Mah Sing puts focus on customer experience

Property developer Mah Sing has launched a new customer experience management programme using Qualtrics CustomerXM, aiming to better understand and take action on its customers' needs. According to a press release, Mah Sing will be using Qualtrics CustomerXM to collect, understand, and take action on customer experience data.

It will be reaching out to its customers through various platforms such as email, SMS, and QR code as part of its omni-channel survey distribution. Mah Sing plans to collect customer experience data from stakeholders throughout the purchase journey- from initial contact to the possession session. Mah Sing hopes to ultimately help the company offer an improved customer experience to its stakeholders with the collected data. A+M has reached out for additional information.

Datuk Ho Hon Sang (pictured), CEO of Mah Sing, said by using the collected experience data, it is able to identify "key moments in the customer life cycle". He added that Qualtrics also allows Mah Sing to get customer feedback in real time, analyse and get insights quickly, and then bring it up to decision makers and frontline staff to take action.

“We want our customers to feel that they are valued and have a voice. 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," Ho said.

Foo Mao Gen, head of Southeast Asia at Qualtrics, said it is critical for companies to have a system that allows them to come up with better customer experiences by taking action on the collected data. Foo added that brands who choose to compete on experience "become category leaders".

CustomerXM is a customer experience management programme developed by Qualtrics. Founded in 2002, Qualtrics have worked with brands such as Volkswagen, LinkedIn, Microsoft, Fuji Xerox, Mastercard, and Sony.

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