The company has established a customer relationship management framework by conducting customer satisfaction surveys for both domestic and international markets. These surveys assess various factors, including product quality, customer preferences, pricing appropriateness, and convenience. The results are analyzed and used to improve operations in alignment with customer needs. The company also fosters strong customer relationships and engagement through regular meetings, customer visits, and market research. These activities serve as communication channels for conveying company policies, goals, and product information, as well as for presenting products and coordinating sales planning. Additionally, the company provides customer complaint channels via social media platforms such as Facebook Fanpage, Mamalover, Bissin Club, and Homey Club, ensuring direct consumer feedback. This allows the company to address concerns, implement improvements, and continuously enhance product quality.
The company has set a customer satisfaction target of 85% for both domestic and international customers. In 2024, the customer satisfaction survey results reached 85.2% for domestic customers and 97% for international customers, exceeding the established targets.
Goals and Performance for 2024
- Goal
- Performance
Management Approach
The company collects consumer behavior data to enhance customer satisfaction, retention, and long-term customer base expansion. The process consists of the following steps:
Identify
Identify: Collects fundamental customer information, including name, age, occupation, address, email, phone number, other contact channels, and purchasing behavior.
Differentiate
Differentiate: Analyzes customer behavior to gain insights into preferences and needs.
Interact
Interact: Engages with customers to identify and understand their pain points, fostering long-term brand satisfaction.
Develop
Develop: Enhances products to align with customer demands by collaborating with distributors and relevant internal departments.
