Affected by the Internet industry, now car companies are also saying that user thinking, from product research and development, functional trade-offs to service models, all take user experience as the highest evaluation standard, but specially held celebrations for users, and can run six consecutive sessions of continuous file, looking at the industry is also a handful.
On the evening of December 18, as the user representative of 20 million Changan Automobile, a group of Changan core experience officers and senior users from all over the country gathered in Chongqing to attend a grand celebration called "One Heart, One Companion, Warm Every You". The atmosphere of the celebration site was warm and warm, there was no sense of distance brought by red tape, and some were just frank and honest like a family banquet. With the release of the new UNI Service service by Wang Jun, President of Changan Automobile, it was announced that it will be upgraded on the basis of UNI Service's "intelligent and active, efficient and convenient, open and transparent, co-creation and sharing experience scene and service quality", and expanded to all Changan brands, which set off the biggest climax for this fan celebration, and also let every participant truly feel the enthusiasm and sincerity of Changan Automobile's practice of user thinking.
It is reported that this is the sixth consecutive year that Changan Automobile has held a grand ceremony for users. In the past six years, inviting users to "go home" has become a tradition of communication between the two sides, and has become an important measure for Changan Automobile to practice the brand concept of "customer-centric". At the celebration site, a historical and cultural sitcom called "Inheriting Dreams and Leading the Future" was staged first. In just 20 minutes, it recreates the magnificent historical process of Changan Automobile in 159 years, and the magnificent years of continuous exploration from scratch. In the hearts of the audience, a seed of exploring the spirit of Changan was planted, waiting for the future to be faced with Changan Automobile after taking root and sprouting.
In the era of digital intelligent cars, intelligent technology that can better "perceive people's hearts" has put a warm coat on the cold machinery, and has also promoted the transformation between enterprises and customers from simple buying and selling relationships to emotional exchanges. Changan Automobile took the lead in capturing the changes in customer needs, taking customer pleasure as the core of value, proposing the transformation measure of "from serving customers to operating customers", and taking "operating customers" as the key strategic fulcrum for the transformation of enterprises into intelligent travel technology companies.
As early as the fourth fan ceremony in 2019, Changan Automobile released the "Zhiyin Partner Plan" and made five commitments of "price transparency, time standards, quality assurance, rapid response, and professional service". In June 2020, the Five Commitments upgraded version 2.0 to further enhance customer rights. Today, the five major commitments have been upgraded again, with transparent prices, fast delivery, one-time repair, professional service, and safe travel, and are committed to breaking the stubborn diseases at the bottom of the industry and solving the pain points of customers in more scenarios.
In addition, Changan Automobile has successively created value, enhanced value and shared value with customers through measures such as 24-hour 24-hour service, building a customer experience standard business system and CA-NPS index system. Changan Automobile's concept of "customer first" also runs through the construction of fan marketing and customer ecosystems. In May this year, at the "OpenDay" event of Changan Automobile, the senior management of the enterprise and the experience officer had a frank exchange and listened to many pertinent opinions from the user side, which is a kind of empowerment for its product competitiveness and service quality.
In the customer satisfaction ranking released by the China Consumers Association in 2020, Changan Automobile ranked first among all automobile brands; in the sales satisfaction ranking released by the China Quality Association in 2021, Changan Automobile won the crown of its own brand; in the customer satisfaction ranking released by the industry authority J.D.POWER, Changan Automobile continued to improve rapidly.
Based on the transformation of "from serving customers to operating customers", Changan Automobile proposes to "add new experiences with new services" to create a new service industry through online and offline seamless connection - UNI Service, covering the scene contact points of the whole life cycle of customers who "buy and sell repair services and business reform", and provide customer-centric, customer-exceeding expectations, and unique car service.
UNI Service is an innovative format of online and offline full-scenario integration, not only that, UNI Service provides intelligent and active, efficient and convenient, open and transparent, co-creation and sharing of high-experience service scenarios, at the same time, UNI Service is also an important platform for Changan Automobile to always regard customers as brand partners, grow together with customers and achieve mutual achievements.
Up to now, the UNI Service brand experience space has been completed in Five Cities of Chongqing, Nanjing, Qingdao, Beijing and Changsha, all of which are located in the core life business circles of the city. Based on different car use scenarios and experience needs, UNI Service has launched three offline formats: brand experience space, self-made space and workshop. Among them, the brand experience space and workshop leave the automobile business circle and enter the life business circle to provide more, better and closer service experience. Self-made space is positioned as a magic reform center, friends who like modification, you can communicate face-to-face with the modification big coffee here, and provide you with diversified modification solutions.
In terms of online experience, UNI Service integrates the vehicle-machine terminal, client, consultant terminal, and factory end, opening up the full link and full service scenarios, and providing an efficient and convenient service experience. In terms of scene creation, based on the "trading of repairs and repairs", we create a high-experience service scene and provide services that are more than cars.
In 2022, UNI Service will continue to evolve, provide more intelligent and proactive services, and successively launch a series of new service contents such as smart cloud services, intelligent maintenance, security protection, and travel care. In addition, the mechanism system of UNI Service open co-creation will be more sound, absorb customer ideas with a more open and co-creation mentality, and achieve mutual achievements and grow together with customers. In the future, UNI Service will not only serve 200,000 UNI car owners, but also become the owner's home of Changan users.