Save 1.6 dollars.

Let's leave the BoE to give up the customers who are unwilling to go downstairs to pick up the goods. We only look at Mr. Liu's point of view:

"Every shipping agent in Jingdong has to take at least 30 packages a trip, general first send large goods and then send small goods (big appliances are distributed by the car, all door-to-door), because the distribution staff can not carry more than 30 packages at the same time upstairs, so the first 5 users of the goods may not directly to the upstairs, on this, Jingdong Company stipulates that the distribution staff can negotiate with customers, please the customer downstairs to pick up goods. At present, only less than 1% of customers refused to go downstairs to pick up the goods, most users can understand and cooperate. We can only give up the users who are very individually rejected. If the guarantee 100% of the goods are sent upstairs, the distribution staff need to take less than 8-10 packages per trip (average size package weight), so that each order delivery cost increase of 1.6 yuan. The 1.6 yuan is ultimately borne by another 99% or more users. In order to serve the less than 1% of users, so that more than 99% users pay 1.6 yuan/single cost is unfair, but also outweigh the gains. ”

In order not to distort Mr. Liu's intention, I have to the Jingdong Mall's official statement of the words do not leak down.

But to savor, you can find some interesting things in between. First, Jingdong said that "the first 5 users of the goods may not be sent directly upstairs." "But no customer can guarantee that their order will not happen to enter the top 5." Therefore, before shopping to consider whether willing to accept downstairs to pick up the goods brought trouble is all customers, not just the "unlucky Top 5".

Second, Beijing east also said, "only less than 1% of customers refused to go downstairs to pick up the goods" if we calculate according to 0.5%, each delivery man with 30 pieces of goods, then an average of 7 delivery staff to deliver a round of goods will meet a customer refused to go downstairs to pick up the goods, I do not know how many of jingdong delivery, It is also not clear how many orders per day in Beijing east. However, in view of this, Jingdong said every day will encounter 10 of the 20 refused to go downstairs to pick up the goods consumers. Every day, this group is not a minority.

In addition, Beijing East also said that if the 1% to meet the door-to-door demand, "each order delivery cost to increase 1.6 yuan." The 1.6 yuan is ultimately borne by another 99% or more users. This point seems to be some do not understand, it seems that if satisfied with the 1% demand, jingdong each commodity price will be the overall floating 1.6 yuan, and in order to save the cost of this 1.6 yuan, Jingdong chose to play some discounts on customer consumption experience.

At this point, I did not strike a blow to Jingdong. such as the above analysis, we can see that the current Jingdong is still taking the e-commerce business as a wholesale to do. Perhaps Jingdong has tasted the sweetness, but today's e-commerce environment is undergoing drastic changes. When, the red child these formidable competitors are unceasingly promotes the logistics service, improves the shopping experience to attack the department store the time, the Jingdong chooses the customer experience to hit the cost the idea. This has to say is a skill to faint recruit.

The increase of the competition of electronic commerce, let "customer is not God" this question is placed in front of each big network merchant. As an example, in order to improve customer experience, Dangdang has invested in Chengdu, Wuhan, Zhengzhou 3 major logistics centers, and greatly expand the Shanghai, Guangzhou warehouse, improve the logistics speed and service quality, at the same time the homepage has made a major revision to enhance customer shopping convenience. Personally believe that the development of e-commerce, cost control is important, but the customer is still the core. To the loss of customer experience in the form of compression costs, in the long run, the use of Liu is "outweigh the gains."