Customers rule! Customer is king

The customer is king. This is the company's core values that Bezos in and out of Amazon all the year round. From the early days of Amazon's inception, Bezos set the rules for Amazon: Amazon to be the world's most customer-centric business. As Amazon later developed, Amazon expanded the "customer" into consumers, businesses and developers.

It seems that Jingdong is not only looking to Amazon on an open platform, a big investment in logistics and warehousing, but also a sample of Amazon in terms of values and culture. From the end of 2012, Jingdong began to comb the values of the company for three months, according to people in Beijing and east. The biggest change is to set "customer first" as the core of the value of Jingdong, and the definition of "customer" from "consumers" to "consumers, suppliers and sellers."

March 9, Liu a "customer first" training for all marketing system employees and corporate management. In his speech, he said that the reputation of jingdong in the industry is not as good as before, and to this end, he asked all Jingdong staff should always be "waiter attitude" to customers.

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The transcript of his speech is as follows:

Dear Colleagues, Hello!

We are gathered here this weekend to open the Beijing-East "self-cultivation" series of training, today I would like to talk about "customer first".

Some people say "customer first" have what to talk about, we talked for 10 years. As we all know, Jing Dong's user experience, for several consecutive years in the domestic leading, how to upgrade it?

More than 10 years to let me the most touching is that many old suppliers, although not for a long time, but still we are very good friends, the evaluation of our team is very high. Many people ask me, Lao Liu, I really do not understand, how do you train the team? Why your company, even a delivery man, the love of Jingdong is so deep! Their professionalism, passion, responsibility are so good! More than 10 years ago, colleagues in the industry to jingdong every colleague's evaluation is so, everyone desperately overtime, Everyone selfless work, not their own and the interests of the company apart, can do with the "integrity, friends, cooperation" principle to treat customers, even when working with competitors. At that time, Jingdong every year to invite friends and business party chat, talk about the views of the industry. We are friends with suppliers and treat them like loved ones.

To be honest, in the last three years, our marketing team has expanded rapidly, increasing the number of 五、六倍, now reaching 2000. There are still a lot of people in praise of us, such as our staff is very clean, the industry to the supplier rebate is the unspoken rules, and jingdong this situation is very few, and Kua Jingdong marketing staff very young, very passionate, very dedicated.

However, admittedly, our reputation in the industry is not as good as before, in the criticisms against our staff, one thing I am very worried about is the attitude of service. There are suppliers and sellers reflect, in Jingdong, whether it is investment, operation, or finance, some people feel very cattle, as if they are in the tube supplier, service consciousness is very poor.

I think we should have a "waiter attitude". What's the second? Store small two is the ancient restaurant to serve the guests, the end plate, wiping the table, he put a very low position, store small two is for the seller service. And some of our employees in Jingdong feel that you sellers are relying on me to make money, is condescending. One is looking up, one is overlooking, showing a different attitude.

To be honest, the overall quality of our team has declined compared to 10 years ago. It would be unthinkable to treat a client like this ten years ago, absolutely impossible. This phenomenon indicates that there is something wrong with our team. Many of our colleagues may not be satisfied. Of course, most of my colleagues are very good, and I'm talking a small part of it, but this small part is not very individual. These people's basic quality standards and service awareness, are unqualified.

So we are in this year's values comb, but also special emphasis on "customer first". We put suppliers and sellers into the same position as the treatment of consumers, the same three, are our customers. When it comes to the company's strategy, what kind of company is Beijing East? How do we survive? What is the value of our existence? I found that, in practical work, including our executive team, we sometimes forget our strategy and forget that we are going to be a great company. A great company is not about how high you are in the market, how much money you make, what makes a person successful because of the value of what he does, but also because it creates value for society. So the only criterion for measuring a company's greatness is how much you can create for society.

What do we do in our daily work, what we can do and what we can't do? What is the development philosophy of our company? I think it is the ancestors after the enterprise! For a company, the most important is the team, in addition, everything else can not be called the core competitiveness of enterprises. This is also my 1998 years of entrepreneurship. First the team to do a good job, then the whole company can develop, the company's foundation is what? is the team, so I always say the team is the first. Consumer demand is changing, ten years later consumer demand and today must be different, but today's company, some 10 years later still alive, and some died, the determinants are team.

If Jingdong's future succeeds, it must be because of the team's success. If Jingdong fails, it is certainly not because of the problem of investment, not because of changes in the market or changes in consumer demand, but because our team has gone wrong, and the main reason is that I have a problem.

Therefore, in the Beijing-East Triangle strategy, our goal is to first build a best team, and then rely on our excellent team to build three systems: Information systems, logistics systems and financial systems. The basic criteria for assessing whether these three systems are good are cost and efficiency. Only by continuously reducing costs and increasing efficiency can we create value for our customers. So what is value? To save money for consumers, to reduce the cost of supplier channels, which is the value we create.

A valuable company, we must build a valuable bridge in the industry, not only to protect our customer experience, but also to ensure that our costs and efficiency, in order to truly create value. This customer experience not only refers to consumers, we have suppliers and sellers also have a product, price management, so that they are the fastest time, the easiest way, the lowest cost of access to services.

Our team wants to change our knowledge of suppliers and sellers, improve our service, and give them confidence in the future of Jingdong. Because the greater the Jing dong, the lower our cost, the better the efficiency, suppliers and sellers will make more money, more conducive to the development of the brand. The user experience is not only the foundation of the development of the Beijing-east, but also can bring the brand promotion and company development to our suppliers and sellers.

In short, I hope that any jingdong people should remember, no suppliers, no sellers, no consumers, there is no Beijing east, three indispensable. These three are the three most important customer groups that make up our entire e-business business. Lack of which, will destroy the entire ecological cycle, business model can not be established, Jingdong company can not be developed. Consumers, sellers, suppliers are our customers, we should be grateful to customers, customer benefits first, focus on customer experience, many for the sake of customers, we have to serve customers, with active service awareness, happy service; we will make our customers, do our best to exceed customer expectations, help customers achieve their goals.

I remind you that this is the core of the value of Jingdong: Customer first. In Jingdong, values are our lifeline and high-tension lines. Next, any decision we make depends on whether it violates the company's values, whether it violates the customer first, and if so, the decision is invalid. The development of the company and the promotion of employee happiness are not through the game of benefit, but by creating value.

Finally, I hope that all of our colleagues today can understand from the bottom of our hearts "customer first", and really in the work of "customer first", I also firmly believe that the Jing Dong people in the "Customer first" value, we will be able to consumers, suppliers and sellers to provide better services, so that Jingdong can provide customers and society to create greater value !

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According to Jing Dong insiders, Liu is now raising the value of the building to unprecedented heights. Prior to this, we can also feel the content and style of Liu Speech from Liu's internal annual meeting speech, and some changes have taken place.

Now Jingdong's own values as "customer first, integrity, team, passion, innovation."

Let's look at Amazon's values:

Customer First: We start from the customer experience, and through the customer demand backwards work mode.

Innovation: You fail to listen to customers, but you cannot succeed if you only listen to customers.

You are acting: we live in an era of unpredictable innovation--it gives us every minute that is precious.

Ownership: When you are involved in building a great company, ownership is vital. In taking on projects or giving advice, people will think long term, passionate and full of strength in the face of every challenging decision.

High-standard employment: In making a hiring decision, we ask ourselves: "Do I like this person?" What can I learn from this person? Is this man going to be a star?

Thrift: We only spend money on the edge, and believe that saving will bring abundant resources, self enrichment and invention.

These words seem more specific and explicit than the "customer first, integrity, teamwork, passion, and innovation" values in Jingdong.

A company's values should be something that directly determines how employees act.

User comments:

Susan: Anyway, in jingdong buy things are also a lot of, stick to the rut or say inexplicably or feel that jingdong in the industry still has a benchmark role. Of course, or more than the Oriental CJ almost (only from the logistics user experience comparison)! All enterprises are grass-roots staff good education, and the interests of contradictions and management authority of senior staff is not good education! Strong brother since realize oneself such question, that solves come to us to see!