## What Does the VIP Service Upgrade Truly Test? An In-Depth Reflection from an Exchange Executive

In a recent live broadcast, the head of Chinese operations at a certain exchange shared his understanding of the VIP system upgrade. He proposed an interesting viewpoint: **Low fees are just the entry ticket; what truly retains users is continuous service support**.

This argument hits the current pain point in exchange competition. Many platforms in the market are engaged in price wars, competing to offer fee discounts, but user retention rates have not significantly improved. Why? Because the fee differences are limited; the key lies in the experience.

**Service systems are the key to differentiated competition**

The executive emphasized that the true value of VIP is not a temporary fee discount, but whether it can continuously solve users' actual pain points:

- **More stable trading experience**: faster transaction speeds, minimal slippage, sufficient liquidity
- **More timely customer support**: professional Chinese-language support, quick problem resolution
- **Risk control closer to practical scenarios**: customized support for different user scenarios

These seemingly "soft" services directly impact users' trading costs and decision quality. An environment with ample liquidity can help users save costs more effectively than simple fee discounts.

**From Cost Reduction to Empowerment**

Traditional VIP systems often fall into a single mindset of "fee discounts." The new upgrade shift is noteworthy — moving from mere cost-cutting to indirectly reducing users' overall costs through optimized trading experiences and improved service support networks. This allows users to focus more on trading decisions themselves rather than being hindered by cumbersome operational processes.

The seemingly simple logic of this upgrade reflects a deeper understanding of user needs by the exchange.