Customer Logistics Is Hard To Stand By, Abandon Customers And Experience Big Layoffs.

A few days ago, the reporter telephoned fan guest. Van guest Senior Minister of public relations, Chen Chu, said: "the word" contraction "is not accurate, such as the wind is mainly to cooperate the two or three line cities and the third party logistics companies, and use the system and platform like Feng Feng. Moreover, the first tier cities such as Beijing, Shanghai, Guangzhou and other 6 cities are still like Feng Da distribution. In the future, they will continue to strengthen the logistics construction of the first tier cities.

　 Two or three line cities face change

Recently, an internal staff member of fan's fast company, such as Feng Da, told the media that the wind force will lay off 2000 people. The 26 cities originally covered will be abolished to 6, some of which will be abolished, and most of the businesses will be handed over by Bai Song logistics, the third party logistics company.

A Chengdu consumer told reporters that in the past two months, the delivery master had not changed, but it was no longer like Feng Da, but changed to the immediate delivery company under the Chengdu Commercial Daily.

The reporter called Chengdu immediately to send the company, its staff only said, "at present, we have immediate orders for all customers."

Another consumer in Xiamen told reporters that in April of this year, he bought goods from van customers and found that logistics changed from Feng Da to Bai Song logistics. At first, he thought he was wrong. Later, he found that the site like Feng Da had transformed into Bai Song logistics.

When did Bo song logistics come into existence? Reporters did not get more information when they consulted many materials.

Chen Yu, a senior media manager of van guest relations, stressed to reporters that the third party logistics company only sent people to do the final distribution work, or the use of wind platform and service system.

In addition, such as Feng Da just cooperated with the business of the two or three tier cities. The first tier cities such as Beijing, Shanghai, Guangzhou and Shenzhen did not join in the cooperation, and they will also strengthen the construction according to the increase of the volume of the business of the customers in the city of the 6 cities.

Under the scenery, it is difficult to conceal the high cost.

As for the creation of Feng Da, the industry knows such a familiar story. In 2008, Li Hongyi, who was in charge of van guest logistics, lost his job in Shanghai because of his neglect of duty. In the rage of CEO, fan Ke Cheng Chen disparaged Li Hongyi for the express business. At that time, Li Hongyi took the 100 thousand start-up capital and began to fly with only dozens of people like Feng Da. This can be seen from the growth rate of a group of data couriers, in 2008, less than 50 people; 2010, 1260; 2011, 5000 people.

In 2011, the wind had already had 26 cities or more than 150 sites, all of which accepted orders from customers, and from less than 10% to nearly 60%. This is known as "internal entrepreneurship" in recent years. Li Hongyi's entrepreneurial history has been relished and praised by the industry.

Although Feng Da has been developing like a raging fire, it can not disguise the cost pressure of wind rising.

Some media have reported that the distribution costs of van customers are soaring every year. The annual distribution cost rate is 8.08% in 2009, 8.50% in 2010, 12.1% in the three quarter of 2010, and 13.58% in the first half of 2011, and 18.97% in the three quarter of 2012.

The financial data of Jingdong mall, which also built its own logistics, shows that the overall logistics cost rate of warehousing and distribution in 2011 is only 6.6%.

At the same time, everyone started. Order The volume is greatly reduced, for example, Feng Da, the customer orders can not meet the demand, so turn to the external orders. Beginning in the second half of 2011, Feng Feng has been providing distribution services for major suppliers such as Xiaomi, UNIQLO, nutshell electronics, excellent purchase, tea customer Yi Bai, Yi Hui and so on.

"This year, the wind started to start independent accounting. From the beginning of the year, we found a lot of work, but now it's hard to find a job. Finally, they can not support themselves, only to divide these two or three line businesses and divestiture. Lu Zhenwang, an independent observer for e-commerce, told reporters.

Another important reason is that Feng did not receive a courier license. In June this year, the State Post Office announced the first batch of 260 enterprises with relevant qualifications in 2012.

"Because it did not get the express license, so the wind to undertake the third party business will involve legal risks, leading to some enterprises do not dare to order the wind. But relying solely on customer orders can not support such a lot of couriers. Li Chengdong, an e-commerce analyst, told reporters.

Customer experience is worrying.

Customers want to do the wind, and now maintain the 6 tier cities business, mainly self built logistics customer experience is guaranteed.

Generally speaking, there are four indicators for a courier company: speed, service, outlets and cost performance. Most express companies are focused on two aspects of speed and service by customer complaints. Self built logistics can effectively reduce customer complaints. After several years of development and accumulation, Feng Feng's reputation and attitude towards colleagues and consumers have been established.

"In terms of service quality, such as Feng Da is absolutely second to none in the domestic express industry. In fact, the speed of logistics is not very fast. Normal orders usually arrive in about three days, but the products of all customers can be tried on, not satisfied with spot returns and cash on delivery. All of these services are based on Feng Da. It can be said that the loyalty of customers is mostly due to the service of Feng Da. A Xiamen consumer told reporters.

But nowadays, customers will be handed over to the third party logistics companies in the final delivery section of the two or three tier cities, which means that the good customer experience that has been built up will be wasted.

"Because I changed into Pao song logistics, and for a time, many of my colleagues and I were not prepared to spend on customers. Mainly worried about the third party. logistics The quality of service. When Feng Da is bought, the new logistics company's related services can not keep up with everyone. The consumers told reporters.