On the mobile phone service by 2010 Work in the phone ring so many years, very few others things about mobile phone service. Yesterday, after-sales is also very occasionally chatted about the phone situation. But there is no more urgent to say a few words. Home and wife chatted, we finally decided to record the traffic circle tomorrow to upload and chat with friends. May I say not, please help me pointers. I think the future will increasingly competitive mobile phone market embodied in the service competition, manufacturers need to pay more attention to the ultimate consumer satisfaction and service for the user build a healthy environment. First, after-sales service market size and structure After-sale service market maintained a high rate of expansion, but the market value to be improved. The rapid development of mobile communications market in 2009, China&#39;s 640 million mobile phone users, the penetration rate reached 48.5 / 100 people, a huge amount of mobile phone services to maintain high-speed expansion of the foundation. In addition, mobile phone services market matures, product configuration, escalation, applications, and vendor and channel various features and functions to take more active measures Yingdui intense the competition, Du Cheng Wei phone service Chanyeguimo important driving force for rapid growth. China&#39;s mobile phone service industry in 2009 reached 4.73 billion yuan, an increase of 24.5%. However, the data from 2009, China mobile phone market sales of more than 180 billion, after-sales market scale accounts for only 2.6% of sales. Although more than 2.4% in 2008 has improved, but the comparison of foreign mobile service revenue accounted for 6%, or appliance service 10% of total sales compared to low proportion phone service, after-sales service value far not been thoroughly excavated. In this regard with many manufacturers and form heavier production and sales, aftermarket light and heavy research and design input, light after-sales service into the business are conceptual, other Yifangmianze Yin Wei Shi Chang China brand mobile phones of many, most of the market share of small firms, limited sales of perfect service system is difficult to support, but also fit with the scale of the layers of sales agent channel model is difficult to guarantee the stability of the service quality. Service business structure to adjust rapidly growing emerging services. The diversification of mobile phone features and applications for value-added services stimulate the broad consumer appeal, demand for personalized mobile services are emerging, such as mobile phones beauty, accessories configuration, multimedia downloads, mobile phone parameter settings, applications and services to value-added services based the soft services market is expanding, structural changes taking place in services, maintenance services from the rigid phase transition to the soft value-added services. Manufacturers and channels with user demands, and continuously improve services, new services into service new growth areas, the proportion rose rapidly in 2009 to 28.4%. Second, service status and characteristics of the industry chain development Applications store service competition to become an important means to become parties to a consensus, consolidate the social forces are focused on building a service ecosystem. Application in the Apple store demonstration effect, the handset makers, software vendors and operating system vendors and even operators are on the application of the strategic significance of store models to be sure. Applications developed by third parties, greatly enrich the functions of mobile phone users access to a wide range of user experience, training to use mobile applications and mobile Internet habits, increase user stickiness. App Store as a distribution platform, which greatly reduces software developers reach mobile phone users access costs, as integration software company, foundation or individual developers to create &quot;hardware and software vendors / operators + social forces,&quot; the new model. App Store is mobile phone service industry model innovation, the future competitive landscape will be a competitive ecosystem services, the service&#39;s position in the mobile phone industry is more prominent. The competition and the chain of channels to open up new channels to enhance the quality of services to promote the phone. As the professional home appliance chain stores and mobile phone store chain integration and the scale of development, focusing on the urban market is becoming saturated, and mobile phone sales falling profits, increased competitive pressures chain channel, in sales model, product and price convergence in the larger environment, improve services become an important means of non-price competition. Chain from the past a simple &quot;selling products&quot; to &quot;do service&quot; change, integrated upstream firms resources, improve service quality terminals to provide for mobile phones with election-related accessories, providing a more comprehensive after-sales service, the formation of selected mobile phones, buy mobile phones , buy mobile phone accessories, download the network information such as &quot;integrated&quot; consumer experience model. At the same time, and return policies in consultation with greater convenience to customers, to differentiate the service for customers. In addition, with increasing network of retailers and channel business efforts to develop sales channels for network users free extended warranty purchase is also an important means to promote competition. Extended warranty service has more room for development, but still need to step up the promotion and the breakdown of user requirements. In recent years, shorter replacement cycles, but the &quot;extended warranty phone time&quot; remains the best hope to improve the user&#39;s Warranty Services, indicating the potential extension of insurance services to a larger market space. Although the joint part of the chain a few years ago, manufacturers introduced the extended warranty service, but according to the relevant data, only 16.7% of users used the extended warranty service, up 59.6% of the users have not heard or did not understand the business . Because a large number of channels the user is not in the chain to buy mobile phones, extended warranty service to be the leading mobile phone manufacturers and to strengthen efforts to promote and enhance the awareness among users. In the extended warranty time, choose to extend the &quot;one year&quot; and &quot;more than a year and a half&quot; of the user are around four percent, replacement cycles corresponding to different groups, manufacturers and channels should be aimed at different segments of potential users needs, further adjustments in product design. 3G changing user expectations, diversification of value-added business needs. Consumers interested in the 3G value-added business, video class services and enhanced voice services where there is a certain decline in consumer voice their demand for additional services related to the progressive attribution of rational, instant messaging, location services, and WEB browsing proportion obviously l high, that started with the promotion of 3G services, mobile broadband users growing awareness has changed the user of the application and business expectations, consumer demand is at its consumer culture period. Individual business users demand, while the proportion of each business users tend to select close, that the gradual diversification of consumer demand, more segmentation of user needs, the needs of different user groups are different. Third, the development trend of mobile phone service 45 market is vast, and after-sales service channel sink. With the low-end mobile phone prices and call rates down, suburban counties, towns and villages the explosive growth of mobile communications market. 45 markets grow rapidly, driven prosperity of the local cell phone retail, sales channels in the county market in full swing. China Mobile and China Telecom and other carriers and &quot;Ten Thousand Villages&quot; market works together to make a point of promoting the service to the farm shop. Perfect after-sales service system is the retail channel and mobile phone brand selection an important consideration, mobile phone manufacturers will roll to the county market, sales channels, they will vigorously promote the service channel sink, the market closer to 45 users. With the advance of home appliances to the countryside across the country, operators and mobile phone chain channels for distribution companies to rural areas will accelerate in the township, the rural market, sales channels and strategic distribution channel services. The proportion of customized mobile phone sales growth of mobile phone service operators to upgrade the industry&#39;s influence. The arrival of 3G era, different carriers use different formats, cell phone manufacturers and operators to work more closely together, operators and terminals for the increased business promotion efforts, and will increase the depth of different custom size of mobile phones Jicai. With the customized mobile phone operators to expand and deepen their involvement in the scale of retail terminals, custom cell phone service ownership, maintenance management and maintenance of efficiency and other issues are increasingly prominent, and this part of the phone service is not properly handled will directly affect the customized mobile phone players brand satisfaction. Operators and the industry chain to take a variety of other forms of cooperation be enhanced phone service: First, the industry leading position with carriers jointly launched major mobile phone manufacturers free extended warranty services, enhance the customized machines compared to the advantages of non-customized machine; Second, operators select third-party maintenance organizations as a professional custom machine the only service platform to a unified brand and image of the brand for more than one mobile phone users; Thirdly, the designated carrier to the mobile phone companies to grant third-party partners to customize the terminal maintenance qualification authorization; Fourth, the mobile phone brand manufacturers in the service sector entered the terminal operator&#39;s customized sales channel; Fifth, the mobile phone companies customer service functions into customized mobile phone menu, the mobile phone users a convenient after-sales consulting services. Software and applications increase, consulting services and software maintenance services, the proportion will increase rapidly. From both supply and demand side, 3G mobile phone software applications and business era will usher in rapid growth. On the one hand, 3G bandwidth bottleneck of the breakthrough release of the user expectations and accelerated the tail the process of user needs, consumers personalized applications and business growth in demand; the other hand, mobile phone manufacturers, software vendors and operators, and other industries chain link in order to strengthen the attractiveness of products to users, have introduced a variety of software applications and services to meet user demands. Affected, with software and application-related consulting services and maintenance service needs will gradually become one of the mainstream demands, complexity and diversity of its service will bring new challenges. ?
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