Alvin's Musings: An Eye-Opening Experience

During my recent trip to Shanghai over the Easter holidays, I had an eye-opening experience that made me reflect on how the buyer's journey is influenced by the concept of "friction." While battling flu symptoms and dealing with pink eye, I came across a game-changing app called Meituan. This discovery not only addressed my immediate health concerns but also served as a fantastic example of what truly captivates customers and fosters their unwavering loyalty.

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A Random Discovery

In the midst of navigating a foreign city and coping with a relentless cough and itchy eyes, I found myself in desperate need of medication. My knowledge of local pharmacies was limited and my ability to physically search for one was hindered by my condition. (Keep in mind that Google services are blocked in China as well.) It was during a random interaction I had with the cashier of a bubble tea shop that I first heard about Meituan. The store clerk, busy reading orders off a monitor and preparing drinks, had to contend with my questions on how to avail of coupons that people seem to be redeeming for drinks. She simply pointed to a guy in a yellow helmet and jacket. He looked like a bee. When I looked closer at his uniform, I saw the words Meituan. As I scanned the food court, I saw a dozen of these “bees” all waiting around various stores to pick up orders. That got me curious, so I downloaded the app and thought it was another typical food delivery app, like Deliveroo or Uber Eats, but what I didn't expect to see was a whole host of other non-food-related vendors on the platform. They had pretty much any service you could think of from grocery delivery to pet grooming. Among these myriad services was medication delivery from pharmacies. Score! ?

Intrigued and in need, I decided to give the app a try. I quickly navigated through its user-friendly interface and placed an order for the required medication. Little did I know that this chance encounter and subsequent discovery of the app would result in a transformative customer service experience that left a lasting impression on me.

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Life in the Fast Lane

To my surprise, within seconds of placing my order, Meituan notified me that a nearby pharmacy had accepted it. And that wasn't all – a minute later, I received another notification, informing me that a Meituan “bee” was already on their way to deliver my much-needed medication. ETA 5 minutes. The efficiency was mind-boggling! I thought there must be some mistake. It would've taken me a whole lot more time to search for the item in a store than it took for them to fulfill my order.

A Platform that Delivers (figuratively and literally)

Curiosity piqued, I made my way to the designated delivery point (which happened to be a set of lockers conveniently located at the lobby of my hotel). I wanted to see if that notification was just auto-generated and overly-optimistic. But, sure enough, as I made my way to the hotel lobby, I caught sight of a Meituan bee in their distinctive yellow helmet and jacket. They were scanning the locker, searching for an empty compartment to deposit an order.?

But was it my order?

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I was filled with anticipation as I approached the bee. I asked him “Are you delivering eye drops from the pharmacy to account xyz?” He said "Yes, can you confirm the 4-digit locker code for me?" After sharing the locker code, he handed me a Meituan-branded, yellow (naturally) paper bag containing the eye drops I desperately needed.?

The whole process, from placing the order to getting the drops in my hands, took a mere 11 minutes. Talk about jaw-dropping, eye-watering efficiency!

The Sales Connection

Now, let's talk sales. The exceptional experience I had with Meituan holds crucial lessons for us sales professionals. The trifecta of convenience, speed, and exceptional customer service left an indelible mark on me, turning me into a loyal user and advocate. When businesses prioritize these elements, they create an environment where customers feel valued and taken care of. By making it easy for customers to find and purchase products or services, responding swiftly to their needs, and delivering exceptional service, sales teams can build strong relationships and foster customer loyalty.

Here's how we can apply the lessons from Meituan's exceptional experience to your sales strategy:

1. Prioritize Convenience: Make it easy for customers to understand and access your solutions. Simplify your product offerings, clearly communicate their benefits, and provide intuitive purchasing processes. Ensure that your website and sales materials are user-friendly, providing customers with the information they need to make informed decisions easily.
2. Emphasize Speed: In a world that never sleeps, time is of the essence. Respond swiftly to customer inquiries, demonstrate a sense of urgency in addressing their concerns, and provide timely solutions. Show customers that you understand the urgency of their needs and can deliver prompt assistance and support.
3. Deliver Exceptional Customer Service: Stand out by offering outstanding customer service throughout the sales process and beyond. Take the time to understand your customers' unique challenges, provide personalized recommendations, and offer ongoing support to ensure their needs are met. By going above and beyond to address customer concerns and provide exceptional service, you can build trust and loyalty.
4. Build Strong Relationships: Establishing strong relationships with customers is crucial in any industry. Focus on building rapport, demonstrating expertise, and offering value-added services such as regular updates on emerging market trends and proactively provide recommendations. Foster open lines of communication and be responsive to customer feedback and concerns. By building strong relationships, you can position your company as a trusted partner.

By applying these lessons, we can create an environment where customers feel valued, taken care of, and confident in our solutions. The result will be increased customer loyalty, positive word-of-mouth referrals, and ultimately, more sales.

Key Takeaway

My trip to Shanghai not only provided me with a new shopping experience, but it also revealed the keys to improved sales: convenience, speed, and exceptional customer service. Meituan's demonstration of these crucial elements showed me firsthand their power to capture hearts and transform customers into loyal advocates. As sales professionals, let's take a page from Meituan's book and prioritize these essential factors. By doing so, we can create remarkable experiences that resonate with customers, fostering long-term sales success.