Missing Door Reflects B2C Industry Embarrassment &Nbsp; Le Tao CEO Micro-Blog Complain.

The quality of logistics distribution service has always been the pain of B2C enterprises.

In January 24th, a

"Logistics has become a bottleneck in the development of the B2C industry," Bi Sheng said. There are too few couriers to cover the whole country to provide money collection business, and the B2C enterprises have very few options, and many enterprises are lagging behind in their service awareness.

Insiders commented that the current distribution and express industry service capabilities and levels do not match the rapid development of the B2C market. It needs to continue to develop the logistics industry and enhance the awareness and level of service in the full competition to make up for this gap.

CEO as customer service representative

In January 24th, the consumer "Mr. Hu" posted a thread on the Internet, "who moved my shoes?" he said he had ordered a pair of Adidas shoes in 19. 24 days after receiving the goods, he opened it and found that the box was empty.

Angry, he posted it on his micro-blog: the empty shoe box you sent me...

Focus on customer service solutions.

This micro-blog has attracted the attention of many netizens.

CEO, micro-blog, responded by saying that every room in the warehouse has real-time video recording. The storeroom will not be out of order. It will produce a video to prove it. This is the delivery of the house, and Le Tao decides to call the police to trace the matter. It will also satisfy the users and make it clean.

He also said that the user's shoes will be paid first and apologize to the users.

At noon the next day, I would like to inquire about the matter.

Yue Tao public relations department said that the company is negotiating with the logistics providers, asking questions, and said that after confirming the fact that consumers receive empty containers, they will be paid first.

Yesterday afternoon, Le Tao network said that the company has completed the first payment of complaints to users.

Mr. Hu, a complainant, confirmed the case.

"The results of the treatment of Le Tao are basically satisfactory," he told reporters. On the second day after the complaint, he received a 446 yuan shopping refund which was fully refunded by Yue Tao.

Yesterday afternoon, there was a commissioner representing Bi Sheng to send him a pair of shoes that had been ordered before.

For the first time on micro-blog, it communicates directly with the complainants.

Jingdong mall CEO Liu Qiang Dong,

In 2011, it was known as the year of China's B2C industry layout. After the financing boom and expansion fever, enterprises were paying more and more attention to user experience and word of mouth.

After years of development, the extensive internal management has also been gradually refined. Besides the price war and quality, service experience has become an important factor for online shopping consumers to choose businesses.

It is not difficult to understand why the CEO of B2C enterprises play the role of "chief customer service representative" on the Internet.

Bi Sheng's complaint

"Bi Sheng men" personally served as customer service representatives, but they still had a deep sense of depression, and always let off some complaints.

"Logistics and distribution has become a bottleneck in the development of B2C industry," Bi Sheng said. At present, the service ability and service quality of the logistics industry have dragged down the improvement of service quality in the B2C market.

In response to the "empty box" questioned, Bi Sheng in micro-blog's distribution of the logistics industry present a big complaint.

"Someone asked me why I used the" Home Express ", because only it can support multiple users to pay cash on delivery.

Someone asked me why I use EMS, because only it can be sent to the whole country.

In response to questions from netizens, he replied, "home delivery can at least cover nearly 1000 cities across the country, supporting cash on delivery, and the background can be linked to le Tao (though the data are very inaccurate).

How many logistics companies in China can meet the above requirements?

A logistics personage introduced that the private courier company that can collect money business in the country's three or four level or above market has only two home express and Shun Feng companies, but only one EMS company can really cover the whole country's rural market. "I can understand what Bi Sheng said. The choice of B2C business is very narrow."

Even in very few choices, the quality of logistics delivery service often does not allow enterprises to worry.

Bi Sheng complained that the EMS generation service charge was over 5%, and the account period was long. The average fee rate of the general express industry was only between 1%~2%.

"How many gross profits can be allocated to the big business that has been untouchable? Lose only 5 yuan, or else do not play. Who will play with him in China?"

The third party logistics is not enough at present. Self built logistics like Jingdong and customers may be a way out, but not universality.

"If you can only be a light company, then no B2C enterprise will be willing to become a heavy company."

An industry insider said, however, the upstream suppliers' adaptability to e-commerce is not high enough. They are accustomed to "getting in and out" rather than "go out and go out" and do not have information services for B2C enterprises.

At the same time, in the competition stage of B2C "horse race enclosure", the abundance, sufficiency and timely delivery of goods inventory are the key factors of user experience, which can only be completed by enterprises themselves, so they have to choose the "heavy" format.

However, in addition to a few companies that aspire to become "China's Amazon" department store, most vertical B2C enterprises choose to build their own warehouses only, and deliver the logistics to the third party.

After all, self built logistics and distribution needs great investment and construction cycle is long. Without sufficient sales scale support, it is obviously not economical.

"E-commerce is a collection of Internet companies, warehousing companies, service companies, technology companies, creative companies and supply chain companies. If we add a logistics company, we haven't done the basic skills yet, and the money will be gone."

Bi Sheng said.

Liu Lei, CEO XinDa, also said that the development level and service capability of the logistics industry have lagged behind the outbreak of the B2C market. This is also the most painful thing for the B2C industry.

"Warehousing can be built on its own, but distribution, a lot of human resources, is always the most troublesome."

Many B2C enterprises in an interview with reporters said that self built logistics distribution system is the choice of several leading companies in the initial stage of development in terms of cost and scale, and does not apply to the whole industry. These self built logistics enterprises will separate the logistics system from the proprietary B2C business after the platform is formed.

At present, most of the information flow docking between B2C enterprises and express enterprises is basically completed. The part of the cash flow docking can be partially realized through the COD express delivery business, and the docking of management services is a difficult problem.

{page_break}

"The docking of management system is hard to achieve. At present, we are through the normal form of monthly meetings and communication with individual cases," Bi Sheng told reporters, but there are still some unsatisfactory phenomena.

For example, Le Tao asked the third party express delivery staff to let the receiving users interview before they sign the bill, and some of the distribution staff still failed to do so.

"Some distribution companies are still very strong, directly asking us to give users information to them, otherwise they refuse to distribute for us," Liu Lei told the daily economic news. In the B2C industry, they basically shielded the courier from the direct grasp of users' data through technical means, and some express companies wanted to obtain user information to sell cash.

Bi Sheng also mentioned this.

He reminded users in micro-blog that some logistics companies specialize in copying user addresses and promoting sales.

All of these show the mismatch between the development level of distribution industry and the growth rate of B2C.

At present, the logistics industry is becoming a new growth area focused on e-commerce. Recently, Alibaba launched a huge logistics industry layout plan, but the overall industry development and upgrading still need time.

"We must wait patiently now. The quality of distribution services will really improve only after the competition is full and the service capability is significantly improved."

Liu Lei said.