Xiaomi CEO's Customer Service Response Goes Viral
Lei Jun, CEO of Xiaomi, personally responded to a customer’s shipping delay complaint by saying ‘I’ll go chase it up right away,’ showcasing his hands-on leadership style that has become characteristic of his public persona.
The intersection of corporate leadership and customer service took an interesting turn when Lei Jun, CEO of Chinese tech giant Xiaomi, personally stepped in to address a customer’s complaint about shipping delays for the Xiaomi 15 smartphone series.
The incident began when a customer expressed frustration on social media about waiting over ten days for their customized Xiaomi 15 phone. Instead of letting the standard customer service channels handle the complaint, Lei Jun himself responded with a simple yet powerful message: “I’ll go chase it up right away.”
This personal intervention represents more than just good customer service. Since October 31st, when the Xiaomi 15 series launched, demand has been extraordinary, with sales exceeding one million units. While this success demonstrates strong market reception, it has also led to fulfillment challenges.
Lei Jun’s hands-on approach isn’t new. In 2020, he similarly responded to another customer’s shipping complaint, demonstrating a consistent pattern of personal engagement. This approach has helped shape Xiaomi’s corporate culture and brand identity, distinguishing it from other tech companies in China’s competitive market.
His leadership style extends beyond customer service interventions. When users suggested ideas for new products, such as a dual-zone washing machine, Lei Jun listened. The company subsequently developed and launched exactly such a product, showing how customer feedback directly influences product development.
However, some industry observers argue this approach, while generating positive publicity, may not address systemic supply chain challenges. Others counter that Lei Jun’s accessibility and responsiveness have contributed significantly to Xiaomi’s success in building customer loyalty and trust.
The viral response to Lei Jun’s intervention, with comments ranging from praise to playful suggestions about other products needing his attention, illustrates how this management style resonates with Chinese consumers who value direct communication and personal attention from corporate leaders.