A
business cannot survive without understanding the customer needs and without
conduction the efforts to better understand their customers. The same as to
Huawei, which is a leading global ICT solution provider.
When
we discussed about the Huawei's brand promise and brand attributes, their
enduring brand promise always remains as " enriching life and improving
efficiency through a better connected world". We can see that Huawei continuously innovates
to meet the customer needs and wants and advance the tchnology leadership as we
mentioned before.
When
it comes to the real situation, we also can see the great potential for the
improvement about how to meet the customer's need and wants. According a
research done by the IBM, we can conclued that the major focuses points for
customers from Huawei are as blew:
1.
In the purchase process, the customer prefer to focus on the reliability and
the professional ability for the sales team, they hope that the sales team
could give the customers some recommendations more professional and
compressive.
More
specifically, Lots of the respondents hope that the promises made during the
sales is in accordance with the real situation. Then, the question came to the
professional technic personnel during the purchase and the negotiation, they
want a professional sales team.
2.
The customer do want to see any accident during the delivery the products. For
example, the products are supposed to delivery in time and in a proper way.
Some respondents mention that they hope to see the quality report, which can
make the product much more reliable. The same case for the package and the
detail information before the deliverance.
3.
The third question came to the install of the product. The customers are expect
that, from the begin of the installation to the end, there will have the
qualified personnel to guarantee the product quality and offer the professional
services.
4.
When it comes to the usage of the product, the customers have a great desire
for the good services after purchase, and also for estimation about the repair
time. The remote technic service should be developed in the future.
5.
the increase understanding about the customer background is another point
mentioned in the customer wants and needs.
All
in all, compared to the other competitors, the customers think that the
performance in Huawei is better than the others, apart from the part about the
product installation.
In
sum, to understand the customer's need and wants, it's a best way for Huawai to
have more competitive aspects and differentiate their brand.
The
survey report about the customers wants and needs toward to the Huawei product
and service, IBM.
Xiaoxin CHEN
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