近日，一个阳光暖暖的午后，建行东营胜利支行如往常一样忙碌。这时，一位年轻小伙脚步匆匆、神色 焦急地走进来，径直奔向大堂经理，脸上满是急切。 小伙急忙道出缘由，他的爷爷生病住院，急需一笔钱支付治疗费用，可爷爷的银行卡密码忘记了。偏偏 老人因病卧床，根本无法亲自到银行办理密码重置。"这可怎么办啊，我真的不知道该找谁帮忙了。" 小伙急得声音都有些颤抖。大堂经理见状，连忙安抚道："您先别着急，我们建行有专门针对这种特殊 情况的上门服务，一定帮您解决这个难题！" 听到这话，小伙紧锁的眉头才稍稍舒展。 随后，工作人员即刻前往老人家中。在进行人脸识别和指纹采集时，由于老人身体虚弱，总是难以保持 正确的姿势，配合起来有些困难。但工作人员没有丝毫不耐烦，一人蹲下不断调整设备角度，另一人则 轻声鼓励老人，还不时帮老人调整姿势，耐心安抚他的情绪。经过近半个小时的努力，终于成功完成了 认证工作，密码重置业务顺利办理完毕。 看着事情圆满解决，老人紧紧握住工作人员的手，眼眶湿润，激动地说："谢谢你们啊，还麻烦你们跑 这么一趟，建行的服务真是太贴心了！" 小伙也在一旁感激不已："太感谢你们了，本来我都愁坏了， 你们这一上门，可帮了我大忙！ ...

返程时，夕阳把两人的影子拉得很长。虽然衣服湿了又干，留下一圈圈盐渍，但想到老人满意的笑容和 那句真诚的感谢，她们心里就像吹过一阵凉风，驱散了所有的疲惫。 作为建行员工，能在高温天里为群众送去便利，用实际行动践行 "以客户为中心" 的服务理念，这份坚 守便有了沉甸甸的意义。建行济宁曲师大支行将继续关注特殊群体需求，用贴心服务传递金融温度，让 每一位客户都能感受到温暖与关怀。 当两位身着整洁行服的工作人员出现在徐奶奶家门口时，老人浑浊的眼中闪动着泪光。狭窄的老式房子 闷热难当，没有空调，仅有的一台旧电扇转动着，却吹不散满屋的热气，汗水很快浸透了她们的衬衫， 紧紧贴在背上。客户经理没有丝毫抱怨，先是轻声安抚老人，随后耐心地解释业务流程，用通俗易懂的 话语让老人明白每一个步骤。在确认老人意识清醒、意愿明确后，她们一丝不苟地完成身份核实、申请 书填写、人脸识别等全套流程。过程中，担心老人在闷热环境中身体不适，她们特意把电扇调向老人， 还从随身带的包里拿出准备好的矿泉水，递到老人手边。 "这么热的天，你们专门跑一趟…… 真是太谢谢了。" 徐奶奶颤抖的手紧紧握着客户经理小翟的手，眼 里满是感激。在完成密码重置业务后，工作人 ...

Core Viewpoint - The article highlights the importance of customer service in traditional banking, showcasing a specific instance where a bank employee provided exceptional service to a customer handling small change, emphasizing the bank's commitment to customer needs despite the rise of digital payment methods [1] Group 1: Customer Service - A middle-aged customer hesitated to deposit a large amount of small change at a bank branch, reflecting concerns about inconveniencing the bank [1] - The bank's customer service manager proactively assisted the customer, demonstrating a commitment to service by taking 30 minutes to sort and count the cash accurately, totaling 8,586.5 yuan [1] - Other customers present praised the bank's attentive service, indicating a positive perception of the bank's approach to customer interactions [1] Group 2: Banking Industry Trends - The article notes a significant decrease in the volume of small change transactions due to the rise of mobile payments, yet the bank continues to prioritize all customer needs, regardless of transaction size [1] - The bank's approach exemplifies the "customer-centric" philosophy, which serves as a competitive advantage in the context of the financial industry's digital transformation [1] - The case serves as a benchmark for service standards within the banking industry, highlighting the value of human touch in customer service [1]

Core Viewpoint - The article highlights the importance of customer service in the banking sector, showcasing how Agricultural Bank of China (ABC) in Jinan effectively addressed a customer's urgent needs, demonstrating a commitment to customer-centric service [1][2]. Group 1: Customer Interaction - A senior customer, Mr. Zhang, expressed gratitude for the assistance received from the bank staff in resolving his concerns regarding the replacement of his social security card [1]. - The bank's lobby manager proactively identified potential issues related to the customer's benefits and provided timely support [1]. Group 2: Service Efficiency - The bank staff efficiently coordinated with local government departments to ensure the customer's concerns were addressed, demonstrating effective inter-departmental collaboration [2]. - The entire process of card replacement and information confirmation was handled swiftly, reflecting the bank's commitment to high-quality service [2]. Group 3: Customer Satisfaction - Mr. Zhang's positive feedback, noted in the bank's guestbook, underscores the impact of attentive service on customer satisfaction [1]. - The article emphasizes that the bank's approach not only facilitated a business transaction but also fostered a sense of trust and warmth in customer relations [2].

转自：新华财经 此次活动为公司与客户搭建了良好的沟通平台，有效拉近了双方距离。活动过程中，客户对公司的品牌 形象和服务理念有了更深刻的理解与认同，进一步增强了对公司的信任感和忠诚度。未来，我公司将继 续秉持"以客户为中心"的服务理念，不断创新活动形式与内容，助力公司实现高质量发展。（王英霞） 编辑：赵鼎 活动前，中国人寿邯郸磁县支公司精心布置现场，并根据参与人数备足铜丝、釉料、画板、镊子、胶水 等掐丝珐琅制作材料。所有材料不仅质量上乘，且色彩丰富，充分满足客户多样化的创作需求。现场不 仅邀请了专业的掐丝珐琅工艺老师进行指导教学，还安排了公司客服人员与销售人员作为协助人员，负 责客户接待及柜面功能布局介绍等工作。 活动中，工艺老师通过图文结合的方式，详细讲解了掐丝珐琅的历史渊源、制作工艺与艺术特点——从 元代的起源，到明清时期的工艺造诣，再到现代的创新发展，让客户对这一古老非遗技艺有了全面且深 入的认识。同时，还展示了多件精美掐丝珐琅作品的图片，帮助客户直观感受其独特的艺术魅力。 为践行"以客户为中心"的服务理念，加强与客户的互动交流，中国人寿保险公司邯郸磁县支公司于近日 举办了一场别开生面的掐丝珐琅体验活动。 ...

Core Viewpoint - The launch of Chery Commercial Vehicle's Zero Mi Light Truck Energy Version in Beijing marks a significant step in the company's commitment to customer-centric innovation and addresses key industry pain points related to electric vehicle performance and efficiency [1][20]. Group 1: Event Highlights - The launch event in Beijing featured over a hundred attendees, including industry leaders and media representatives, and resulted in 207 orders for the Zero Mi Light Truck Energy Version [3][4]. - The event emphasized the collaboration with Xiaomi's automotive factory, showcasing a commitment to integrating customer needs into product development [4][5]. Group 2: Product Features - The Zero Mi Light Truck Energy Version incorporates advanced "Energy Black Technology," which significantly extends battery life, reduces charging time, and ensures a longer driving range, addressing customer concerns about battery performance [8][15]. - The vehicle features a 140kWh battery that has passed the 2026 national standard tests, with innovations that enhance energy density and reduce charging losses [15]. Group 3: Customer-Centric Approach - Chery Commercial Vehicle's philosophy centers on the belief that "the customer's business is the life of Zero Mi," reflecting a strong commitment to understanding and meeting customer needs [7][20]. - The company has gained the trust of over 2,500 users, emphasizing the importance of delivering tangible value to customers [7]. Group 4: Industry Impact - The rise of new energy light trucks is seen as crucial for upgrading the industry chain and improving logistics efficiency, cost, and sustainability in China [14]. - The Zero Mi Light Truck Energy Version is positioned to influence the northern logistics market and contribute to the development of the new energy sector [14].

小班一边轻声安慰刘女士，让她别着急，承诺一定会帮她解决问题，一边迅速将情况汇报给了网点主 管。主管了解情况后，立即启动应急预案，开辟绿色通道，安排经验丰富的柜员小李专门负责处理刘女 士的业务。小李熟练地指导刘女士办理密码重置手续，每一个步骤都耐心讲解，确保刘女士清楚明白。 小班则在一旁协助，帮忙核对身份信息，同时安抚刘女士的情绪。由于刘女士太过紧张，在签字确认 时，手一直在颤抖，小李和小班不断鼓励她，给予她温暖和支持。 在大家的共同努力下，短短十几分钟，密码重置业务顺利完成。刘女士成功取出了手术费，紧锁的眉头 终于舒展开来。她满含感激地看着工作人员，眼眶湿润，连声道谢："太感谢你们了，要不是你们帮 忙，我真不知道该怎么办才好，你们真是帮了我的大忙！" 农行济南历下支行营业部将继续秉持 "以客户为中心" 的服务理念，用实际行动诠释责任与担当，为每 一位客户提供优质、高效、有温度的金融服务。 原来，刘女士的孩子突发急性阑尾炎，正在医院等待手术，急需缴纳一笔手术费。可她在匆忙之中，不 仅忘记了银行卡密码，还误将银行卡锁住，无法取款。刘女士心急如焚，声音带着哭腔说道："这可怎 么办啊，孩子还在等着钱做手术，我真是急糊 ...

Core Viewpoint - The article highlights the exceptional customer service provided by Agricultural Bank of China (ABC) in handling a situation where a customer sought assistance to exchange severely damaged banknotes due to fire, showcasing the bank's commitment to a customer-centric service philosophy [1] Group 1: Customer Service Experience - A customer approached ABC's Jinan Lishan North Road branch with a bundle of burnt banknotes, expressing concern about their exchangeability [1] - The bank staff, particularly a teller named Zhang, provided a calm and reassuring response, explaining the regulations regarding damaged currency and assessing the condition of the notes [1] - The bank confirmed that the damaged banknotes retained over 75% of their identifiable area, qualifying for full exchange, which resulted in a positive outcome for the customer [1] Group 2: Employee Professionalism - The teller demonstrated patience and attention to detail throughout the process, ensuring the customer felt supported and informed [1] - The interaction exemplified the professionalism of ABC employees and their dedication to customer satisfaction [1] - The bank's service approach reflects its core value of being "customer-centric," emphasizing the importance of understanding and addressing customer needs [1]

Core Viewpoint - The article discusses the transformation of the public fund industry in China, emphasizing a shift from a sales-driven model to a customer-centric approach, driven by regulatory guidance and investor demand. The recently released second-quarter fund reports serve as a critical window to observe this trend. Group 1: Fund Industry Overview - As of the end of Q2, the total management scale of 162 public fund institutions reached 34.05 trillion yuan, growing by 4.91% compared to the end of last year, indicating a slowdown in industry growth [2] - The top ten public fund institutions now account for 40.71% of the total management scale, reflecting an increase in concentration among leading firms [2] - In the first half of the year, 86 public fund institutions saw growth in management scale, with notable increases from firms like Huaxia Fund and E Fund, both exceeding 100 billion yuan in growth [2] Group 2: Profitability and Performance - The total profit of fund products in Q2 exceeded 380 billion yuan, marking a more than 50% increase from the previous quarter [4] - Huaxia Fund led the industry with a profit of 30.09 billion yuan in Q2, being the only institution to surpass 30 billion yuan [4] - For the first half of the year, E Fund, Huaxia Fund, and Fortune Fund topped the profitability rankings with profits of 58.44 billion yuan, 57.32 billion yuan, and 35.93 billion yuan, respectively [4] Group 3: Performance of Equity Funds - The performance of equity funds has improved significantly, with the median average return of equity fund products reaching 15.92% as of the end of Q2 [5] - Huaxia Fund's equity products achieved an average return of 17.12%, ranking first among large equity fund companies [5] - The Huaxia North Exchange Innovation Small and Medium Enterprises Selected Fund reported a three-year return rate of 175.64%, showcasing exceptional performance [11] Group 4: ETF Growth and Market Dynamics - The non-monetary management scale of fund companies continued to grow, with a quarterly increase of nearly 1.29 trillion yuan, surpassing 20 trillion yuan in total scale [6] - Huaxia Fund and E Fund were the only two institutions to see non-monetary scale growth exceeding 100 billion yuan in Q2 [6] - The total scale of non-monetary ETFs reached 4.15 trillion yuan, with only ten institutions managing over 100 billion yuan, capturing 80.05% of the market share [6] Group 5: Huaxia Fund's Strategic Positioning - Huaxia Fund has established a comprehensive ETF product matrix, with 110 non-monetary ETFs, including 12 with scales exceeding 10 billion yuan [9] - The company has transformed ETFs from mere trading instruments into service platforms, enhancing user experience and lowering investment barriers [9][10] - Huaxia Fund's marketing strategy focuses on practical effectiveness and deep connections with investors, moving away from superficial trends [10] Group 6: Research and Development Capabilities - Huaxia Fund has built a robust research and development team, emphasizing the importance of research in creating value [16] - The company has optimized its research system to enhance efficiency and effectiveness in investment analysis [16] - The shift in the public fund industry from a focus on scale to quality is exemplified by Huaxia Fund's performance and strategic approach [16]

Core Viewpoint - The article discusses the transformation of the public fund industry in China, emphasizing a shift from a sales-driven model to a client-centered approach, driven by regulatory guidance and investor demand [2][24]. Fund Industry Overview - As of the end of Q2, the total management scale of 162 public fund institutions reached 34.05 trillion yuan, growing by 4.91% year-on-year, which is a slowdown compared to the previous year's growth of 5.47% [3]. - The top ten public fund institutions now account for 40.71% of the total management scale, indicating a further concentration of market share among leading firms [3]. Profitability and Performance - The total profit of fund products in Q2 exceeded 380 billion yuan, with a quarter-on-quarter growth of over 50% [6]. - In the first half of the year, the top three profit-generating firms were E Fund, Huaxia Fund, and Fortune Fund, with profits of 584.44 billion yuan, 573.20 billion yuan, and 359.32 billion yuan, respectively [6]. Equity Fund Performance - The average median return of equity fund products reached 15.92% over the past year, with Huaxia Fund leading at 17.12% [7][14]. - Huaxia Fund's North Exchange Innovation Small and Medium Enterprises Selected Fund achieved a three-year return rate of 175.64%, ranking first in its category [15][16]. ETF Growth and Market Dynamics - The non-monetary management scale of fund companies grew by nearly 1.29 trillion yuan in Q2, surpassing 20 trillion yuan for the first time, driven primarily by the growth of ETFs [8]. - Huaxia Fund and E Fund were the only two institutions to see non-monetary scale growth exceeding 100 billion yuan in Q2, with increases of 120.68 billion yuan and 102.51 billion yuan, respectively [8]. Huaxia Fund's Strategic Positioning - Huaxia Fund has established a comprehensive ETF product matrix, with 110 non-monetary ETFs, including 12 with scales exceeding 10 billion yuan [12]. - The firm has transformed ETFs from mere trading instruments into service platforms, enhancing user experience and lowering investment barriers [12][13]. Research and Development Capabilities - Huaxia Fund emphasizes a strong research and development system, focusing on equity investment and building a diverse and experienced research team [22]. - The company has optimized its research system to improve efficiency and effectiveness, aligning with the industry's shift from scale competition to quality competition [23]. Conclusion - The practices of Huaxia Fund reflect the broader trend in the public fund industry towards prioritizing investor interests and creating long-term value, marking a significant transition from "large" to "strong" [24].