Text | Observe Jun
Tsai Chongxin confessed! After Ma Yun left, Ali did have a problem!
In fact, three years ago, I pointed out that there is an extremely serious problem of inaction in the Ali e-commerce department, which seriously ignores the interests of consumer groups, and if this is not corrected, Ali's domestic e-commerce hegemony will be lost sooner or later.
But unfortunately, Ali did not discover this in time at that time, but three years later, when the market value of Pinduoduo's U.S. stock market surpassed Alibaba, Ali's senior management realized its own problem, but unfortunately it was too late at this time.
Not long ago, Tsai Chongxin, chairman of the board of directors of Alibaba, confessed that after Ma Yun left, Ali did have a problem, and it was an extremely serious strategic problem.
Tsai Chongxin pointed out that in the past few years, Alibaba's corporate values have changed a lot, and Ali has forgotten who the real users are. Ali's customers are people who use APP to shop, but Ali did not provide the best service, did not really create value for users, to a certain extent, Ali has today, completely smashed his own feet.
So, when did Ali start to have problems? Personally, I think it started after Jack Ma stepped down. Before Ma Yun stepped down, Ali at that time did a very good job in user experience, although it cannot be compared with the current e-commerce platform, but it gives users the feeling that Ali is improving itself day by day and constantly providing consumers with better services.
But with the resignation of Ma Yun, Ali has gradually become a little mediocre, and the big innovation is basically invisible, and it has not optimized the online shopping experience of consumers in time, and even gradually began to be strict with consumers. For example, when consumers buy unsatisfactory or inferior goods on Taobao, the platform does not help users protect their rights in a timely manner, but also requires users to bear the shipping costs for returns, and sometimes even rejects users' applications for return and refund.
On the other hand, domestic e-commerce platforms in the same period, such as Pinduoduo and JD.com, can basically respond to consumers' rights protection requirements in the first time, and allow consumers to achieve zero loss and rights protection in a timely manner. In this case, it is not surprising that Ali is gradually being abandoned by consumers.
I always think that the most fundamental reason for the decline of Ali's e-commerce empire is that I have forgotten who is my "food and clothing parent". In the final analysis, Ali is just a platform provider, merchants provide goods, the platform provides channels, and consumers finally buy.
If there are no consumers, the platform will lose its value, and merchants will choose to close their stores and run away, so how to protect the rights and interests of consumers is not damaged, which should be the core of the e-commerce platform's attention.
In my opinion, the core point of why Ali made such a serious mistake is that Ma Yun really came out of the bottom, and he transformed from a consumer to an entrepreneur, on the other hand, those who came up in power behind him are basically from good family conditions, and they have not suffered much since childhood, let alone have a sense of service, and they also have a natural "contempt" for bottom consumers, which has led to the slow deformation of Ali's business philosophy.
Disrespect for consumers and disregard for consumers' rights are the fundamental reasons for the decline of Ali e-commerce. In particular, in the current fierce competition in the e-commerce market, consumers are the only "God", if Ali's senior management can't really figure this out, then the behavior of smashing their own feet, I'm afraid it will continue to be staged!