Service industry in the internet age

I haven't written an article for a long time When I came back from Beijing, I just wanted to write about the changes in various industries in the Internet age. So I decided to start with the nearest service industry.

It happened that teacher Wu Hai posted an article "Dream of Week" on WeChat yesterday, which was about Internet thinking. After reading it carefully twice, Mr. Wu humorously borrowed the analogy between "Dongguan thinking" and "Internet thinking", but he did extract an important point: "Enterprises are all for sale, so don't set up an archway for a bitch." Internet provides a platform for "selling", which puts any "selling" enterprise in a broader market. Enterprises can get a lot of customer behavior information from it and analyze it, and get a direction conducive to their own market expansion, but they also face more market supervision and risks. Require enterprises to be more self-disciplined. Just like Miss Mommy in Dongguan, they are required to listen carefully to the suggestions of consumers and constantly improve the quality of service in order to gain a foothold in the market.

I have probably forgotten when I learned about the hotel brand Orange Crystal, but I did have some exchanges with the management of Orange in Weibo. From the earliest Mr. Chen Zhong to the later Mr. Wu Hai, the @ on Weibo connected two people from the ends of the earth. I remember that when I stayed in Dalian Orange Crystal, the room I lived in was a little noisy because of the construction upstairs. With the mentality of trying, I met Mr. Chen Zhong in Weibo, and soon @ Orange Crystal MM contacted me, and because there was no room of the same level, the hotel upgraded my room for free. This is the first time I feel that the Internet has changed the service industry to some extent. Of course, what the internet brings to the service industry is not complaints, but more quality improvement. In the past, the communication between customers and service providers was only a short time, that is, the service provider would leave a relatively dead impression on customers, and the quality of this impression determined whether customers would make secondary consumption. The innovation brought by the Internet is that it prolongs the communication time between customers and service providers, and customers can amplify the problems through the Internet, thus gaining greater influence and attracting the attention of service providers. This amplification and extension enables customers to express their opinions and suggestions, and service providers have the opportunity to change customers' impressions and improve service quality, which can be described as a win-win situation. As for Mr. Wu Hai, I think that Orange has done a good job in all aspects of Internet thinking, but it is more reflected through the personal WeChat of Weibo, an insider of Orange, and the official of Orange seems to lack the operation of Weibo and other communities, which seems to be out of touch with the current Internet thinking.

I saw an activity in Weibo recently, but I can't attend it because I have returned to Nanjing. That's the "We all love waist rolling festival" held by Xue Pan's kebab in conjunction with Okamoto and Orange Crystal. When it comes to online marketing, Diao Ye is really a powerful figure. From Afu essential oil to Diao Ye beef brisket, from Pi Na Bao's afternoon tea to snowy kebabs, it all started from online marketing. Paying attention to Mr. Diao for a long time has seized every advantage of the Internet and well mobilized the enthusiasm of spectators. Before I went to Beijing, I decided to try to carve Mr. Diao's beef brisket, but I didn't succeed because I was afraid it wouldn't meet my psychological expectations. More importantly, my wallet is not bulging enough. I don't know if Mr. Diao really spent 5 million yuan to buy the secret recipe of beef brisket from Dai Long, or why Dr. Pi Na invited only practitioners in the theater and dance circles to try it, and I don't know when I can have dinner with Mr. Diao in the restaurant and get it for free, but judging from the marketing of those brands under Mr. Diao, they are really attractive to everyone, and the taste is difficult to adjust, so it is impossible to satisfy everyone, but the details are exquisite.

What impressed me most during this trip to Beijing was Huang Taiji. Paying attention to Huang Taiji is also an accidental coincidence. I thought that a pancake seller also started Internet marketing. With a better understanding of Mr. He Chang, it is not difficult to understand why a pancake stall is making a lot of noise in Weibo. Huang taiji's first poster was probably a group of pancake stalls. Mr. He Chang, who works in 4A advertising company, is also familiar with this. He carried out viral marketing of pancake stalls in Weibo in an aesthetic way, which won the public's attention and had more expectations for such an ordinary delicacy. At the same time, Huang Taiji lets more users get to know Huang Taiji intuitively and closely by forwarding the consumer's Weibo, so as to shorten the distance between them and make communication more effective. As I said before, the Internet has brought great opportunities for service providers to improve themselves, such as the change of Huang Taiji's pancake bag and the design of wifi password on the receipt, all of which come from the creativity of customers, and the improvement of details put forward by these customers is also the smallest but most intimate concern. After tasting Huang Taiji's rhubarb crazy hot pot and Huang Taiji pancakes, I have to say that the taste is really unique, but if it weren't for the marketing in Weibo, I probably wouldn't have known it, and I wouldn't have traveled all over Beijing to find it. I remember that I went to Jianwai soho near nine o'clock that night and spent a long time looking for Huang Taiji. I ran into the manager who was mad with rhubarb. The manager kindly gave me a 10% discount card and welcomed me to try it. At that moment, I felt warm in my heart. Maybe this is the service, and it is best to send it casually.

It's like @ is missing a pack of snacks and the short message he wrote to me after I checked into Wangjing Store. "I hope there are always surprises in my life." I haven't seen a door missing, and he shouldn't know what I look like. This is the Internet. Some people say that the internet has alienated people and stopped communicating face to face. I wonder if this is true. But the Internet has really changed people's lives and changed almost every industry around us.

Let's talk about other industries slowly when we have the opportunity. It is getting late.