Interview with HSU CEO Qian Liqun: differentiated innovation and service drive healthy competition i

  "Innovation is fundamental to a company's development, and the freight forwarding industry is no exception. Providing excellent service to customers through innovation has always been the pursuit of Haosutong," said Qian Liqun.

  Haosutong CEO Qian Liqun | Source: Two Supremes

Currently, competition among e-cigarette freight forwarding companies is becoming increasingly fierce, with "price wars" being the primary mode of competition in the industry. Domestic e-cigarette freight forwarding companies mainly attract customers through low prices. On September 11, Two Supremes interviewed Haosutong Logistics CEO Qian Liqun. Qian believes that price wars are detrimental to the healthy development of the freight forwarding industry, and that solving customers' "pain points" through innovative, professional, and differentiated services is the way to achieve healthy competition in the industry.

"Innovation is fundamental to a company's development, and the freight forwarding industry is no exception. Providing excellent service to customers through innovation has always been the pursuit of Haosutong," said Qian Liqun.

Differentiated and Thoughtful Service is Fundamental

"The company instills the concept of differentiated service among employees, striving for excellence in service," Qian Liqun told Two Supremes.

Qian believes that from the customer's perspective, differentiation in solving logistics challenges is key to maintaining a good reputation. She still vividly remembers an incident last year when U.S. Customs detained a shipment:

In June last year, a U.S. customer’s CBD e-cigarette was deemed a drug tool by customs during clearance. After receiving the detention notice, Haosutong actively communicated with U.S. lawyers multiple times, ultimately assisting the customer in negotiating with customs, which agreed to re-clear the shipment. After the goods were re-cleared, they were released. The shipment was successfully delivered to the customer, who expressed satisfaction with Haosutong's wholehearted assistance in resolving the issue.

  Haosutong's Corporate Honor Wall | Source: Two Supremes

Qian Liqun stated that standing from the customer's perspective, understanding their needs and addressing their urgent concerns is fundamental to remaining competitive in the freight forwarding industry.

Fully Utilizing the Advantages of "Last-Mile" Delivery

Qian Liqun stated that the efficient delivery of e-cigarettes at the last mile is a persistent challenge that hinders the speed of many freight forwarders. Currently, e-cigarette shipments arrive at airports in various countries, but the quality of last-mile delivery truck services varies greatly. These factors make "last-mile delivery" a pain point for customers. Speeding up the "last mile" delivery will greatly help e-cigarette customers quickly distribute products and capture market share, reducing risks associated with warehousing, inspections, and lost items.

As an experienced freight forwarder, Haosutong also faces difficulties in last-mile delivery. When faced with challenges, solutions must be found. Haosutong has already made significant investments in overseas last-mile delivery. By collaborating with reputable and large-scale local trucking companies, analyzing past case data, and designing the fastest truck routes, they continuously optimize delivery through practical experience.

"Specifically, in the U.S., Haosutong has already selected trucking companies suitable for e-cigarette logistics. Collaborating with qualified and reputable trucking companies will significantly reduce the rate of lost items. They have official websites that allow for real-time tracking of logistics, ensuring high-quality logistics services," Qian Liqun said.

Qian Liqun stated that enhancing the service level of "last-mile truck delivery" is key to upgrading the logistics service across the entire chain for freight forwarding companies, and it also showcases the capabilities and strengths of freight forwarding companies. Only by possessing a closed-loop supply chain mindset and effectively addressing customers' pain points can large projects and major clients be well served. In the future, Haosutong will expand its local warehouses in the U.S. and may even invest in trucking companies.

Qian Liqun believes that the "full-chain channel" is a competitive barrier among freight forwarders, a "moat" for quality freight forwarders, and a common aspiration for all e-cigarette customers. Haosutong and many peers have the responsibility and obligation to enhance services, ensuring a smooth path for e-cigarette customers seeking to profit overseas.

Serving Over 60% of Domestic and International E-Cigarette Companies

"Haosutong has reached and served over 60% of the e-cigarette market, with leading companies in the e-cigarette industry all being involved. Continuous contract renewals from clients are the greatest praise and affirmation for the company. This sufficiently demonstrates that our choice to focus on the e-cigarette logistics sector long-term is correct and effective," Qian Liqun said.

Qian Liqun stated that a significant challenge in the U.S. this year is inspections. In 2023, inspection rates in Europe and the U.S. are both rising. In the face of severe inspection situations, maintaining resilience and becoming a flexible and powerful company is essential. Entrepreneurship is like this; it requires persistence. The company is also actively innovating, striving to help customers meet their needs and pain points. Providing sincere service to customers, rather than exploiting them.

Related Articles:    【1】 "Addicts" weave a drug network through sales and help with money laundering   【2】 Interview with Haosutong Logistics CEO Qian Liqun: How can freight forwarding companies help e-cigarette brands comply with regulations for overseas expansion amid tightening global regulations?

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