Shop No. 1th Gege: Create customer experience to occupy the commanding heights of the electric business market

Customer satisfaction 92%, registered users to break 24 million, daily orders 70% are old customers ... This series of customer-related figures drawn from third party agencies is a qualified answer to the end of Shop No. 1th. In this respect, shop 1th founder Gege in the recent "it Times" the eighth annual CEO meeting, said, solid intentions to do a good customer experience is to win hearts, occupy the commanding heights of the key.








Gege that the customer experience covers the entire process of customer access from the Catenary station to the services and purchases from the site, including search, referral, reminders, pre-sales and after-sales service. One of the advantages of e-commerce is to have the customer's purchase, search, collection and purchase of goods related to the degree of information, can make full use of this information to provide customers with more intimate service. According to the operating experience of No. 1th store, Gege will "customer experience" to decompose the relevant indicators, that is, 5 major coping principles: rich, affordable, timely, convenient and safe.





Rich: Demand for goods to reassure customers





this year, 1th stores sold hundreds of thousands of kinds of goods. Gege introduced, this year 1th shop on-line sample Center, there are a large number of world-class businesses, such as Procter and Gamble, Unilever and so readily available. The sample center contains not only a simple shopping platform, there is a information and knowledge platform, such as buying rice cookers and product introductions, almost including all the information about the rice cooker and related knowledge, so that customers not only know product information, but also to learn some relevant knowledge. At the same time, customers how to consider these new products, how to evaluate, can be feedback to the business to provide guidance ...





Gege that the shortage rate directly affects whether the customer can buy the goods at any time, and the low stock rate requirements, will lead to high inventory turnover slow. Therefore, in the supply of goods, Shop No. 1th focus on the control of the shortage rate.





Benefits: The sale price is not expensive lets the customer be tempted





Gege that Price is one of the core points of E-commerce, one of the key elements of E-commerce. To this end, store 1th set up a price management team of more than 30 people to enable price intelligent system PiS. This price intelligent system real-time online search more than 17 million product prices, in the background with data mining, corporate architecture strategy applied to the architecture model. In the dual cooperation of software and hardware, the real time study all commodity price elasticity, including competitor's price, then decides the 1th shop product price, carries on the dynamic real-time adjustment. With advanced system and business model, store 1th will be the value of the customer's hands, low-key forward, rational management.





on the other hand, store 1th in the improvement of logistics facilities, system construction, talent accumulation in the process, the use of scale management to bring the bargaining advantage, has the qualification to become the best sales platform manufacturers, and ultimately win in the cost, forming a competitive commodity prices.





in time: fast delivery speed to make customers happy




According to
, shop No. 1th started its own logistics in October 2010. At present, 1th stores 70% of the orders by their own logistics team distribution, so that you can control their goods distribution services. At present, 1th stores own distribution of the timeliness rate has reached 99%, this is the third party logistics is difficult to achieve.





1th Stores the total area has reached 280,000 square meters, and in the country 40 cities since the establishment of nearly 200 distribution sites, so that consumers can truly "stay at home, a direct stop", fast and convenient to buy the necessary supplies.





Convenient: page operation is not difficult to let the customer worry





this August, according to Alexa browsing the web site on the domestic number of major electric screen opened the speed of comparison shows that shop 1th, Xun, Jingdong Mall ranked industry top three, respectively, 0.788 seconds, 0.793 seconds and 1.118 seconds. According to scientists, normal people blink in 0.2~0.4 seconds each time, people for the patience of waiting in 1 seconds, 1th shop page fast speed, from the scientific theory on the consumer in the online shopping, waiting for the page buffer anxiety and discomfort, not only save shopping time, but also effectively improve customer experience, the convenience of online shopping, Efficient and other advantages to play to the extreme.





according to Gege introduced, just began to design Shop 1th First edition page when they focus on learning the concept of foreign sites, but because the homepage is too concise, need to click to see, lack of content and shopping atmosphere, customer feedback is poor. Later through the customer survey, found that domestic customers like lively, like in a page to see all the information of interest, while customers like to open more than one page at any time to jump feel more convenient. Based on these studies and surveys, the 1th shop page has undergone four upgrades.





at the same time, in order to reduce the extra time for shopping and effective management, shop 1th has carefully launched the "one-page purchase" and "shopping list" and other services. Customers want to buy the type to write out, such as want to buy food, daily, etc., the key concepts of these keywords into, according to the past purchase behavior, so that customers in a page can, complete all purchases.





Safety: Good quality of goods to reassure customers





for the quality of goods, especially food safety issues, 1th stores this year, relying on all businesses, suppliers and partners to jointly launch the "China Good commodity" platform for customers to create a reassuring shopping environment. On this platform, shop 1th requires all businesses to provide three-minute video clips of the merchandise, which are auditioned by customers. This will "sell what" option to the user, the traditional "I sell you buy" to promote to more interactive "I sell you selected" new business model, which is indeed the first domestic electric business field.