The first step to tackle was creating a survey that covered all of The Coffee House’s requirements to ensure that they receive the type of customer feedback they need. To sum up all of their requirements into one sentence: they needed a reliable solution for collecting more customer feedback in all of their locations. They needed an Enterprise Feedback Management System. The coffee company was not only interested in learning more about how customers perceive their beverage and service quality but also wanted to discover their customers’ wishes and expectations to improve service quality. Having recognized this issue, The Coffee House aimed to find an alternative solution to be able to collect negative as well as positive feedback from customers in all of its stores.
Unfortunately, most other situations simply end in customers leaving the store without having voiced their opinion at all because they don’t see the importance of sharing their thoughts if they’re not extremely negative. More often than not, customers in Vietnam will only voice their opinion to in-store employees and only if they’re extremely dissatisfied with the purchased service/product and are demanding an immediate solution. New Concepts for a Major MarketĪ majority of Vietnamese customers aren’t entirely familiar with the concept of passing on feedback to the actual owners of the businesses they frequent.
Customers can’t help but fall in love with The Coffee House at first sight. Their efforts to provide customers with a lasting impression become evident as soon as you walk through the door: when greeted with the lovingly designed nooks strategically placed throughout their stores, the wide range of creative and tasty beverages and the high service standards upheld by all employees. Its excellent customer experience is what sets The Coffee House apart from the abundance of competition in the coffee market. Going out to grab a cup of coffee is a typical part of everyday life for many of Vietnam’s residents – but The Coffee House has never just been another place to sip coffee. They now boast locations in both the highly commercialized Ho Chi Minh City and the country’s capital, Hanoi. The Coffee House, a popular Vietnamese coffee company which opened their first coffeehouse in the last quarter of 2014, opened over 10 more cafés during their first year of business to accommodate the considerable growth in customer base they continue to experience.
0 kommentar(er)
