Overview of Customer Insight and Experience Management
We are committed to driving service improvement through innovative customer experience management
Understand customers’ demands
Who are customers?
What kind of products and services should we provide to meet customers’ expectations?
Feel customers’ experience
What are the customer experience scenes in the community?
Are they satisfied with our services?
Listen to customers’ feedback
What problems do customers encounter in community life?
How do we serve our customers efficiently?
Prospective Insight, In-depth Dialogue With 300,000 Experience Officers
Perceiving Trends and Recognizing Opportunities
Leveraging the ‘Magic Lamp’ customer experience digital platform, the Customer Experience Research Institute continuously gathers in-depth insights into various aspects of owners’ demands, including food, housing, transportation, articles of everyday use,
Service Experience Innovation Strategy and Implementation
Transforming insights into strategies and action programs, promoting the implementation of innovative strategies through trail work, and closely combining customer demands with business values
Owner Experience Officers Connection and Co-creation
Operating ‘Xiaolandada’ experience community and recruiting 300,000 ‘Daren’ owners to become our:
- Community ‘Concerned’ Observer (concerning for community and discovering problems)
- Enthusiastic ‘Administering’ Think Tank (pooling wisdom and stre
- Community ‘Concerned’ Observer (concerning for community and discovering problems)
- Enthusiastic ‘Administering’ Think Tank (pooling wisdom and stre
Digital Experience, 100% Community Quality Supervision
‘Magic Lamp’ customer experience digital platform: Data drives a better life
Online Evaluation
•100% Project Coverage:Different from sampling survey of traditional property companies, we have realized 100% survey of 6000+ projects, covering every aspect of management
• 365 Daily Satisfaction:Property owners do not have to wait for telephone sur
• 365 Daily Satisfaction:Property owners do not have to wait for telephone sur
Real-time Management
• Real-time Satisfaction Score:Management staff can obtain results of satisfaction in the first place customers submit their evaluation, finding and improving problems in a timely manner
• Warning of Red Line for Experience:Setting more than 30 red lin
• Warning of Red Line for Experience:Setting more than 30 red lin
Closed-loop Problems
• 150 Evaluation Contacts:Extracting more than 150 contacts of life scenes based on customer experience to accurately locate problems
• Connecting Experience with Work Order:Forming customers’ feedback into event work orders, visualizing problem solvin
• Connecting Experience with Work Order:Forming customers’ feedback into event work orders, visualizing problem solvin
Omni-channel Services, 24-hour Considerate Guard
Having creating an omni-channel integrated customer service pattern, we guarantee the provision of efficient services for 6,622 communities and 8.15 million households, and solve multifarious problems such as life consultation, notes, repair, and complain
Omni-channel contacts achieve efficient communication with customers
Digital work orders make progress transparent and visible
Shared Knowledge Base
Digital Work Order
User one ID
Brand Display
Country Garden Services: Omni-channel integrated customer service pattern