Sunway malls has brought on-board ex-flight attendants to join its customer care team as a form of upgrade for concierge services. They will be on ground to help with the retail footfall.
Kevin Tan, COO of Sunway Malls, stated that customer service is the key. The company, therefore, is upgrading its service levels.
"We need to take advantage of this fact and the best strategy is definitely to invest in customer experience,” said Tan. He added "We sees the need to work together with our retailers and service providers to further strengthen customer service. Together, we can provide a more wholesome customer experience with higher service standards throughout the mall."
“A typical customer journey spans from the car park, to the mall ambience, facilities and perhaps the concierge. These factors matter and to increase the standard of services, we must work with all of our business partners closely to achieve a quality of customer experience that exceeds expectations,” he added.
Last year, Sunway Malls launched a its Pokemon Go lure module just a few days after the popular game was officially introduced in the country.
Riding on Pokemon Go's game’s ability in moving large traction of traffic across various Poke stops, Sunway Malls was among the early adopters of the lure module activation to drive traffic into group’s four malls – Sunway Pyramid, Sunway Putra, Sunway Giza and Sunway Carnival in Klang Valley and Penang.