The Famous Amos Chocolate Chip Cookie Corporation (M) Sdn. Bhd.
Awards:
2023
Company details
Address
B-11-01, The Ascent, Paradigm
No. 1, Jalan SS 7/26A, Kelana Jaya
47301 Petaling Jaya
Selangor Darul Ehsan
B-11-01, The Ascent, Paradigm
No. 1, Jalan SS 7/26A, Kelana Jaya
47301 Petaling Jaya
Selangor Darul Ehsan
Industry
Confectionary
Vision
To become the household brand of freshly baked cookies and cookie-based gifting in Malaysia.
Website
Customer Experience Campaign
- The CX badge was created in conjunction with Customer Experience vision 2022.
- Conduct Customer Experience Training throughout Malaysia & Brunei.
- Launching of Chat bot in 2022
- Adoption of Freshdesk – customer voice management platform.
- Dedicated QR code in each outlet for customer to write in feedback.
- Implementation of Cashless Payment Mode for ease of checkout at outlets.
- Launching of Famous Amos official TikTok in March 2023
- Launching of mobile app as part of CRM initiatives.
Internal Strategies Implemented
- Operational Excellence Assessment (OEA) – as part of the assessment to assess CX implementation in outlets.
- Internal CX Campaign
- CX I Win – ensuring all outlet teammates comply to SOP
- CX Champion – Getting feedback from customers on service satisfaction.
Future Plans to Improve Customer Experience
- Continue to conduct CX training among outlet teammates to reinforce the implementation of CX basic steps.
- Continue to implement Operational Excellence Assessment on bi-annual basis.