淘宝明确服务即增长！2026电商转向价值竞争

Core Insights - The Chinese e-commerce industry is entering a deep adjustment period in 2025, with unsustainable competition based on price cuts and subsidies leading to a focus on user retention and service quality [2][11] - Major e-commerce platforms, particularly Taobao and Tmall, are shifting their strategies to support high-quality merchants, emphasizing service experience as a key growth driver [4][11] Industry Trends - User demographics are changing, with the 80s and Z generations accounting for nearly 50% of consumption, leading to higher expectations for service quality and emotional value in shopping experiences [5][12] - The "real experience score" system launched by Taobao Tmall in 2025 has become an industry benchmark, promoting a shift from price competition to service and experience-oriented operations [2][10] New Initiatives - Taobao Tmall has introduced four major initiatives to enhance the "service equals growth" concept: 1. Upgrading the real experience score system to make service operational [6][8] 2. Launching a "good service" leaderboard to increase visibility for high-quality service providers [7][9] 3. Providing tiered customer service certifications to encourage specialized service offerings [8][10] 4. Leveraging AI tools to improve service efficiency and experience [10][19] Merchant Strategies - Merchants are encouraged to understand the new rules of service scoring and optimize their service offerings to gain immediate benefits in terms of traffic and customer acquisition [16][20] - A shift in organizational structure is necessary, with a focus on building a service-oriented culture that positions service as a key differentiator [17][20] - Merchants should adopt a productized approach to service, ensuring that services are measurable and deliverable, thus enhancing customer satisfaction and loyalty [18][20] Future Outlook - The e-commerce industry is expected to transition from scale-driven growth to quality-driven growth, with service becoming a core metric for assessing business health [23][24] - The integration of online and offline experiences will blur the lines between e-commerce and traditional retail, enhancing customer engagement and service delivery [24]