把“远方”变成“日常”：科技服务的另一种距离

Core Viewpoint - The core competitive advantage of service lies in the attention to people, representing a long-term, proactive commitment that is always present in daily life [1][35]. Group 1: Service Expectations in the Digital Age - In the era of connectivity, people have adapted to a simplified lifestyle where services are delivered through applications, leading to a desire for immediate and emotional value in service [2][3]. - Consumers are increasingly seeking not just efficient device repairs but also a warm, real-time response that can be provided through a comprehensive online and offline service system [4]. Group 2: Huawei's Service Network - Huawei has established a vast service network with over 2,400 authorized service centers and more than 20,000 service collection points across 99% of prefecture-level cities and 97% of counties in China [10]. - This extensive network allows Huawei to integrate into users' daily lives, providing a sense of familiarity and support, regardless of location [11][12]. Group 3: Professional and Efficient Service - Huawei's service emphasizes high efficiency and professionalism, with nearly 80% of service engineers holding professional certifications, ensuring precise diagnostics and repairs [21][24]. - The transparent repair process, where users can observe the progress, enhances the sense of security and trust in the service provided [25]. Group 4: Proactive Service Approach - Huawei's service model shifts from "customers seeking service" to "service reaching customers," fostering deeper emotional connections by integrating services into daily life [26][29]. - Initiatives like community service events and specialized services for individuals with disabilities demonstrate Huawei's commitment to addressing diverse customer needs [30][32]. Group 5: Continuous Support and Presence - Huawei's service is characterized by ongoing support, with initiatives like "Huawei Service Day" offering free maintenance and support, and maintaining operations during holidays to ensure customer needs are met [32][33]. - The focus is on being a constant presence in users' lives, transforming service from a mere solution point to a reliable guardian [33][35].