to purchase is very strong at these major promotional nodes”. According to its presentation, on the opening of door 1 June, the sales of the city of Gover and the sale of businesses and front-line door shops increased several times, and at 8 p.m. on 6 June, the four-hour sales of the capital city of Gover increased by 6.5 times. The potential of consumers is still very high.

Young clouds indicate that consumption of 618 this year in the context of the new coronary epidemic, compared with the return to some basic, subsistence consumption in previous years, has been relatively inhibited, to a large extent “return value demand”.

Market competition, of course, is also changing. From the platform and business side, competition is still undiminished, as compared with previous years, when there is some quiet and individual pressures and challenges.

As a traditional platform of telephony, Liu Zhenmin referred to the fact that consumers had more and more visible choices, whether short video, live or other means of buying goods, and that in the long run, consumer aspirations for a better life were irreversible. Whether in Beijing, Shanghai, or in rural and village markets, consumer quest for quality, enrichment, price competitiveness and service experience will not change.

One of the obvious changes in the telecom industry this year is that the major platforms are beginning to strengthen their own hard strength and build their own competitive advantages. For example, it has entered the field of self-employment, and it is hoped that consumer demand will be met through the supply chain. However, Liu Zhenmin believes that, in the context of self-employment, it has accumulated advantages over the years. “The second such advantage is not available in this industry. Other friends have indeed joined the camp, hoping that this advantage will be filled, but in the short term it will not be up.”

Turning to the distinction between friends and friends, he said: “The self-employed are self-employed, sold online on their own, essentially self-employed. Other electrical platforms can be understood as commercial properties of rental shops. This is the difference between the two, which is also a very important core competitiveness for many years in the east.”

How can the platform and business capture value-based consumption? Expert recommendations

How can the platform and business of the epidemiologists in the epidemic move forward steadily? Several professors and experts also made recommendations during the dialogue.

White clouds mention that retailers need to have three businesses: thinkers, thinkers, adversaries.

First, retailers, in whatever way, are required to improve market insights, i.e., thinkers, transform much information, data into their own business intelligence and promote business development.

The second is to improve the ability to keep abreast of consumers, i.e. high-profile businesses, to learn about the detailed changes in consumer demand and to find opportunities to create new business models.

Thirdly, there is a need to improve the resilience of dealers. Economic development as a whole may be a downward trend in L, and the overall retailing of society as a whole is not as shocking, and we face greater technological challenges, how to transform digitization and how business models, business models and business models are adapted to external changes, and what should be the transition capacity of business.

Chen Ping argued that when Chinese consumer demand is no longer growing at high speed, a fundamental point is the need for good commodities, whether on-line or under-line real shops.

In his view, first, it was important to have sex ratios for commodities and to have value for purchases; secondly, the current economic downturn was converging with the ageing, nutrientization, small familyization of China and the whole commodity area.

Upstream news: 16 April 08:05

The 14th orbital traffic line is a North-South track traffic line of 29.016 kilometres long, passing through the plunges, the nine-long slopes, Banan and the main ferry areas, starting at the Fuhua road station and ending in the south. The line is being invested by the China-Congo Investment Group, the Honduran Urban Transport Development Investment Group, and the orbital engineering works are carried out by the Chinese-owned railway station, which is under the responsibility of the 25th Bureau.

On 15 April, with the successful completion of the last-stage orbit, the heavy-duty-orbit traffic line 18 was put on track to provide a solid foundation for the follow-up wire, wire transfer and wire-sharing tests.

Orbital Traffic 18 runs during the planned year.

The 14th orbital traffic line is a North-South track traffic line of 29.016 kilometres long, passing through the plunges, the nine-long slopes, Banan and the main ferry areas, starting at the Fuhua road station and ending in the south. The line is being invested by the China-Congo Investment Group, the Honduran Urban Transport Development Investment Group, and the orbital engineering works are carried out by the Chinese-owned railway station, which is under the responsibility of the 25th Bureau.

The orbital work began on 15 September last year. Insight, trajectory, wire connections and bus connections are four major engineering spaces for orbital traffic construction, divided into “short-track” and “long-tracking”. The term “short orbit” means the full completion of a 25-metre long standard steel track to form a continuous track where engineering vehicles can operate. The long trajectory was achieved when the steel tracks were not sequentially welded. After the realization of the “orbit switch”, the line of operation of the train has been secured, and the network, access to the network, has succeeded in achieving the “grid”, with orbiting being fully transferred from the construction phase to the pilot phase.

The Minister for Heavy Orbital Engineering of Line 18 of the Medium-sized and Twenty-five-Four-Lifeed Route Transport, Dondsan, introduced the conditions that had been created for the follow-up of other equipment specializations, orbital bus tests, etc. Upon completion of the route, it will be further accessible to the population along the road by means of a combination of heavy-day orbit traffic line 1, line 2, ring line, line 5, line 9 and river line 12, line 21, line 24 and line 25, respectively.

Upstream journalists Chen bamboo photography

Introduction

Audit: Associação

From January 21, 2020 to 24:00 on March 5, 2022, Henan Province has reported 2685 confirmed cases (2509 cases locally and 176 cases imported from abroad), 24 hospitalized cases (1 case locally and 23 cases imported from abroad), and 40 asymptomatic infections still under medical observation (40 cases imported from abroad). A total of 64110 close contacts were tracked and 267 close contacts were being observed.

In the past 2021, also known as the first year of the meta universe, this concept of self-contained flow quickly penetrated all circles and became the hottest investment outlet. There has been no general consensus on the extreme form of the meta universe, but it can be predicted that the core business model of the meta universe is to provide personalized perceptual experience for different people, followed by products and services. From this premise, experience will become one of the few “hard currencies” between the real world and the meta universe.

Text:

In an increasingly digital world, consumers’ needs and decisions are increasingly decentralized and diversified. In addition to brand, price, quality and service, people pay more attention to the process of obtaining products and the satisfaction after obtaining products. Under the new consumer demand, the experience economy is sweeping all walks of life. In addition, a number of CEM enterprises including qualtrics and sprinklr have successively completed IPOs, and more and more leading enterprises have begun to take customer experience management as the highest strategy.

However, after the leaders finish the PPT, someone has to work. So here’s the question:

“Is customer experience changing from traditional satisfaction survey to NPs or VOC?”

“Customer experience is so important, what should we do?”

“What can I do to make my customer experience better?”

Today, let’s talk about what customer experience management “manages”. First two chestnuts.

The author once participated in a symposium of car owners, at which the host tried to explore the feedback of car owners on various service links such as “door reception”, “product introduction” and “test drive” one by one according to the standard sales service process of the enterprise, while the car owners expressed it completely according to their subjective feelings with strong emotional color:

“The sales call said I went only when there was a car. There was no car at all. This is a matter of integrity!”

“I can’t do this even if you don’t know how to sell cars. Why do I care how enthusiastic you are when you serve tea and water?”

……

Therefore, one side is the perspective of enterprises under the traditional survey. Enterprises stress processes and standards, and different links are equal rights; On the other hand, customers talk about their feelings from a subjective perspective, and different feelings have priority.

For the second example, the author once had a meal in a Japanese restaurant in Shanghai. I saw several little sisters at the next table changing different kimonos and taking photos after they arrived. If they hadn’t sat down for dinner at last, I thought I had met a famous lady in Shanghai. Nowadays, this is called online Red punch in, which is called emotional experience in Cx. Later, we had dinner at a Japanese food restaurant in Beijing. When serving wine, the waiter brought a plate of wine utensils and introduced the material, process, texture and characteristics one by one. After everyone selected them, the waiter said, “if you like, you can choose to buy after dinner”, which was full of ceremony and no trace of promotion. These are not achieved by measuring the traditional customer satisfaction of the established process, nor can they be improved by expressing satisfaction or dissatisfaction. Because the experience is difficult to quantify, everyone is different, or even different time after time.

The characteristics of Cx are summarized as follows:

1. Experience is a personal feeling. Everyone is different and different again and again. Therefore, “customer” and “experience” are equal rights and equally important. We need to understand everyone’s every experience;

2. Customer experience is so important. On the one hand, because the Internet makes everyone’s experience quickly transmitted to everyone, enterprises have to pay attention to it; On the other hand, the Internet also enables enterprises to reach all consumers in more and more places. Therefore, customer experience management must be digital management, so that enterprises can “understand everyone’s every experience and deliver different experiences to everyone”.

In the industrial era, enterprises’ self-centered operation has completely moved towards customer-centered management in the Internet era. After clarifying the essence and law of customer experience, we will know what experience management should do next.

About how to do it, give me some dry goods.

1. Customer journey and experience contact design

2. By outlining the customer journey, clarify the various touchpoints that customers may contact at different stages of their relationship with the enterprise, and clarify the possible experience types, occurrence scenes and customers’ real needs of different contacts, such as some functional and some emotional; Some can be realized by standard services, and some should be treated individually. This part is like the top-level design. If you ignore it, you will “do whatever you want” and “if you can’t do it, push it down and start again”.

3. Imagine what would happen if we superimposed the experience maps at different times? Yes, we will clearly see the laws and trends of customer experience changes.

4. Therefore, when designing the customer’s journey, we should also take into account the customer’s needs, and always proceed layer by layer according to the five layer demon tower of Maslow’s theory. However, the experience is subjective and relative, which is greatly affected by the relationship between demand and supply. For example, when Haidilao first appeared, our evaluation was called “human beings can’t stop”, but today we may not have such a high evaluation and strong impression. So, were the watermelons in the waiting area sweeter than those now, or did you see more market today?

5. Customer experience monitoring and analysis

6. Customer experience monitoring is actually to monitor and analyze customer experience data according to the sorted customer journey, that is, “hear”, “hear clearly” and “understand”.

7. Step1 heard: as long as there is a “voice” of customers, we should find ways to access data. Whether it is the traditional 400 center, e-commerce customer service, intelligent Internet, app, user community, etc., we all call it Omni channel customer voice monitoring. In contrast, the data access of online channels is relatively simple, generally relying on ETL or API. However, we often ignore the largest sources of “sound”: retail stores, service outlets, exhibition halls, door-to-door personnel, etc. the access of this part of offline channel data requires the introduction of intelligent hardware, such as Bluetooth microphone, intelligent speaker, microphone array, dialogue robot, etc.

8. Step 2 listen clearly: how to use it after receiving the data? For example, only 400 centers of a large automobile enterprise have about one million consultation / complaint data a year. If you add online and offline retail scenario data, this is not enough

9.