According to data from the China Academy of Information and Communications Technology, the overall shipment of the domestic mobile phone market in February 2022 was 14.9 million units, down 31.7% year-on-year. From January to February, the overall shipment volume of the domestic mobile phone market was 47.9 million units, down 22.6% year-on-year, and the shipment of 5G mobile phones was 11.4 million units, down 24.5% year-on-year.
There are many factors that have declined in mobile phone shipments, and among the many factors, the contract machines or subsidies of telecom operators are not enough on the one hand. At the same time, the categories of items used for marketing are also changing, such as from the end of last year to the present, bundling with electric bicycles has become the main means, and the high-priced electric bicycles are about four thousand, which is more attractive than mobile phones at the same price.
And this kind of zero-yuan to buy electric vehicle marketing activities, are aimed at the new package business of the crowd. It is precisely because of this restriction that it has triggered excessive reactions from individual users, and then there has been a situation of replacing the service provider with a foot vote.
Today, Uncle Snake encountered such a case. This afternoon, suddenly a friend who I don't often contact sent me a message saying that he was "angry" and had dismantled the broadband he had used for more than a decade and replaced it with another one. The basic situation is as follows:
The friend's move, on the face of it, seems to be because he did not feel the attention of the on-site staff in the business consulting process of interest and adopted the method of voting with his feet. But fundamentally speaking, it is still the old problem that some of the services launched by telecom operators are "old users and dogs cannot be handled".
In this regard, Uncle Snake has the following views:
1. Customer first, attentive service! It's not just a slogan, especially in the most critical part of the service to reach users. It's as crucial as a soccer kick in the net. Seeing this situation, I can only say that it is a pity. Business, such an extreme case-by-case user, does not matter to which telecom operator. After all, the conditions of the new business dictate that this situation may occur.
2. Make the choice of voting with your feet, which is not caused by the digging of the wall and foot of the friendly businessman, there is no price war factor induced, but it is completely inappropriate behavior. It was originally a marketing campaign that was attractive to users, and it turned out to lose the old customers! Therefore, in actual work, this situation occurs, even if there are signs of voting with feet, if you can't perceive it and appease it, is it not in the most peripheral marketing office, and there are still hard requirements for the basic attitude of the staff. So as to avoid the occurrence of pushing users to lose themselves and completely unaware of the situation?
3. The activity of handling business zero-yuan electric vehicles is generally aimed at newly opened card users. This friend has a situation where the specific conditions for handling are not clear, and it may also be related to the lack of explanation by the on-site staff. If it is in the spirit of electric bicycles to go, as a decade of old users, as long as this basic appeal can not be achieved, personally believe that they will still choose to go to friends to handle similar business. After all, it is unlikely that the original service provider will be cancelled first and then opened. Therefore, the attitude of the on-site staff is only an incentive. This situation arises, even in extreme cases, it is still necessary to reflect on the specific details of the work. This avoids the recurrence of extreme cases.
4. A move like this user, after all, is it a case, is it because of the case and attention, and then do some optimization? Not necessarily, such customers are lost, they are lost, and it may be difficult to continue to maintain. Therefore, it is still quite difficult to grasp the customer. The number portability also makes some users feel that it is convenient to change the service provider.
5. Follow-up dismantling, the user still has to toss himself, it is also possible that because some contracts do not meet the dismantling conditions temporarily, but also have to continue to communicate. Enough tossing! Tossing oneself like this, Uncle Snake is really rare.
Finally, ask a question, whether such a user has good business value, is it really lost, it is lost, it does not matter! If the answer is so-called, then in the future, when designing some new businesses, we will have to spend more energy on the impact on old users. Judging from the results, there are obviously more new users than lost users, so it really doesn't matter. Anyway, in contrast, the users themselves are more tossed!