In 2023, Haidilao will take improving the customer experience as an important task. Starting from insight into user needs, it will use the enterprise's own innovation mechanism and management mechanism to create a new supply of takeaway to meet the increasingly diversified dining needs of customers.
In order to better implement the work of insight into user needs, Zhang Ying, General Manager of Haidilao Community Operation Business Department, launched the "Wow Plan" within the team to encourage all partners to provide services beyond customer expectations through insight. For example, is that a special day? Is the customer dining place special? When communicating orders, did the customer cough or hoarse when talking, or did the children play nearby? What expectations did the customer put forward? Each service has its specific time, place, person and other elements for the team to observe and judge the needs. Each service link can be sorted out and fixed.
Zhang Ying said that the ultimate purpose of Haidilao community operation is to let customers "anytime, anywhere, Haidilao". On this basis, Haidilao Outward Delivery has made layered management for customers' dining scenes and customer groups, forming a business matrix of "Haidilao Joy Banquet", "Haidilao Hot Pot Outward Delivery" and "Haidilao Food Outward Delivery", and jointly driving the growth of outward delivery business.
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[Editor in charge: h001]
