Recently, Lei Jun, founder, chairman, and CEO of Xiaomi, responded to reports about the establishment of a ‘Xiaomi Custom Service Center,’ drawing widespread attention. Lei clarified that this center is not intended for general consumer after-sales repairs but is specifically designed to offer personalized, in-depth support for premium users or those with special needs—such as enterprise clients, developers, and tech enthusiasts. The initiative aims to enhance user experience and strengthen Xiaomi’s service capabilities in the premium and professional segments.Lei emphasized that Xiaomi remains committed to its user-centric philosophy, and the new center represents a significant upgrade to the company’s service ecosystem. Through this facility, Xiaomi will be better equipped to address complex, specialized requests—such as system-level customization, hardware integration, and dedicated technical support. He also stressed that this move does not signal a retreat from the mass market; on the contrary, Xiaomi’s standard after-sales services will continue to serve all users comprehensively and improve steadily.Industry analysts note that as Xiaomi expands into high-end smartphones, smart electric vehicles, and the broader AIoT ecosystem, demand for specialized and differentiated services is growing. The Custom Service Center not only helps solidify loyalty among core user groups but also lays the groundwork for Xiaomi’s future B2B and high-value business strategies. This step reflects Xiaomi’s strategic shift from a ‘value-for-money’ brand toward a dual-engine model driven by both technology and premium services.
近日，小米创始人、董事长兼CEO雷军就‘设立小米定制服务中心’一事作出回应，引发广泛关注。雷军表示，该服务中心并非面向普通消费者提供常规售后维修，而是专为高端用户或特殊需求客户（如企业客户、开发者、发烧友等）提供个性化、深度定制化的服务支持。此举旨在提升用户体验，强化小米在高端市场和专业领域的服务能力。雷军强调，小米始终坚持以用户为中心的理念，此次设立定制服务中心是公司服务体系升级的重要一步。通过该中心，小米将能更高效地响应特定用户的复杂需求，例如系统级定制、硬件适配、专属技术支持等。同时，他也澄清，这并不意味着小米会放弃大众市场，相反，基础售后服务体系仍将全面覆盖所有用户，并持续优化。分析人士指出，随着小米产品线不断拓展至高端手机、智能汽车、AIoT生态等领域，对专业化、差异化服务的需求日益增长。设立定制服务中心，不仅有助于巩固核心用户群体的忠诚度，也为小米未来在B2B和高附加值业务上的布局打下基础。这一举措体现了小米从‘性价比’向‘技术+服务’双轮驱动战略的转型。
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