“The digital era has changed customer expectations in industries all over the world. We want our customers to feel that they are valued and have a voice,” said Ho.
KUALA LUMPUR: Mah Sing Group Bhd (Mah Sing) has rolled out a new customer experience management programme by adopting Qualtrics CustomerXM.
Qualtrics CustomerXM allows companies to predict, deliver, measure, and respond specifically to customer needs, in order to improve the customer experience and impact key business outcomes such as customer lifetime value, acquisition, and retention.
Mah Sing CEO Datuk Ho Hon Sang said that by using the experience data provided by Qualtrics, Mah Sing is able to identify the key moments in the customer life cycle.
“By engaging the Qualtrics CustomerXM Platform, it enables our customer service team to better understand our customers throughout the homeownership journey and to continuously enhance the customer experience that we deliver,” he said.
Qualtrics also enables the organisation to capture customer feedback in real-time, analyse it quickly, and rapidly get insights which are then cascaded to key decision-makers and frontline staff to take action on.
The Qualtrics platform offers omnichannel survey distribution where Mah Sing can reach out to customers through email, SMS, and QR code. Mah Sing plans to collect experience data from stakeholders at every meaningful touchpoint, from the initial contact at Mah Sing’s sales gallery to the mid-phase where home buyers made their booking, and until the vacant possession session.
Organisations from more than 100 countries use Qualtrics to close the gap between what customers expect and the experience they receive. In the first half of 2019 alone, brands used Qualtrics to launch more than 500 new customer experience programs globally, making Qualtrics the fastest growing provider in the industry.
“We believe that this customer experience management programme will help us to interact with our home buyers, and provide a better quality service to our home buyers. This will help to strengthen our relationships in the long term,” he explained.
