Oct 30, 2020|
JD Helps Elderly People Enjoy More E-commerce Benefits
by Rachel Liu
The JD Home Appliance Flagship store in Deyang, Sichuan province launched a service area specifically for elderly people to help them learn to use electronics products, making their lives easier and providing more convenience for their shopping experience.
Internet-based services that make life more convenient pose some challenges for elderly who are not used to the technology. According to Mengkang Wu, head of the JD Home Appliance flagship store in Deyang, over 6% of customers visiting the store are over 60 years old, and the percentage will be higher during Singles Day. The staff in the service area will recommend easy-to-operate products for elderly consumers. After customers bought products, the staff would show them how to use the products, and leave their phone number in case they need help at a later time. The store also provides free services to encourage elderly customers to try the products in store, such as provide free clothes steaming services using the steamers in store.
“I feel like I am too old to keep up the trends,” an elderly customer in the store said. “Now in China, every payment is made through mobile phone. Hospital appointments are usually made by young people through phone too. It’s also hard for us to get taxis on the streets because most taxis have already been booked online. The service area that JD has launched is very helpful for me. My kids are all working in other cities, so I always come here to ask the staff for help.”
The service is designed for elderly down to the last detail. For example, name tags of staff are extra-large, and staff are instructed to speak louder and adjust the font size on their phone screens. The store also has cooking classes, a massage area and a movie area, which has attracted many elderly people to spend their free time there.
“JD has an omnichannel business ecosystem, so we also need to provide the best experience for all customers offline. We have the responsibility to help elderly people solve their problems and enjoy their lives,” said Wu.
JD’s customer service team is also making efforts to optimize the service for elderly people. Feng Zhou, a JD customer service employee recently helped over 500 elderly villagers apply for medicine subsidies.
Suibin is a poor village in Heilongjiang province, and most of the young people have left the village to work in cities, leaving elderly people who don’t know how to use mobile phones shopping online. A village official in Suibin learned about JD Health’s project to provide over RMB 1000 yuan of subsidies to purchase medicine, and asked for Zhou to help the over 500 elderly people apply for the subsidy – a task he completed in the span of four days. “The project can help the elderly people save RMB 1000 yuan every year, and they can use the money to buy more clothes and nutritious food. I am glad to be able to make my contribution on the project,” said Zhou.
In the future, JD will continue to optimized the service for elderly customers and streamline the process for after-sale service.
Apr 18, 2024|
JD.com Awarded 2024 INFORMS Prize for Excellence in Operations Research and Analytics
JD.com is honored to announce that it has been awarded the 2024 INFORMS Prize. This recognition makes JD.com the first Asia-based enterprise to receive the award, highlighting its pioneering use of advanced analytics and operations research/management sciences (OR/MS) within its business operations.
The INFORMS Prize is awarded an organization that has repeatedly applied the principles of advanced analytics and OR/MS in pioneering, varied, novel, and lasting ways. Previous recipients include Walmart, Wayfair, Amazon, UPS, Booz Allen Hamilton, BNSF Railway, Walt Disney Company, U.S. Air Force, General Motors, Intel, HP, IBM, Ford, Procter & Gamble and GE Research.
Speaking on behalf of the selection committee, Mehmet Gumus, 2024 INFORMS Prize committee chair, remarked: “JD.com is showcasing data science as a source of business success and a necessary element to achieve customer satisfaction with continuous and dedicated practice. JD.com is truly deserving of this prestigious prize, and the entire O.R. and analytics community joins INFORMS in thanking them for their priceless contributions to the field and the business world.”
JD.com’s commitment to enhancing operational efficiency and customer service through OR/MS has been integral to its success. The company has developed an independently managed intelligent supply chain system that utilizes cutting-edge operations research algorithms to optimize warehouse management and logistics operations. This includes the operation of hundreds of intelligent warehouses and dozens of “Asia No. 1” intelligent logistics parks.
“We are honored to accept the INFORMS Prize and will continue to be steadfast in our dedication to leveraging the transformative potential of operations research,” said Sandy Xu, CEO of JD.com. “Our company’s supply chain not only aims to lead the industry, but also enhance the efficiency and well-being of our entire ecosystem.”
By the end of the fourth quarter of 2023, JD’s supply chain infrastructure assets had grown to RMB 153.8 billion, an increase of 16% year-on-year. Managing over 10 million self-operated SKUs, JD has achieved a global leading average inventory turnover of 30.3 days. This operational prowess enables JD to fulfill 95% of retail orders within 24 hours, significantly enhancing customer satisfaction and setting new standards in the industry.
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JD Super’s Ninth Annual “Baby Party” Campaign: Supporting Families with Newborns
JD Super, JD.com’s omni-channel supermarket division, successfully concluded its ninth annual “Baby Party” campaign, which ran from April 1st to 14th. Collaborating with leading brands from home and abroad, the campaign introduced new products and services designed to improve the shopping experience and reduce expenses for families with newborns.
Pioneering services included the “Fresh Milk Powder Express,” guaranteeing delivery of farm-to-consumer baby formula within 28 days, and the “Free Diaper Offers for Newborns” initiative, set to distribute one million diaper packs annually. Moreover, the “Life’s First Bottle” project significantly reduces the costs of high-quality milk bottles by offering them exclusively online at a 50% discount.
JD Super’s specialized after-sales services extend to over 90% of the company’s self-operated products, offering services such as free returns or exchanges. Another highlight was the introduction of the Chun Rui milk formula, developed in partnership with Feihe, a leader in infant milk production. This collaboration ensures top-quality products at better value for families.
Additionally, JD Super launched an online portal dedicated to public welfare activities, which promotes cost-saving measures, shares knowledge on baby care, and supports charity initiatives.
As part of its commitment to philanthropy, JD Super donated essential baby supplies valued at over one million yuan to 1,000 families in the economically disadvantaged Liangshan Yi Autonomous Prefecture of Sichuan Province, supporting local parents in this region.
The 2024 Report on Cost of Childbearing and Childrearing in China shed light on the challenges faced by parents, including limited free time and growing anxiety over rising costs and product safety. JD Super aims to mitigate some of these concerns by providing support to families nationwide.
JD Shares Insights with Executives during HP and SAP-Hosted Event
