Desain & Transformasi CX Pusat Kebahagiaan Pelanggan Emaar
Tujuan proyek ini adalah untuk memahami seberapa baik pusat kebahagiaan pelanggan mendukung, membimbing, mengarahkan & memuaskan pelanggan.
01 —The Impact
The results, up front.
Identified who visits the customer care center and when, the type of touchpoints that were frequently accessed by those profile. Identified how the space and various touchpoints were used. Made the ones that were redundant actually useful or substituted completely. A new set up was recommended that helped optimize the consumption of the space and services within it.
02 — The Challenge
Where they started.
Emaar Properties decided to review the efficacy of the Customer Happiness Center in Emaar Square and appointed us to support. The biggest issue with conducting a research of a customer happiness center / customer care is the nature of numerous touchpoints: - Digital or Physical - Online or Offline - Queuing or Informing - Guiding or Navigating And then we have customers themselves with their own views and experiences, and therefore varying satisfaction levels. The task was clear: to have an overarching view of the customer happiness center and ensure that not a single stone remains unturned.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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