主营业务全解析：18项服务覆盖全行业场景 北京凯恩思市场咨询有限公司的主营业务围绕"神秘顾客"展开，形成多维度、场景化的服务体系：1. 神 秘顾客暗访：通过模拟真实消费场景，记录服务人员行为、环境卫生、产品陈列等细节，为企业提供客 观服务评价；2. 快消品神秘顾客：针对食品、饮料、日化等品类，检测终端陈列、促销执行、库存管理 等情况；3. 神秘顾客系统：自主研发数字化管理平台，实现任务分配、数据采集、报告生成的智能化操 作；4. 神秘顾客检查：定期对连锁门店、服务网点进行标准化检查，确保服务一致性；5. 神秘顾客研 究：结合消费者行为数据，分析服务痛点与改进方向；6. 商场神秘顾客：评估商场导购服务、动线设 计、设施维护等体验要素；7. 神秘顾客调查：通过结构化问卷与行为观察，量化服务质量指标；8. 零售 神秘顾客：聚焦超市、便利店等场景，检测收银效率、商品推荐等关键环节；9. 服装神秘顾客：关注试 衣服务、搭配建议、退换货流程等细节；10. 神秘顾客咨询：为企业提供服务标准制定、培训体系搭建 等顾问服务；11. 神秘顾客检测：利用技术手段（如录音、录像）记录服务过程，确保数据真实性；12. 神秘顾客访问：通 ...

为凝聚生态共识，共绘发展蓝图，以"基石共跃·山海共生"为主题的2026年滴滴网约车渠道生态合作伙伴大会在珠海举办。本次活动汇聚了来自行业协 会、全国核心渠道商家及产业链上下游的300多家合作伙伴，旨在通过战略对齐、业务通晒与前沿洞察分享，携手合作伙伴共筑稳固生态基石，推动行业安 全、高质量、可持续发展。 中国企业联合会党委书记、常务副会长兼秘书长朱宏任与中国汽车流通协会会长肖政三参加活动并分别致辞，从宏观与行业视角，为出行生态的协同创 新与高质量发展提出了建议。朱宏任表示，滴滴出行作为网约车出行平台的重点骨干企业，在滴滴与生态平台几千家生态伙伴的共同努力下，形成了就业 的"蓄水池"和"稳定器"，在国家倡导的"扩大服务消费、释放内需潜力"中发挥了积极作用。肖政三指出，滴滴平台作为出行领域的领军者之一，以创新模式 深度赋能汽车流通产业，成为连接供需两端的重要桥梁，为汽车流通行业注入了新的活力。 2026年滴滴网约车渠道生态合作伙伴大会现场 过去一年，市场逐渐从以性价比为主流，转向越来越注重服务与体验。面对市场复杂变化与用户需求持续升级的市场环境，构建更具韧性、更富效率的 渠道生态已成为行业共识。平台、商户、资金方 ...

Core Viewpoint - China Broadcasting Corporation (China Broadnet) has achieved significant recognition in the 2025 Information and Communication Industry Quality Service Awards, reflecting its commitment to service quality and user satisfaction [1][15]. Group 1: Awards and Recognition - China Broadnet's subsidiaries excelled in various categories, with Jiangsu Nanjing Branch and Hangzhou Yuhang Huashu receiving the highest AAA rating in the "User Satisfaction Service Organization" category, while Jiangsu Wujiang Branch received an AA rating [2][16]. - In the "Quality Trusted Team" category, 30 teams from across the country were recognized, with Jiangsu Suzhou Branch's Customer Marketing Center Complaint Team awarded as a model for national quality trusted team construction [4][19]. - Ten service locations were awarded a three-star rating in the "Star Service Site" category, primarily including customer service centers and physical business halls [10][24]. Group 2: Commitment to Service Quality - China Broadnet has consistently prioritized service quality, actively responding to industry standards and promoting the standardization and quality enhancement of communication services [1][15]. - The awards serve as a testament to the company's long-standing commitment to a user-centered approach and continuous improvement in service experience [1][15]. - The company aims to replicate and promote its quality service experiences nationwide, deepen service innovation, and optimize service processes to enhance user satisfaction and trust [13][27].

Core Insights - The upcoming New Year's holiday in 2026 is expected to see a significant increase in travel demand, with booking volumes for travel services like flights and accommodations rising nearly five times compared to the same period last year [1] - The overall booking enthusiasm for the New Year holiday has increased by approximately 30% compared to the previous year, indicating a strong recovery in the tourism sector [1] Group 1: Travel Trends - Short-distance travel is expected to dominate, with popular destinations being within a 1-3 hour travel radius, particularly in urban clusters like Beijing-Tianjin-Hebei, Yangtze River Delta, and Pearl River Delta [1] - There is a notable trend of cross-regional travel, with northern travelers heading south for warmer climates and southern travelers visiting northern regions for winter sports, highlighting the appeal of ice and snow tourism [2] Group 2: Consumer Preferences - Cultural tourism remains a hot trend, with a growing demand for cultural experiences such as museum visits, cultural performances, and heritage exploration, particularly during the New Year holiday [3] - Emotional tourism is gaining traction, with travelers seeking meaningful experiences and rituals, especially in iconic locations, as they celebrate the New Year with family and friends [3] Group 3: Industry Development Focus - Enhancing service quality is crucial for the tourism industry, with a focus on establishing a visitor-centered service quality evaluation and regulatory system to improve overall customer satisfaction [4] - Continuous product innovation is essential, leveraging technology to enhance visitor experiences and creating new tourism products that combine various elements [4] - Expanding inbound tourism is a key direction, with efforts to increase the number of visa-free countries and improve the overall travel experience for international visitors [5] - The development of emotional tourism is highlighted, emphasizing the need for tourism businesses to resonate with visitors' emotional needs and create environments that foster connection and belonging [5]

Core Viewpoint - Guangdong Broadcasting Network is enhancing its service quality through a user-centric approach, focusing on listening to user feedback and implementing specific service measures to improve overall customer satisfaction [1] Group 1: Service Quality Improvement Initiatives - The company held a seminar themed "Fifteen Years of Commitment to Service Original Intention, Uniting to Write a New Chapter" to gather opinions from user representatives and consumer organizations [1] - Guangdong Broadcasting Network has transformed its service quality improvement system into 10 specialized service initiatives [1] - Each branch company has further detailed these initiatives into 129 specific tasks, addressing key areas such as network quality, service timeliness, and transparent pricing [1]

Core Points - The competition organized by Beijing Datang Xingyuan Property Management Co., Ltd. aimed to enhance service skills among customer service professionals, focusing on "skill competition, quality improvement, and service excellence" [1][3] - The project team selected six outstanding customer service personnel for the competition, emphasizing teamwork and mutual learning during the preparation phase [1][3] Group 1 - The customer service team demonstrated strong service skills during the competition, showcasing professionalism through smooth interactions and precise gestures [2] - The team received positive feedback from judges for their performance, highlighting their adherence to service protocols and attention to detail [2][3] - The competition served as a comprehensive assessment of the team's service skills and a demonstration of their cohesion and combat effectiveness [3] Group 2 - The project department plans to integrate the meticulous attitude displayed during the competition into daily service operations to continuously improve service quality [3] - The competition aligns with the company's goal of promoting management, efficiency, and development through competitive events [3]

Core Viewpoint - The Capital Airport Commercial Company is launching a special action to enhance service quality and passenger satisfaction at Daxing Airport's retail sector by systematically analyzing service shortcomings and conducting targeted service scenario simulations [1][4]. Group 1: Service Quality Improvement Initiatives - The company has initiated a special seminar to focus on three core dimensions: service attitude, shopping experience, and product return/exchange policies [4]. - A detailed analysis of three typical cases revealed key issues such as insufficient employee professional skills, inappropriate communication techniques, and lax process management [4]. - The company has optimized a comprehensive service improvement mechanism that includes preventive measures, efficient on-site responses, and post-service optimization to build a robust service quality framework [4]. Group 2: Training and Performance Assessment - A "Service Scenario Simulation Month" has been launched to test the effectiveness of service improvement measures, focusing on high-frequency scenarios like on-site service response and after-sales demand handling [4]. - The training emphasizes the use of emotional reassurance techniques, precise professional knowledge responses, and cross-departmental collaboration, incorporating a closed-loop management approach of "simulation—evaluation—improvement" [4]. - The results of the simulation training will be included in employee performance assessments to encourage skill enhancement and ensure high-quality commercial services at Daxing Airport [4]. Group 3: Future Goals - The company aims to continuously optimize service processes and standards, striving to create a first-class service quality in the Daxing Airport commercial area, ensuring a warm and pleasant shopping experience for all travelers [5].

Core Insights - The Darlingsha Airport has significantly improved its service quality for first-time passengers over the past four years, enhancing the overall reputation of civil aviation services in the region [1][2] Group 1: Service Development - The airport has established a service brand named "Darlingsha Wishes Fulfilled · Worry-Free First Flight," integrating first-time passenger services with transit convenience, military priority, elderly-friendly services, and deepening aviation tourism [2] - The scope of first-time passenger services has expanded to include first-time transfers and arrivals, ensuring comprehensive support for these travelers [2] Group 2: Implementation and Training - Darlingsha Airport has developed a robust system for training, assessment, and reward standards for special passenger services, aligning with the Civil Aviation Administration's guidelines [2] - The airport has implemented a series of service optimization measures, leading to significant improvements in service quality, as evidenced by its recognition in the 2025 CAPSE service quality enhancement evaluation [2] Group 3: Future Outlook - As China's aviation population continues to grow, Darlingsha Airport is committed to enhancing its first-time passenger services to support the high-quality development of civil aviation in Qinghai [3]

Core Insights - The company "Impression West Lake" is enhancing its service quality and business capabilities through a focus on learning and training, particularly in multilingual services and traditional craftsmanship [2][3][5]. Group 1: Service Upgrade - A multilingual training program was initiated to improve cross-cultural communication skills among staff, reflecting a shift in attitude towards international tourists [3][4]. - The training includes practical scenarios relevant to the performance service, covering audience reception, ticketing, and emergency handling [3]. - Staff members report increased confidence and improved tourist satisfaction as a result of the training [4]. Group 2: Craftsmanship and Mentorship - The "master-apprentice" system is employed to pass on professional skills and craftsmanship within the company, emphasizing internal development [5][7]. - Stories of mentorship highlight the collaborative efforts in crisis situations, showcasing the importance of teamwork and skill transfer [5][6]. - The mentorship approach not only focuses on technical skills but also on fostering a supportive and motivating work environment [6][7].

Core Viewpoint - The 45th National Quality Month in China emphasizes "Enhancing Quality Awareness and Promoting High-Quality Development," highlighting the importance of quality issues for both businesses and consumers [1] Group 1: Consumer Complaints and Industry Insights - There has been a significant structural change in consumer complaints, with high-frequency terms like "customer service," "service attitude," and "problem resolution" indicating core consumer demands [2] - Key complaint areas include financial payment, online shopping, life services, healthcare, and education, with the financial payment sector accounting for 24.86% of complaints and online shopping at 19.61% [2] - Common complaint issues include "customer service not handling," "false advertising," and "unfair terms," which have become the most frequent keywords on the complaint platform [2] Group 2: Measuring Corporate Responsiveness - The relationship between complaint volume and service quality is complex; high complaint numbers do not necessarily indicate poor service quality [3] - Key metrics for assessing corporate commitment to consumer rights include response rate and resolution rate, with high rates reflecting effective consumer feedback mechanisms [3] Group 3: Case Study and Best Practices - Aikang Guobin's handling of complaints through a data-driven and responsive mechanism resulted in a 99% response rate and a 93% resolution rate, significantly above industry averages [4] - The company's average processing time for complaints was reduced from 3.2 working days in 2023 to 1.5 working days in 2024, showcasing effective complaint management [4] Group 4: Importance of Integrity and Service Quality - Integrity in business is essential for gaining market recognition, especially as consumer expectations for service quality rise [5] - The need for industries to analyze complaint cases and enhance self-regulation is crucial for improving consumer trust and service levels [6] - Companies are encouraged to integrate complaint management into their overall quality management systems, transforming consumer feedback into actionable improvements [6]