Customer Relationship and Brand Management
Central Retail is committed to providing exceptional customer experience and providing the best quality service to satisfy, create confidence, and meet the expectations of all customer groups through effective and continuous customer relationship and brand management on all of Central Retail’s service channels.
Target
Management Approach
Central Retail is committed to developing effective customer relationship management through a comprehensive customer feedback system based on the Omnichannel strategy. The data collected is analyzed and applied to develop products and services to meet customer expectations. In addition, more opinions about products and services are examined and received through a Customer Satisfaction Survey.
In terms of brand management, Central Retail has implemented a customer centric approach based on the omnichannel strategy to build on the strengths of the brand and communicate to all stakeholders through various channels, such as social media, public relations activities, articles, films, and songs, etc. Sustainability issues are integrated into the brand through communicating Central Retail's sustainability programs and performance, as well as increasing access to healthy products and environmentally friendly products. Central Retail also promotes income and well-being for the community. These management strategies aim to meet the expectations of today's stakeholders who place a greater emphasis on sustainability issues.
Customer Satisfaction Score
Performance
Customer Satisfaction Score in 2022
| 2019 | 2020 | 2021 | 2022 | |
|---|---|---|---|---|
| Customer Satisfaction Score | 87% | 88% | 89% | 89% |
Central Retail Omnichannel
In keeping up with changing consumer needs, lifestyles and expectations, Central Retail focuses on designing a cohesive user experience for customers at every touchpoint. Blurring the lines between physical and virtual stores, our aim is to make shopping as easy and convenient as possible for our customers.
Shop when you want, where you want and how you want.
Get all your shopping needs done in one call. With our one-stop shopping assistant on the line who can provide you with any information on our services or products, getting what you need has never been easier. Our products are available for delivery and installation anywhere in Thailand.
Don’t have the time to go browsing for products yourself? You can rest easy knowing you can start shopping with just a quick text to our LINE chat service. Any questions on your mind about a product or brand at any of our stores, just ask away and our staff will be at your service in real time. Our products are available for delivery and installation anywhere in Thailand.
Facebook has always been about connecting you to what you love. Now you can browse, order and pay for your favourite products in real time on the platform. You can simply do so through our Live Comments section or drop us a message in our chat box.
Need to make quick purchase on the go? Check out our Mobile App that allows you to browse, buy and get it delivered all in one app.
Can’t find what you’re looking for at our stores? Simply ask our staff to use our E-ordering service that allows you to browse from a wider range of products, pre-order what you’re looking for and pay in store. You can choose to have it delivered straight to your home or come in for collection at any of our branches.
Delight in browsing and discovering our extensive choice of products online. You can buy online and collect it in store within 1 hour or choose to collect on any date, time and store you wish.
If you’re just passing by or running tight on time, we now have Drive Thru services that make shopping even more convenient. Just drive up in your personal car and let our staff get everything prepared for you whilst you sit back and relax.
Personal shopper services made convenient, easy and fast. Just let us know what you need and get products and promotions sent straight to you.
