Recently, experts pointed out that while the Chinese auto industry is growing rapidly, it is facing a test that needs to be strengthened when customer satisfaction and loyalty are intensified. The Chinese auto industry is transforming from a seller's market to a buyer's market. The implementation of the service marketing concept will help the growth of China's own auto brands. It can be said that the Chinese auto industry is entering the era of service marketing.
Compared with other products, automobiles, as bulk durable consumer goods, have complicated processes, many spare parts, and long service life. After-sales service is more complex than home appliances or IT products. According to European and American countries' statistics, in a fully mature international automotive market, the sales profit of automobiles accounts for only 10-20% of the profit composition of the entire automotive industry, and the profits of spare parts supply account for 20%, while 50-60% of the Profits are generated from the automotive service industry.
According to Liu Yanping, deputy director of the China Marketing Research Center of the People's University of Commerce, many manufacturers have taken a look at the larger profit margins in the previous period, and feel that it is difficult to generate benefits in the after-sales investment. As a result, some manufacturers started to reduce service quality or increase service prices. To make up for the investment in services. We cannot but say that this is a short-term behavior. It may be difficult for services to generate large profits at this stage, but the output is customer satisfaction. High customer satisfaction will enable companies to gain higher long-term profitability, get better protection in the competition, and also make the company adequate to meet changes in customer demand.
The reporter learned that Foton Motor has now built China's largest call center. The car call center has 50 seats and a professional call team of nearly 100 people. The customer call service center and the nationwide service network provide 24-hour rescue services. This internationally-accurate service measure has taken a leading position in China.
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