用户给五星，市场给AAA：海尔空调做对了什么？

Core Insights - Haier Air Conditioning has achieved the highest dual certifications in the home appliance industry, namely the "User Satisfaction Level Evaluation Five-Star Certification" and the "Market Quality Credit AAA Level Certification," validating its long-term strategy of creating the best user reputation [1] Group 1: User Satisfaction and Management System - Haier Air Conditioning has transformed user feedback into a systematic management process, establishing "creating the best user reputation" as a guiding principle [2] - The management closed-loop includes user cloud platforms, global R&D networks, smart lighthouse factories, and "four comprehensive" star services, ensuring end-to-end coverage from demand insight to service implementation [2] - The results show a service satisfaction rate exceeding 99.9% for three consecutive years, a decline in user complaints, and an increase in profits, demonstrating the conversion of reputation into commercial value [2] Group 2: AI Integration and Process Improvement - The efficient operation of the system is attributed to the deep integration of AI technology across the entire chain, enabling precise identification of user pain points and demand forecasting [4] - AI simulations and smart algorithms have significantly shortened technical validation cycles and accelerated product iterations, with a "User Reputation Committee" established to analyze online evaluations in real-time [4] - The "Smart Home Brain" platform anticipates user needs, such as filter cleaning and material replacement, aiming for proactive service rather than reactive maintenance [4] Group 3: Shift in Competitive Focus - Haier Air Conditioning's practices provide a reference model for systematic operation of user experience, indicating a shift in competition from product functionality to comprehensive user experience design and meticulous management [5] - The achievement of dual certifications signals a new phase in the home appliance industry, where the core competition is moving towards "experience co-win" [5] - Haier plans to continue deepening the integration of AI with user services, optimizing the closed-loop of "creating the best user reputation" to build a more resilient brand moat in an era where trust is increasingly valuable [5]