Core Insights - The article emphasizes a significant shift in the scientific instrument industry from "selling equipment" to "selling services," highlighting the importance of after-sales service as a core element of brand trust [2][3] - The "Customer Care Season" initiative, launched in 2021, has seen participation from 30 brand partners and over 9,000 users, showcasing the proactive approach to after-sales service [2][3] Group 1: Customer Care Season Overview - The "Customer Care Season" has evolved over five years, with over 9000 users participating and more than 100 engineers providing live Q&A sessions [2][3] - In 2025, the initiative will upgrade to include live streaming and on-site inspections, enhancing user engagement and service visibility [3] Group 2: Brand Participation and Strategies - PerkinElmer has introduced a one-stop service system since 2010, enhancing user experience through live demonstrations in real lab settings [5][6] - Thermo Fisher has created five inspection videos focusing on key product lines, successfully visualizing service processes and building industry benchmarks [10][12] - Danaher Group has integrated its sub-brands to provide comprehensive service coverage across various fields, showcasing a collaborative service model [14][16] Group 3: Domestic Brands and Innovations - Domestic brands like Puxi and Leici are shifting from reactive to proactive service strategies, with Puxi hosting live training sessions to address user queries [25][27] - New entrants like Tianmei and Yuanxi are showcasing their service capabilities through on-site inspections and interactive content [29] Group 4: Value Creation and Marketing - The article outlines three core values that drive long-term brand growth: building brand trust through real service scenarios, reaching high-intent users, and establishing differentiated service reputations [34] - Jenoptik emphasizes the importance of high-quality service alongside product quality, aiming to transform every interaction into a trust-building opportunity [21]

Core Viewpoint - The article discusses the importance of customer care in the scientific instrument industry, highlighting a large-scale public service activity called "Customer Care Season" aimed at enhancing user experience and addressing equipment operation challenges through proactive service initiatives [2]. Group 1: Customer Care Initiatives - The "Customer Care Season" is a collaborative initiative by Instrument Information Network and several brand partners, now in its fifth edition, providing free on-site inspections, remote guidance, and live after-sales support [2]. - The initiative aims to improve user experience and resolve operational difficulties in scientific and industrial equipment, reflecting the industry's commitment to customer value and service quality [2]. Group 2: Industry Participation - The event has garnered participation from well-known brands such as Thermo Fisher, Shimadzu, Danaher Group, Jena, and HORIBA, showcasing its strong industry influence [2]. - The service network covers multiple regions across the country, reaching universities, research institutes, and enterprises, emphasizing the importance of "proactive after-sales and dedicated service" [2].