In the northern regions, where geothermal heating has become increasingly common, the issue of floor moisture has started to emerge. This problem is particularly noticeable during the rainy season, when dampness can lead to discomfort and damage. To address this challenge, many homeowners have turned to film-paved flooring solutions, which have proven to be highly effective in managing moisture and keeping floors dry. As a result, wood floor coating services have gained popularity, becoming a new selling point for living home flooring products.
During this year’s rainy season, the practice of filming and paving floors has emerged as a smart solution to combat floor dampness. According to data from the China Consumers Association, a significant number of complaints about wooden flooring are related to issues like blistering and warping caused by moisture. The service differentiation strategy introduced by Living Home Flooring has effectively tackled these problems. Frontline sales representatives report that the film-pulling service has significantly boosted the sales of their floorboards. “Many customers come specifically for the film,†said Liu Shuo-chen, CEO of Life Group. He emphasized that flooring isn't just a product—it's a symbol of happiness. Their mission is to solve real customer problems. By focusing on service differentiation, Life Home aims to enhance brand recognition and make it easier for customers to associate the brand with quality flooring.
Historically, the southern regions, known for frequent rain, have been more proactive in addressing floor moisture issues. However, with the growing use of geothermal heating in the north, similar challenges are now emerging. For flooring manufacturers, resolving these complaints can be difficult, as consumers may mistakenly believe the issue lies with the product itself. Wang Jun, a senior expert in the flooring industry, pointed out that common problems such as tile changes, wrinkling, and cracking in southern areas are often due to poor moisture barrier management. If Life Home’s PE film service were adopted in the south, it could greatly reduce these issues and improve customer satisfaction.
Online buyers have also played a key role in shaping the company’s strategies. At its Tmall flagship store, Life Home offers a value-added service: buying a living floor plus 1 yuan to receive installation assistance. This service not only enhances customer experience but also strengthens brand loyalty. Compared to physical stores, online sales rely heavily on remote communication, which can sometimes lead to misunderstandings. To address this, the Tmall store implemented the "first questioning responsibility system," ensuring that customer concerns are addressed promptly and thoroughly.
Life Home places great importance on the data generated through online sales. These insights are crucial for adjusting product and service strategies. Based on feedback from Tmall, several popular products such as "Film Fashion," "Bohemia," and "Winter Sonata" have been developed. These items quickly climbed to the top of online sales charts. According to the R&D Center, Tmall feedback provides clearer insights into customer preferences—such as color, style, size, and wood type—than traditional market surveys. Life Home now uses this data not only for online marketing but also for trend analysis.
Customer satisfaction is more important than sales volume. Approximately 25%-30% of Life Home’s sales come from referrals by satisfied customers. Liu Shuo-chen, CEO of Life Home Group, believes this is a direct result of their customer-centric approach. He stresses that if a customer feels misunderstood or unappreciated, it can lead to negative reviews, which harm the company’s reputation. Therefore, the sales team is trained to "praise" customers, not just sell to them.
For example, one customer was dissatisfied with the color and pattern differences in their parquet flooring. The installer carefully selected the most consistent planks and placed them in visible areas, avoiding under furniture. He explained that following the customer’s initial request might compromise the natural harmony of the floor. Then, he brought in a designer to present two different layout options, helping the customer visualize the final result. In the end, the customer happily accepted the recommended plan. This kind of personalized service ensures that customers feel valued and understood.
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