We will tell you how to evolve from CS to CX through Jimsa’s vivid example! 1. ‘Jimssa’, a service created by customers and raised by customers Jimssa was a service that started from the customer’s perspective from the beginning. The CEO of Zimsa came to Seoul after graduating from high school and lived on his own for over 10 years, moving several times. He said he had difficulty finding the company he wanted every time he moved. He had to call several places to compare moving quotes, and the quality of the moving companies could not be guaranteed. After realizing that I was not the only one experiencing this problem, I created a service called Packing. Since you created the service from the customer’s perspective, you have done various research to create a customer-centered business from the beginning. We started with customer analysis.
The main customers who use luggage are in
Their 20s and 30s, and there are many people who are moving for the first time or. Moving Vietnam Phone Number Data extra luggage after living alone for the first time. Many people have had trouble because they were unable to do things that should have been done the day before moving. After identifying this pattern, we surveyed our packing customers about how much they prepared before moving, and found that they had very low awareness of moving preparations and found it difficult to find out exactly. Afterwards, we tested the response by posting a moving checklist on a Facebook community that many people in their 20s who are living alone had received 300,000 views and 7,500 shares in just 3 days, and we immediately invested internal resources to create a ‘moving checklist’ within the app. Made it. We are increasing utilization by sending push messages to customers who are about to move. (I actually used it and it was very, very useful) ‘Moving Preparation Checklist’ content for customers who are not good at moving Using the moving checklist as an opportunity.
I realized that what may seem like simple market research
Is an important attempt to make a product unique, and it doesn’t end with. This is how Greece phone data customers reacted,’ but ‘why is this reaction happening. Wouldn’t it be possible to integrate it well into our service? He began to think deeply about ‘what options are there if there are none?’ 2. Create a ‘CX Workbook’ to find answers from customers Through the process of creating a moving checklist. Jimsa gained the insight that ‘service improves when products are improved based on customer opinions’ ! We started creating a ‘CX Workbook’ to find feasible options based on customer opinions and implement them. Part of Zimsa’s CX Workbook ( due to security reasons) The workbook consists of three steps as follows. 1) What percentage of customer reviews are like this (fact) 2) What can we do? (Alternative) 3) If it goes ahead, will there be an impact on sales? (Business Impact) Zimsa’s UX is improved based on customer feedback. They say that the workbook actually helps a lot in setting development priorities. This is because during the process of product development, we can find issues that will immediately satisfy customer needs.
