Just as the pandemic has battered businesses and brands, some businesses have chosen to double down on their customer service. 16 of these businesses received the CXP Best Customer Experience Awards 2022 from the leading trade portal for customer experience professionals, CXP Asia.
Between July and October of 2022, 82 Malaysian companies submitted details of their customer experience programs that were conducted for the past two years. A survey was then conducted by CXP Asia based on the proprietary CXP Velocity Model to understand the purchasing journey of consumers and the level of experience they have received, as well as the ease with which their complaints were addressed and the post-purchase service they received.
The nominees were scored for their customer experience efforts based on the CXP Velocity Model which comprises 4 critical elements; Effort, Experience, Engagement and Evangelism, which covers the entire customer experience spectrum.
The CXP Best Customer Experience Awards 2022 Malaysia judges include Datin Paduka Setia Dato’ Dr Aini Ideris, Paul W Chan, Lim Chee Gay, Prof. Dr. Ho Chin Kuan, Professor Ir Dr Jimmy Mok Vee Hoong, Dato’ Munirah Looi, Dr May Heong Chee Mei, Prof. Dr. Selvaraj Oyyan Pillay, Ms Irene Wong, Ms Ulrika Brunner, and Miss Peggy Chong.
“In the past decades, customer experience has become transactional as ‘marketing’ has eclipsed the customer as the focus of a company. The internet and the pandemic changed that. Customer experience is seeing a rebound in importance as companies have shifted their focus on providing customers the attention, time and value-added service they deserve. Forging an emotional bond by engaging and understanding the customers on a more personal level is crucial for brands and businesses moving forward”, says Datuk William Ng, managing director of Business Media International, the company behind CXP Asia.
“When the focus returns to the customer; consumers benefit and the market is then driven by businesses’ ability to deliver rather than by the sheer size of their balance sheet”, Ng added.
The CXP Best Customer Experience Awards will next be held in Thailand, Hong Kong and Singapore, with the CXP Velocity consumer survey being conducted in these markets. The next survey cycle for Malaysia will be from July to October in 2023.
LIST OF WINNERS OF CXP BEST CUSTOMER EXPERIENCE AWARDS 2022 (MALAYSIA EDITION) IN ALPHABETICAL ORDER:
- BE International Marketing Sdn Bhd
- Coway (Malaysia) Sdn Bhd
- Cuckoo International (Mal) Sdn Bhd
- DHL Express (Malaysia) Sdn Bhd
- Hamel Marketing Sdn Bhd
- Jie Business Sdn Bhd (Oppo Authorised Exclusive Distributor)
- KPJ Puteri Specialist Hospital
- Multimedia University
- Nivea Malaysia
- Senheng Electric (KL) Sdn Bhd
- TDCX (MY) Sdn Bhd
- Telekom Malaysia Berhad
- Top Glove Corporation Bhd
- Thriving Talents Sdn Bhd
- Tune Protect Group Berhad
- Zurich Malaysia
For more information, please visit https://cxp.asia/awards/