All over the world customers are king. But it’s especially true in Asia.
Customers in Asia are unlike any others in the world. They tend to be more connected to their mobile devices and are eager to spend and connect with brands. Many of the most successful companies are those that are completely focused on their customers. Here are 10 of the most customer-focused companies in Asia.
DBS Bank CEO Anticipates Customer Needs
Customers are front and center at Singapore-based DBS Bank. The company has a Customer Experience Council, chaired by the CEO, which proactively anticipates and addresses customer needs. DBS listens to customers to do things like shorten wait times in branches and on the phone and provide a superior banking app experience. The customer-first attitude is working: DBS is regularly ranked a top bank for customer satisfaction.
Celcom Axiata Berhad Focuses on In-Store Experience
As the oldest wireless company in Malaysia, Celcom knows the value of staying connected with customers. While other companies focus solely on creating a strong digital experience, Celcom realized its customers prefer to use traditional, in-store touch points. The company updated its stores with a fresh new look, simplified the processes for buying or changing wireless plans and improved employee training to give them the power to help customers. Digital is still a focus on the company, but now customers can get the high-quality in-store experience they crave.
Maybank Partners with Startups to Help Customers
To get its best and most innovative ideas, Malaysia’s Maybank turns to customers and startups. The large bank regularly partners with smaller fintech startups to get access to the newest and most updated technology. An attitude of innovation and being open to feedback helps the bank continually evolve to meet customers’ needs and has helped it win numerous customer experience awards. Maybank is a far cry from stodgy banks that never change.
Coca-Cola Japan Uses Mobile to Connect with Customers
Coca-Cola may be a top drink around the world, but the Japanese arm of the company is known for its use of digital and social media to connect with customers. The Coke ON mobile app has more than five million downloads and helps customers find vending machines, try new flavors and get rewards for drinking Coke. It’s a fun and forward-thinking way to connect with the brand’s devoted fans and give them extra perks and discounts.
Mobitel Provides Personal, Regional Service
Sri Lanka-based wireless company Mobitel services a wide range of customers, some of whom speak different languages and dialects. The company de-centralized its contact centers to create small centers, each focused on a particular region and language to better serve customers. Mobitel also runs a state-of-the-art Customer Experience Center where customers can try new products and get their questions answered in person before making a purchase.
Ministry of Manpower Proactively Connects with Customers
It may seem odd to have a government agency on the list, but Singapore’s Ministry of Manpower takes customer focus to another level. The organization works on everything related to labor and employment in the country and has a Customer Responsiveness Department dedicated to understanding customers and meeting their needs. The proactive and connected approach turns customers into partners and helps create more effective and accessible services.
Titan Company Makes Customers Smile
The goal of India’s largest jewelry and watch retailer is to get customers to smile as they leave the store. Across its more than 1,400 stores, employees are focused on finding moments to delight customers by providing personalized recommendations and service. The focus on customers can be seen in everything the company does, from its store design to products and the attitude of its employees.
ANZ Taiwan Provides Omnichannel Experience
Banking is connected, especially in the busy Asian markets. ANZ Taiwan understands its customers are likely dealing with transactions in multiple forms across multiple countries and creates a strong omnichannel experience. ANZ has consistent and frictionless processes no matter if a customer makes a transaction in person, on the phone or online. It also proactively recommends related products to help customers further improve their banking.
Ocean Network Express Shows that Big Can Still be Small
Exporting is a huge business across Asia. Ocean Network Express, or ONE, is focused on putting customers first. The company aims to be big enough to survive a tumultuous market but small enough to always provide personalized, reliable service. The streamlined organizational structure helps customers easily get the assistance they need. All ONE employees are trained and empowered to solve any problem. In the large-scale world of international shipping, ONE shows that thinking small for each customer can make a difference.
Intuit Singapore Puts Caring Above All Else
The Asian branch of the popular financial software company truly lives by one of its guiding principles: care. Intuit Singapore focuses on the needs of each individual and makes customers central to everything it does. The company knows a personal, caring touch can set it apart from the competition, and it goes out of its way to listen to customers and care for their individual needs.
These 10 companies show that no matter the industry or size, customers should always be central. As they innovate and continue to listen to customers, these companies will pave the way for customer experience in Asia.