Emaar entered the Client Relationship Management category and left the judges in no doubt as to why they deserved to take home the winner’s trophy.
Their presentation focused on how customers are the firm’s “focal point for all organizational strategies, including business growth and expansion”.
Emaar have developed a client-relationship management solution that efficiently profiles customers and helps deliver solutions in promised timelines.
With a business rationale driven by the ambitious Dubai Plan 2021, Emaar trained their staff on Customer Experience through the appointment of Relationship Managers, while customer-facing staff became ‘Happiness Ambassadors’.
This drive was fueled by generous staff rewards, and results showed in improved customer retention rates. Meanwhile, Emaar property residents enjoy ‘Community Happiness Days’ with fun family events and home health checks which aim to improve facilities including air conditioning.
Speaking after the gala ceremony at Dubai’s Jumeirah Beach Hotel, Ahmed Al Matrooshi, the Managing Director of Emaar Properties told CXM World:
“The Gulf Customer Experience Award won by Emaar Community Management in the Client Relationship Management category is a compelling statement on our commitment to exceptional customer service standards. As the pioneer of integrated master-planned communities in Dubai, we have always focused on enhancing the customer journey, and in providing our community residents a sense of belonging.”
He added: “Emaar Community Management has been diligently working towards enhancing the value of our customer assets and strengthening the well-being of the community. With a dedicated team of community management professionals, we strive to enhance the customer experience, and are now focusing on digital initiatives to support this goal. We are thankful the jury for the recognition. It inspires us to further strengthen the Customer Experience that we provide.”