Core Insights - Haidilao has launched a promotional campaign offering free durian to customers, continuing its tradition of "surprising service" [3][7] - The initiative aims to enhance customer experience during wait times, responding to customer feedback for dessert options [4][6] - The effectiveness of this promotion in driving repeat purchases and positive word-of-mouth will depend on the brand's ability to redesign the service experience [3][8] Group 1: Promotion Details - The promotion includes a free durian for each table, available on a first-come, first-served basis, with a limited daily supply [7] - The promotion is currently offered only on weekdays, with additional small snacks provided if durians run out [7] - The initiative was inspired by customer suggestions during a busy period, highlighting the brand's responsiveness to consumer needs [4][6] Group 2: Market Context - The restaurant industry is experiencing intense competition, with many brands mimicking each other's offerings [8] - Experts suggest that relying solely on giveaways like free durians may lead to diminishing returns, emphasizing the need for a more comprehensive customer experience [3][8] - To stand out, Haidilao should consider integrating service elements that address specific customer pain points and create memorable experiences [8]

Core Viewpoint - The article emphasizes that the essence of efficiency in the automotive service industry is the respect for users' time, as demonstrated by Hongmeng Zhixing's innovative services that significantly reduce waiting times for vehicle delivery and maintenance [2][4][17] Group 1: Efficiency Innovations - Hongmeng Zhixing has introduced a "one-hour vehicle delivery" service by streamlining procedures, liberating users from time-consuming processes [4] - The company offers a "45-minute basic maintenance" service with a guarantee of free service if it exceeds the time limit, addressing users' time anxiety [4] - The "Starry Night Service" system extends operating hours of over 200 stores until midnight, allowing busy professionals to utilize their after-work hours for vehicle maintenance [4][15] Group 2: Emotional Connection - The service includes a "careful preparation" standard for vehicle delivery, ensuring that each car is in optimal condition for the user [6] - The "Fun Delivery" service allows for personalized vehicle delivery ceremonies, enhancing the emotional significance of the experience [6][12] Group 3: Continuous Care - The "Warm Accompaniment" service transforms waiting times into enjoyable experiences by providing dining options and value-added services [8] - The "Come Home Often" user feedback system reflects ongoing care through periodic activities and events [8][12] Group 4: Comprehensive Safety Network - Hongmeng Zhixing's safety system goes beyond traditional warranties, offering a comprehensive safety net for various driving scenarios [10] - Most stores promise a substitute vehicle or compensation if repairs exceed 24 hours, ensuring uninterrupted travel for users [10][15] - The company provides a "no-worry service" for advanced driving assistance features, covering multiple scenarios with a maximum coverage limit of 5 million [13] Group 5: Long-term Relationship Building - The "superior service" system aims to build a long-term, trust-based relationship with users, proving that true high-end service in the smart automotive era is defined by the warmth and breadth of user experience [17]

Core Viewpoint - The article emphasizes the importance of game operation in the current era of stagnant growth in the gaming industry, highlighting that effective player management and engagement are crucial for retaining users and extending the lifecycle of games [8][16][54]. Group 1: Game Operation Challenges - The gaming industry is transitioning into a phase where retaining existing users is more critical than acquiring new ones, as evidenced by a mere 0.94% growth in China's gaming user base in 2024 [15][16]. - The operational strategies of game companies must adapt to the new reality of stagnant user growth, necessitating a focus on player retention and satisfaction [16][54]. - A significant operational incident in the game "绝地潜兵2" illustrates how poor management can lead to player dissatisfaction, despite initial successes [5][7]. Group 2: Player Engagement Strategies - Effective player operation involves understanding user behavior and proactively addressing potential churn risks, with companies employing data-driven strategies to monitor player engagement [27][30]. - Companies are increasingly using personalized communication and incentives to keep players engaged, such as sending tailored messages or rewards to those showing signs of disengagement [28][30]. - The concept of "超预期服务" (exceeding expectations) is highlighted, where companies go beyond standard service to create emotional connections with players, thereby enhancing loyalty [42][45]. Group 3: Historical Context and Evolution - The evolution of game operation practices over the past two decades reflects a shift from basic customer service to sophisticated user lifecycle management, driven by technological advancements and market competition [46][50]. - The rising costs of acquiring new players have made it imperative for companies to invest in retaining existing users, as the cost of acquiring a light user has increased to 35-40 yuan by 2024 [53][54]. - Historical insights reveal that early game companies did not prioritize extensive user engagement, but the current landscape demands a more nuanced approach to player relationships [56][58].

Core Viewpoint - The article emphasizes the critical importance of game operation in the current market, highlighting that success or failure often hinges on effective player engagement and retention strategies [5][7][9]. Group 1: Game Operation Importance - Game operation has become increasingly vital as the gaming industry transitions into a phase of stagnant user growth, with only a 0.94% increase in China's gaming user base in 2024 [8]. - The era of coarse growth in the gaming industry has ended, necessitating a focus on retaining existing users rather than acquiring new ones [9]. - Effective game operation can lead to significant player retention, as evidenced by the resurgence of player numbers in games like "绝地潜兵2" through strategic operational efforts [4][5]. Group 2: Player Engagement Strategies - Companies are now employing detailed player operation strategies, including personalized communication and proactive engagement to prevent player churn [14][15]. - The use of data analytics allows companies to identify at-risk players and intervene before they decide to leave, with some companies reporting a 70% chance of player loss if no action is taken [15][29]. - The concept of "全用户全生命周期服务" (full user lifecycle service) is being adopted, indicating that engagement starts from the moment a player shows interest in a game [15][28]. Group 3: Challenges in Player Operation - The operational teams face immense pressure to manage player expectations and emotions, often acting as a buffer between the players and the game developers [19][20]. - High turnover rates and the emotional toll of dealing with frustrated players are common challenges faced by game operation staff [20][21]. - Companies are implementing measures to support the mental health of their operational teams, recognizing the need for emotional resilience in high-stress environments [21][23]. Group 4: Historical Context and Evolution - The evolution of game operation practices has been significant over the past two decades, transitioning from basic customer service to sophisticated user engagement strategies [27][29]. - The gaming industry has shifted from a focus on acquiring new players to extending the lifecycle of existing games, driven by increased competition and rising user acquisition costs [29][30]. - Historical practices in player engagement, such as community events and personalized interactions, are being revisited and enhanced with modern technology [30][31].