There are more than 1,000 enterprises in the flooring industry, and there are dozens or hundreds of brands in the high-end category of floor heating solid wood flooring. In the past ten years, the flooring industry was once very hot factory group buying, president signing and other large-scale promotional activities, almost not seen in Tiange, but its sales and reputation have always been in a leading position in the industry. The reason why Tiange has been able to achieve these achievements is that Tiange has always been deeply engaged in the service field and has made its products and services to the extreme. This unique way of operation, which focuses on service rather than marketing, has also achieved the industry-leading position of Tiange floor heating solid wood flooring experts.
Customer satisfaction is the highest level of "marketing"
There is a saying that "the aroma of wine is not afraid of the depth of the alley", and its essence lies in the "aroma of wine". In the era of new media, this sentence has a new meaning: the aroma of wine will naturally form user reputation, and then form a referral and repurchase rate. Therefore, as long as the "wine is fragrant enough", even if the alley is deep, intending customers can spontaneously buy it through various channels.
The growth of Tiange floor heating solid wood floor is a true portrayal of "the fragrance of wine is not afraid of deep alleys". It does not focus on marketing and service, but focuses on the choice of values - the pursuit of user value building. Tiange believes that marketing is the result, not the goal, especially the floor, which is heavily dependent on the service of the industry, as long as the products and services are done well, marketing is a natural thing, and users will vote through orders.
Tiange floor installation engineer training
Driven by the positioning of experts and leaders in floor heating solid wood flooring, Tiange always believes in "user-centric", takes the pursuit of customer satisfaction as the highest goal, and uses almost all resource allocation for user services. For example, in the establishment of the organizational structure, there are nearly 400 people in the installation department of Tiange flooring, in addition to the installation supervision department, customer service department, etc. In terms of training system, from the installation training class to the establishment of the Ingenuity College, to the upgrade to the Ingenuity Lecture Hall under the Tiange Lecture Hall, through the continuous improvement of courses and assessment methods, we have trained qualified installation engineers to bring high-quality services to users.
Go all out to make users satisfied
The phrase "three points of flooring, seven points of installation" has been popular in the flooring industry for decades, and since the launch of the "Floor Heating Solid Wood Floor System Solution" in 2011, Tiange has regarded installation services as an important part of the floor heating solid wood floor system. In 2015, Tiange issued an initiative and led the core dealers to sign the "Shangri-La Declaration", calling for standardizing the use of accessories and accessories to ensure a good experience of floor heating solid wood flooring. In 2016, Tiange established the Ingenuity College, which advocated and realized the vocational training concept of "comprehensive, systematic, open and public welfare" for the first time in the industry. In 2018, at the first solid wood flooring conference for floor heating, Tiange announced a new consumer service policy, which mainly includes: no reason to return and exchange, extend the warranty period to 2 years, and the warranty period to 25 years. These three policies are not only Tiange's pioneering achievements in service, but also create a new record in the service level of the flooring industry. In 2019, the Tiange floor installation service station was officially established, and today, the service station has established 13 sub-stations and 82 service points, achieving a service radius of nearly 60 kilometers, which has greatly improved the installation efficiency and user experience.
In 2020, Tiange once again upgraded its consumer service policy and summarized it as "five commitments", which covers almost the entire consumer life cycle of flooring from return and exchange at the time of purchase, to ultra-long warranty and warranty period, as well as value-added services such as free renovation and free disassembly. Relying on the establishment of the installation service station, in 2021, Tiange officially launched the mode of "headquarters is responsible for installation", which can not only provide the most professional installers and standardized operation procedures, but also the whole link of consumption is directly responsible for the whole link of Tiange headquarters, helping users to achieve a warm and beautiful home life. In 2022, Tiange proposed to upgrade the baseboards, beads and other accessories and accessories for floor heating to "floor companions", equating their importance with floor heating solid wood floors, and incorporating them into the quality supervision and other systems. In 2023, Tiange will launch the "Three Guarantees Service" and pilot it in some cities, which is expected to be fully launched across the country in the future, further enhancing the value of user services. At the beginning of 2024, Tiange once again issued a blockbuster news to upgrade the "two-year warranty" in the "five commitments" to the "three-year warranty", once again refreshing the service guarantee record.
Tiange believes that the ultimate goal of marketing is to obtain customer satisfaction, not just sales skills. Only by doing a good job in service, can we get the satisfaction of users, and only when users are satisfied, can we win brand reputation.