Customer first, BLD has been committed to providing customers with high quality products and service experience for 20 years, to create a service scene with BLD's characteristics of human and car life. Today, in the guise of an "experience officer", I walked into the newly refreshed and upgraded BLD Mercedes-Benz Jiaxing Experience Center and took the lead in experiencing an immersive experience of BLD's new "heart" luxury service experience center.
With the new hardware, entering the store is as easy and relaxing as going to the mall
"This is not a traditional 4S store, it's like a shopping mall." The first time I stepped into the BLD Mercedes-Benz Jiaxing Experience Center, I could not help but to make such an exclamation. Unlike the impression that 4S stores are separated by various areas and are mostly cold steel structures, the BLD Mercedes-Benz Jiaxing Experience Center is more transparent and open, with a sense of quality. As you can see, a lot of transparent elements are used to enhance the openness of the scene, and the layout of the space is also comfortable. In the spacious and relaxed environment, it is a pleasure to walk around the showroom with a relaxed and bright mood to appreciate the vehicles, accompanied by the quiet and elegant fragrance, soft and soothing music, and the greenery everywhere you go.
The senses are only the beginning of the experience. With the all-round digital upgrade, the process of purchasing, maintaining and using a car is more smooth and mindful. The large electronic screen and multi-functional vehicle display screen that run through the three levels, in the convenient interaction with multimedia, efficient access to vehicle information and various activities information; at the same time, visual reservation display, transparent workshop digital signage, after-sales maintenance progress can also be seen at a glance. The full use of intelligent equipment, so that the entire space is full of technology, situational, digital experience instantly pull full.
Quality service, every link from the customer needs
In addition to the comprehensive upgrade of a full set of hardware, the improvement of soft strength also adds to the quality service. Whether it is service personnel, service efficiency, or service details, service experience, all aspects can feel BLD's customer-first intention.
From the moment you enter, you will be meticulously received with a smile and affinity, patiently explained with professional precision, and enjoy comprehensive and thoughtful services while solving all kinds of vehicle needs; independent working groups for quick maintenance and inspection and repair greatly shorten the waiting time for after-sales services; take a short rest in the warm guest rest area and multi-functional massage room, rich special drinks and exquisite desserts are available for selection ...... In the elegant and atmospheric intelligent showroom, you will experience quality and distinguished services, and feel the high quality positioning of BLD as the head enterprise in the field of luxury car services in Zhejiang Province up close.
Technology-enabled, differentiated details to bring a comprehensive and intimate experience
Through the in-depth communication with Mr. Xu Lumin, the general manager of BLD Mercedes-Benz Jiaxing Experience Center, many seemingly insignificant places actually contain ingenious ideas for customer experience and staff care.
Q1: How do you think about this new upgrade?
A: Behind the upgrade of BLD Mercedes-Benz Jiaxing Experience Center, it is actually the reflection of BLD's new "heart" luxury service. In my opinion, new is renewal and innovation, while heart is intention and sincerity. We use a new look to show the innovation with the times and sincerely provide customers with a thoughtful and considerate service experience.
Q2: What are the special details in the showroom?
A: We have personalized many details to enhance, if the customer will have a more intuitive experience, to name a few: for example, in order to take into account the practicality and ornamental, we boldly choose a transparent sightseeing elevator, which is relatively rare in the country's 4S stores.
The lighting from the top floor was not originally planned to be so long, but in order to pursue a more extreme effect, we placed it from the top floor, and the installation process did encounter a lot of trouble, but in the end, with the sunlight coming in from the patio, the whole showroom is full of life, and we believe that the customers will also be in a bright mood when they see it.
We also carefully studied the fan power to optimize the circulation, like the railing on the third floor was specially raised by ten centimeters, also to prevent the cold air from overflowing, so that customers can have a comfortable and uniform temperature experience no matter in winter or summer.
Q3: What is the starting point for these detailed considerations in the showroom?
A: The intention of the scenes is, ultimately, to let customers feel BLD's pursuit of new "heart" luxury in all dimensions and to have a quality experience in all aspects. For example, in the Maybach exhibition area, we carefully designed the viewing position to enjoy the fountain view outside the window, which is itself a kind of understanding of the luxury experience; during the construction, we made more than 100 trips and changed the drawings for 50 or 60 times, even if it is the wall screen of the bathroom, the color of the dining room, or the inconspicuous trash can and skirting, all of them were carefully considered from the customer's perspective. carefully considered.
Q4: How does the new environment empower employees to create value?
A: Our humanization and personalization not only revolve around customers, but also extend to employee care. For example, wooden flooring is used in the walking area and soft carpet is used in the lounge area to create an efficient atmosphere of "no interference, sit down and be quiet". All of them are designed to make the office environment more dynamic and pleasant, helping everyone to enter the state better.
Q5: What is the outlook for the follow-up team building and service?
A: At present, consumer upgrading has become the mainstream trend of market development, and customer consumption habits and needs are constantly changing and improving. What we want to do is to always focus on customer needs and do a good, deep and solid job in the whole life cycle of car services through refined management and innovative services that keep pace with the times. At the same time, we will follow the development strategy of BLD Group, rely on technology empowerment and BLD-me platform, continue to integrate customized new retail experience scenarios, bring rich and diversified high-quality products and life services to customers, maintain our leading position and core competitiveness in Jiaxing region, and strive to make the life of people and cars better.
