把“远方”变成“日常”：科技服务的另一种距离

Core Viewpoint - In the era of digital connectivity, consumers are increasingly seeking not just efficiency but also emotional value and immediate service, highlighting the need for a service system that combines online and offline support with a personal touch [3][4][24] Group 1: Service System - A comprehensive service system that integrates online and offline support is essential to meet consumer expectations for immediate and emotionally resonant service [4] - Huawei's service model includes a nationwide network of service centers, on-site support, and 24/7 online customer service, positioning itself as a reliable partner in consumers' lives [7][8] Group 2: Consumer Experience - Huawei's service network consists of over 2,400 authorized service centers and more than 20,000 collection points, covering 99% of prefecture-level cities and 97% of counties in China, ensuring accessibility for consumers [8][9] - The service experience is designed to be warm and welcoming, with local touches such as offering tea in service centers, creating a sense of community and familiarity [9][11] Group 3: Professionalism and Efficiency - High efficiency and professional repair services are crucial for consumer satisfaction, with nearly 80% of Huawei's service engineers holding professional certifications [15][17] - The transparent repair process allows consumers to witness the service being performed, enhancing trust and comfort [17] Group 4: Proactive Service Approach - Huawei's service philosophy has shifted from "customers seeking service" to "service reaching out to customers," integrating support into daily life through community engagement initiatives [18][20] - Special service days and continuous support during holidays, such as the Chinese New Year, exemplify Huawei's commitment to being a constant presence in consumers' lives [22][24]