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Core Viewpoint - The focus for the electric vehicle (EV) industry in 2026 will shift from price wars to customer repurchase rates, which are crucial for long-term sustainability [4][14]. Group 1: Customer Experience and Reputation - The reputation of a car brand is directly linked to its repurchase rate, making it essential for companies to monitor customer feedback and satisfaction [1][6]. - Negative feedback from existing customers can significantly harm a brand's image, leading to a loss of potential new customers [2][3]. - Companies must address the issue of "backstabbing" customers, where dissatisfaction leads to negative online reviews and word-of-mouth [8][10]. Group 2: Market Dynamics and Consumer Behavior - The EV market is experiencing a shift where companies are now competing for the loyalty of existing EV owners rather than traditional fuel vehicle owners [3][5]. - The average replacement cycle for family cars in China is five years, which, combined with advancements in technology, will trigger a wave of vehicle replacements [5][12]. - The cost of acquiring a new customer is significantly higher than retaining an existing one, emphasizing the importance of repurchase rates [14][15]. Group 3: Strategic Recommendations for Companies - Companies should stop all "fast-moving consumer goods" thinking that leads to customer dissatisfaction and negative experiences [12]. - Establishing a robust customer experience management system is vital for addressing customer issues effectively and reducing negative feedback [13]. - Companies should prioritize repurchase rates over sales volume, as high repurchase rates indicate better product quality and customer satisfaction [14][15]. Group 4: Marketing and Consumer Expectations - Companies need to manage consumer expectations by avoiding exaggerated marketing claims that can lead to disappointment [16][18]. - A shift in marketing strategy from over-promising to setting realistic expectations can enhance customer satisfaction and loyalty [19]. - The success of brands like Zero Run is attributed to their ability to lower customer expectations while still delivering satisfactory products [18][19].