Su Ning lies in the gun, who's the meter?

November 30 CCTV broadcast a report on "A consumer in Suning purchase Lenovo computer triggered complaints," an uproar. All along, suning licensed authentic image has been deeply rooted, so, see this report, for the more and more optimistic about the strategy of the Suning I was a bit surprised, and then I also looked for the issue of Su Ning's public statement, and the industry and some insiders to discuss the truth finally out. In fact, there is a more interesting phenomenon, the major electric platform daily complaints received not a few, also early is not what news, why Su Ning attracted so strong attention, Su Ning is accidentally lying gun or who's in the meter? Let's analyze it objectively.

Let's take a look at Su Ning's public statement, which is not so much about the avoidance of complaints and its own claims, but transparent to restore the handling of events, from the customer received the difference assessment, active contact with the consumer, and Lenovo to verify and conduct product identification, to verify that the product no problem is Lenovo's assembler people mistakenly put the scrap sheet, Although a misunderstanding, but still online shop for consumers to change the configuration of a higher computer and receive the written approval of consumers, it is not difficult to see that Suning is trying to maintain the interests of consumers rather than a little bit of self-interest, and, Su Ning's handling process so transparent, than any hearsay can withstand verification and scrutiny. Think again, Suning line next to the big piece of a plate, if covet so small to no profit, the pattern so narrow, also impossible to live to today, right? After all, the consumer's heart has a clear account, calculate very clear.

And I just said, online sales for the quality of goods, prices, logistics, after-sale and many other aspects is difficult to control, market supervision is very difficult, but suning can from this "chaos" of the market out, let consumers actively for its "authentic licensed" label, Why?

Compared to the past, suning this year can be said to be a lot of high-profile, the reason is very clear and simple:

In terms of hard power. First of all, Suning's huge investment in the construction of logistics has been very good feedback, offline 1600 stores and online channels to get through, the store is a reasonable transformation into a "warehouse", this online convenience and the perfect combination of online experience to make suning in the distribution experience has become one of the top winners, After all, the plane is faster than the local distribution of electric cars faster, it is precisely this reason, only to create the next single to receive 36 minutes of the rapid arrival of the ultimate experience; second, Suning Network purchase platform and offline entity store purchase channels, test channels, after-sales service and so is exactly the same, therefore, the self-employed goods are from the regular factory procurement, This also put an end to the phenomenon of fakes, consumers online shopping is the most concerned about the quality of goods, the second is the service experience, some of the quality of the platform is not guaranteed, how to serve the said?

In terms of soft power. First, suning this year on the mobile end, PC end, store end, TV end of the integration, so that Su Ning has been emphasizing the practice of O2O mode finally landed, and gradually become the mainstream of consumption trends; second, suning this year to seize the opportunity to launch a series of promotional activities, including 818, the beginning of the season, the Mid-autumn day, The second 020 shopping festival and so on, and with a lot of new marketing forms, line online under the force to launch a number of free services, and the consumer life status linked to do precision marketing, the other electric business platform traffic gathered to their own here, the strength and skill of Qi Qi.

It is precisely because of the above two reasons, Su Ning seems quite a single big momentum, how can not attract other electric business platform jealous? If the restoration of the incident is just a one-sided word of the Suning family, in addition, Lenovo issued a statement that Lenovo Trust Suning easy to buy platform, and to ensure that the products sold in Suning is authentic, things have been very clear, CCTV to point generation face, did not complete the investigation on the public criticism, Misleading consumers is not doing their due role, and whether there is behind the background, will soon be the truth.

Restore the event itself, and then entangled in this matter also seems too meaningless, in this matter, I pay more attention to the process of Su Ning, what kind of online shopping form is the most secure?

I've been stressing the importance of O2O in service-oriented, the first thing to improve the service experience to ensure that the quality control, customer service, logistics, after the pre-sale in the experience, with the front of this 1 protection, will have a deeper series of care, customized service experience of the multiple growth of 0. such as Suning's handling of this matter, consumers found the product problem, if the goods are sent back to replace, not only the road will delay a long time, also can not guarantee that the logistics will not cause two damage, the replacement of the product experience is still an uncertain whether the genuine net purchase, and in the nearest line of the store on the spot to replace the goods, In addition to the regular after-sales service, more is based on consumer human nature of care and comfort. Therefore, Suning has been determined to walk their own O2O mode, in my opinion, this is the most secure form of online shopping.

Finally, a joke to ridicule, suning such a large after-sale compensation, for consumers to replace higher-priced computers and gifts series of related accessories, later, there will be a lot of people for this good welfare to black Su ning ah?