KUALA LUMPUR, Malaysia, Dec. 30, 2021 /PRNewswire/ — As the market continues to be disrupted due to the COVID-19 pandemic, businesses are focusing on their customers’ experience to thrive against the pandemic. This include the 17 Malaysian brands and businesses that are voted by consumers for the CXP Best Customer Experience Awards 2021.
Between March and September this year, some 30,000 Malaysian consumers were surveyed through the proprietary CXP Velocity Model to understand their purchasing journey and the level of customer experience they have received, as well as the ease with which their complains were. Businesses rated the highest by their own customers across all parameters are then recognised with the CXP Best Customer Experience Awards.
“In the past decades, customer experience has become transactional as ‘marketing’ has eclipsed the customer as the focus of a company. The internet changed that. Customer experience is seeing a rebound in importance as businesses shifted their focus to 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, a leading portal for customer experience professionals.
The survey has also offered some insights into the state of customer service in Malaysia with 82% of the respondents saying they would recommend a brand or company they like to their friends or colleagues, 81% will patronise businesses more often if their employees are friendly and approachable when solving problems or complaints.
On the flipside, 80% of the respondents say they are not getting sufficient feedback from businesses despite actively seeking answers. 75% respondents stated that brands do not actively seek for their business post-purchase which caused them to not repeat purchase.
“We are seeing a rapid surge in investment by businesses into customer analytics, real-time feedback, and recovery processes to drive repeat purchase and word-of-mouth. Customer experience takes patience and persistence, but is an excellent investment given the changing behaviour of consumers and the resurgence of customer experience as a sales- and loyalty-driver,” Ng added.
The CXP Best Customer Experience Awards is organized by Business Media International with the support of research firm Smith Zander, Everise and Marketing Magazine.
CXP Best Customer Experience Awards 2021 Malaysia’s Winners:
| No | Company |
| 1 | Asia Pacific University of Technology & Innovation |
| 2 | Avisena Healthcare Sdn Bhd |
| 3 | Berjaya Starbucks Coffee Company Sdn Bhd |
| 4 | CIMB Bank Berhad |
| 5 | Coway (M) Sdn Bhd |
| 6 | CUCKOO International (MAL) Sdn Bhd |
| 7 | Domino’s Pizza Malaysia |
| 8 | flexHR – Visual Solutions (M) Sdn Bhd |
| 9 | KPJ Ampang Puteri Specialist Hospital |
| 10 | KPJ Puteri Specialist Hospital |
| 11 | Malaysia Airlines Berhad |
| 12 | Multimedia University |
| 13 | Nirvana Asia Group |
| 14 | Nivea Malaysia |
| 15 | Rentokil Initial (M) Sdn Bhd |
| 16 | Sunway Malls |
| 17 | TDCX (MY) Sdn Bhd |
About Business Media International
Business Media International is a subsidiary of Audience Analytics Ltd, a regional leader in promoting growth for companies in Asia through data-driven brands and initiatives. We own renowned media brands such as SME Magazine, HR Asia, Capital Asia, Energy Asia, Logistics Asia, TruthTV, and CXP Asia as well as business impact assessment brands such as SME100, HR Asia Best Companies to Work for in Asia, Golden Bull Awards and CXP Asia Best Customer Experience Awards. We organise various exhibitions and has the proprietary Software-as-a-service — Total engagement assessment model – in our portfolio.
About CXP Best Customer Experience Awards
The “CXP Best Customer Experience Awards” (“CXP Awards”) aims to recognise companies for excellence in customer experience, based on endorsements provided by the nominee’s own customers. The CXP Awards offers winners a powerful tool of branding, allowing them to build their brand as a desirable service provider and helping them attract and retain more customers.
Media Contact:
Adrian Cheng
Marketing Manager
Business Media International
adrian@businessmedia.asia
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
