3 6 Ke·2025-12-10 04:49Core Insights - The transformation of offline mobile phone stores from sales points to service-oriented centers is evident, as consumers increasingly prefer to experience products in-store before purchasing online [1][67] - The focus on customer service and experience has become a competitive battleground for brands, with Apple, OPPO, vivo, and others enhancing their service offerings to attract consumers [67][70] Group 1: Apple Store Experience - Apple Store in Guangzhou emphasizes a "freedom" experience, allowing customers to explore products independently while staff are available for assistance when needed [2][6] - The store offers a dedicated service area for product knowledge sharing and support, although some services, like charging, require prior arrangements [10][14] - Overall, Apple Store provides a structured service experience, but it may lack a personal touch compared to other brands [14] Group 2: OPPO Store Insights - OPPO's flagship store in Guangzhou showcases a modern design and offers professional product recommendations without pressuring customers to make immediate decisions [15][19] - The store has separated sales and after-sales services, requiring customers to visit nearby service centers for repairs, which may affect convenience [23] - OPPO's staff are attentive to customer needs, providing detailed information on promotions and assisting with data transfer services [19][23] Group 3: Honor Store Features - Honor's store in Tianhe City combines sales and service, with staff providing enthusiastic product demonstrations and recommendations tailored to customer needs [27][31] - The store features a spacious waiting area for customers during data transfers, although the ambiance could be improved [27][31] - Honor offers a range of after-sales services, including a unique policy of 180 days for exchanges instead of repairs [31] Group 4: Vivo Store Experience - Vivo's store, despite its smaller size, provides a comprehensive service experience, including assistance with data transfer and customer inquiries [32][36] - Staff are proactive in offering help, especially to older customers, and the store provides amenities like free charging and water [36][40] - The store's layout includes a comfortable area for customers to relax while waiting for services [40] Group 5: Huawei Store Overview - Huawei's flagship store features a large space with a mix of technology products, including cars, creating a unique shopping experience [41][46] - Staff demonstrate high professionalism in explaining product features and services, although some services, like screen protectors, are considered expensive [46][54] - The store's service area is well-equipped for customer needs, including fast charging options [46][54] Group 6: Xiaomi Store Highlights - Xiaomi's new flagship store emphasizes a comprehensive experience, integrating various product categories and services [55][63] - Staff are trained to understand customer needs before making recommendations, enhancing the overall service quality [55][59] - The store also features unique offerings, such as the ability to experience Xiaomi cars and participate in live product launches [59][63] Group 7: Industry Trends - The shift in offline stores from sales to service reflects broader industry trends, with brands focusing on enhancing customer experience to remain competitive [67][70] - Instant retail models are emerging, allowing customers to order online while utilizing offline stores for fulfillment, thus bridging the gap between online and offline shopping [70][72] - The future of offline stores will depend on brands' commitment to service quality and customer experience, which are critical for long-term success [74]