宝洁关爱⁺推出升级服务，打造卓越消费者体验

新京报网05-20

【2024年5月20日，广州】近日，宝洁关爱⁺计划推出全新升级服务产品——“关爱⁺ 关爱家”服务计划，聚焦售前售后两个服务场景以及家庭情感连接，通过升级服务体验满足消费者的需求，打造超出预期的卓越消费者体验。同时宝洁关爱⁺也于5月20日发起“爱是碎碎念念，亦是岁岁年年”线上活动，号召青年一代在这样一个充满爱的日子里，不要忘记向父母表达爱意。从售前售后到情感传递，全方位提升服务体验从一年前开始，带着...

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Experience","themeId":null,"isJumpTheme":false,"ttsUrl":null,"symbols_score_info":{"PG":1},"content_text":"【2024年5月20日，广州】近日，宝洁关爱⁺计划推出全新升级服务产品——“关爱⁺ 关爱家”服务计划，聚焦售前售后两个服务场景以及家庭情感连接，通过升级服务体验满足消费者的需求，打造超出预期的卓越消费者体验。同时宝洁关爱⁺也于5月20日发起“爱是碎碎念念，亦是岁岁年年”线上活动，号召青年一代在这样一个充满爱的日子里，不要忘记向父母表达爱意。从售前售后到情感传递，全方位提升服务体验从一年前开始，带着对消费者关于服务体验的未来需求和趋势的关注，以及进一步升级服务产品以更好地满足消费者需求的初衷，宝洁关爱⁺团队开启了半年的消费者调研和内部共创。调研发现，消费者对于家庭，尤其是与父母之间的关系尤为关注。很多消费者表示，在日常工作和生活之外，希望有更多时间可以与父母交流，更好地去了解他们的生活所需和日常喜好，让父母感受到自己对他们的关心和爱意。宝洁关爱⁺团队认为，服务不只是解决问题，还要关注消费者的情感需求，用超出期待的服务体验，为消费者创造惊喜与感动的瞬间，升级服务产品。“我们希望不止关爱⁺，更要‘关爱家’。”基于内外部的洞察，宝洁“关爱⁺ 关爱家”服务计划应需而生。消费者在宝洁天猫官方旗舰店、宝洁京东自营官方旗舰店的客服聊天界面输入“关爱家”即可参与此计划。· 计划包含的服务主要有：在售前购买场景中，宝洁关爱陪购师将从父母们的需求出发，向消费者做出更精准适当的推荐，帮助消费者更方便、更轻松地选择到高品质且适合父母使用的产品。在售后服务场景中，父母将会收到一份定制的《父母关爱指南》，通过大字版的使用指南，让父母看得清楚、用得放心；关爱客服将通过父母服务专线与父母电话沟通，在第一时间帮助父母解决产品使用的疑问，创造“陪伴式”的使用体验。同时，“关爱⁺ 关爱家”服务计划也希望与更多消费者分享爱意。参与服务计划的消费者将有机会获得客服送出的“惊喜关爱礼盒”，让惊喜发生，让爱意传递。除了推出升级服务，宝洁关爱⁺从“心”出发，用“情”相连，在线上发起“爱是碎碎念念，亦是岁岁年年”主题活动，征集大家与父母之间的暖心小故事，并发布同名年度主题视频。视频以父母的“碎碎念念”为线索，演绎父母与子女互相照顾的故事，鼓励消费者向自己的父母表达关心和爱意，同时呼吁社会各界共同关注家庭内情感的表达与传递。步履不停，宝洁关爱⁺始终为消费者打造有温度的服务体验2017年，一位80多岁的老人找到宝洁客服，希望维修一把已经购入40多年，现已停产的博朗剃须刀，经过团队的努力，最终在博朗德国总部博物馆找到了同款剃须刀，完成了配件替换和维修；2020年，疫情一线物资紧缺，上百名消费者联系宝洁希望捐赠物资贡献自己的力量，宝洁积极响应消费者需求，成立专项小组，在快递及仓储紧张的情况下协调物资并完成捐赠；2022年，宝洁关爱⁺计划上线了行业首创的无障碍陪购师服务，从无障碍流程定制、实时线上语音服务和无障碍包裹追踪三方面入手，解决视障消费者的网购痛点。多年以来，宝洁关爱⁺初心不变，步履不停。面对消费者日益丰富的需求，关爱⁺始终贯彻宝洁以消费者为中心的原则，持续提升服务体验质量，开发更多打动人心的服务体验产品，比消费者多想一步，创造更多关怀和感动。同时，宝洁关爱⁺也呼吁社会各界共同关注，希望与越来越多的同行者一起交流协作，为消费者的服务体验升级贡献一股力量。校对 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