On December 18th, the Changan Automobile Fan Festival with the theme of "One Heart, One Heart, Warm Every You" was held in the mountain city of Chongqing. Changan core experience officers and senior users from all over the country, together with Wang Jun, president of Changan Automobile Company, and other corporate executives attended the grand event and held a kind and warm "family banquet" in laughter. This is the sixth consecutive year that Changan Automobile has held a grand ceremony for users, and 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 scene of the grand ceremony, 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.
Subsequently, Wang Jun, president of Changan Automobile, released the new service of UNI Service, which will be newly upgraded on the basis of UNI Service's "intelligent and active, efficient and convenient, open and transparent, co-creation and sharing experience scenes and service quality", and expanded to all brands of Changan, providing 20 million Changan customers with a pleasant experience with temperature.
The next program, whether it is the "Changan Dream" program performance, the "One Heart" car owner story sharing, or the hall of honor award ceremony, "Every You" fan chorus, all revolve around the "customer-centric", and the wonderful program wins bursts of applause - this is the customer's greatest support and affirmation for Changan Automobile.
From serving customers to operating customers Changan Automobile accelerates the transformation of intelligent travel technology companies
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 2021, the "OpenDay" created by Changan Automobile is a testament to this. At the event, The senior management of Changan Automobile and the experience officers held a discussion and sharing meeting full of dry goods, humbly listened to many pertinent suggestions, and ensured that new and old users were provided with a pleasant experience with temperature.
After years of resource investment, unswerving service belief, and comprehensively upgraded service awareness, Changan Automobile's "customer management" work has yielded fruitful results. Judging from the industry evaluation results, 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.
Behind the high recognition of the industry, it is inseparable from the support and trust of users. As Wang Jun, president of Changan Automobile, said: "The membership scale of Changan Chinese brands has reached 20.58 million, and the number of customer experience officers has reached 12,000, which is a set of proud and touching figures, and it is also a heavy responsibility." ”
Released a new service for UNI Service to benefit 20 million car owners of the long-term safety brand
The road is obstructed and long, and the line is coming. On the road of transformation from "serving customers to operating customers", Changan Automobile dares to be the first, proposing to "add new experiences with new services", creating a new service industry that is seamlessly connected online and offline - UNI Service, covering the scene contacts of the whole life cycle of customers who are "buying and selling repairs and repairing", and providing 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.
The ambition of Qinggang, the practice of far-reaching. Adhering to the concept of "customer-centric" and the mission of "leading automobile civilization and benefiting human life", Changan Automobile is making unremitting efforts to realize a beautiful and free travel life for mankind. In this process, more and more like-minded fans have joined in to build a world-class automobile company with Changan Automobile.