“卖产品”到“经营用户”，华帝“终端焕新计划”以服务闭环打造品牌核心竞争力

Core Viewpoint - The kitchen appliance industry is at a critical transformation point, with declining sales projected for key products by 2025, prompting companies to seek new strategies for growth and customer engagement [1][10][11]. Group 1: Industry Challenges - Sales for range hoods, cooktops, and integrated stoves are expected to decline by 17.8%, 23%, and 48.6% respectively during the 2025 "Double 11" shopping festival, indicating a weak market performance [1][10]. - The 2026 national subsidy list will exclude core kitchen appliance categories, adding further pressure on industry development [1][10]. Group 2: Company Initiatives - Vatti, a leading brand in high-end kitchen appliances, has launched a "Terminal Upgrade Renewal Plan" aimed at enhancing service quality and customer experience, addressing consumer demands for efficient service [1][11]. - The plan focuses on creating a comprehensive service system characterized by "efficiency, quality, and warmth," aiming to provide a complete experience from purchase to usage [1][11]. Group 3: Service Experience Enhancements - Vatti's service upgrade includes faster response times, with a standard of 1.5 hours for initial responses, and aims for installation within 48 hours and repairs within 72 hours [2][12]. - The company has implemented a digital approach to service, allowing for online appointment scheduling, real-time tracking of service progress, and enhanced transparency throughout the service process [2][15]. Group 4: Digital Transformation - Vatti's long-term strategy emphasizes digitalization as a core component, transforming service from a supporting element to a key growth driver [4][15]. - The introduction of the "Experience Home" service monitoring system allows for continuous collection of user feedback, driving service improvements based on customer needs [15]. Group 5: Strategic Impact - The synergy between product renewal and service enhancement is expected to create a complete high-quality experience for users, moving beyond traditional cost-focused service strategies [9][19]. - Vatti's approach positions excellent service as a vital investment in brand growth, rather than merely an expense, reshaping industry perceptions of service value [19].