{"id":1349,"date":"2021-07-30T17:20:00","date_gmt":"2021-07-30T10:20:00","guid":{"rendered":"https:\/\/unifam.com\/blog\/"},"modified":"2023-01-30T17:22:10","modified_gmt":"2023-01-30T10:22:10","slug":"pentingnya-customer-experience-bagi-unifam","status":"publish","type":"post","link":"https:\/\/unifam.com\/en\/blog\/pentingnya-customer-experience-bagi-unifam","title":{"rendered":"Pentingnya Customer Experience Bagi Unifam"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":1196,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"category-3","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[61],"class_list":["post-1349","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","tag-brand-unifam"],"acf":{"short_description":"Pengalaman Konsumen (Customer Experience) merupakan hal sangat penting bagi banyak pelaku usaha, termasuk perusahaan yang bergerak di sektor Fast-Moving Consumer Goods (FMCG). Terlebih tingkat persaingan di sektor bisnis ini terbilang sangat tinggi.\u00a0","post_content":"Pengalaman Konsumen (Customer Experience) merupakan hal sangat penting bagi banyak pelaku usaha, termasuk perusahaan yang bergerak di sektor Fast-Moving Consumer Goods (FMCG). Terlebih tingkat persaingan di sektor bisnis ini terbilang sangat tinggi.\r\n\r\nSalah satu nilai penting dari Customer Experience adalah dalam rangka mempertahankan loyalitas pelanggan. Tidak heran jika pendekatan melalui konsep Customer Experience yang meskipun terbilang baru karena muncul kali pertama pada 2017, saat ini terus berkembang dan telah menjadi bagian yang sangat penting dalam strategi pemasaran.\r\n\r\nSteven Wijaya, CEO PT United Family Food (UNIFAM) merupakan salah seorang sosok yang memahami dan menyadari pentingnya Customer Experience. Belum banyak perusahaan yang menerapkan konsep ini apalagi di industri FMCG.\r\n\r\nSteven bahkan memasukkan konsep ini ke dalam visi perusahaannya sebagai salah satu strategi untuk mewujudkan misi UNIFAM \u201chonor to unspoken hero\u201d.\r\n\r\n\u201cStrategi kedua yang dilakukan untuk membumikan misi UNIFAM dalam aktivitas sehari-harinya, yaitu melalui service. Service yang seperti apa? Extraordinary customer experience,\u201d ucap Steven.\r\n\r\nPada praktiknya, dalam konsep Customer Experience, membangun pengalaman adalah tahap utama untuk merebut hati pelanggan. Pada tahap ini, pelanggan tidak sekadar memperoleh informasi maupun janji-janji seperti dalam iklan tapi juga merasakan langsung dan mengalami sendiri keterlibatan dengan produk maupun layanan dari sebuah merek (brand).\r\n\r\nSesuatu yang menyentuh sisi pengalaman maka akan tertanam mendalam di hati seseorang yang dalam hal ini adalah pelanggan. Pengalaman yang baik kemudian mendorong orang tersebut untuk membagikannya kepada orang lain.\r\n\r\n\u201cCustomer Experience ini jauh lebih advance dibandingkan customer service. Customer experience sifatnya lebih proaktif. Experience atau pengalaman ini tentu tidak hanya terbatas pada produk tapi semua yang menyangkut pengalaman emosional pelanggan ketika berhubungan dengan Unifam,\u201d Steven menjelaskan.\r\n\r\nDi Unifam, penerapan konsep Customer Experience telah terbukti membuahkan hasil. Pada tahun 2021 brand Milkita mendapatkan penghargaan Bronze WOW Brand Award 2021 pada kategori consumer goods candy.\r\n\r\nMilkita terpilih sebagai salah satu merek terbaik di Indonesia untuk kategori consumer goods candy didasarkan atas survei Indonesia WOW Brand 2021 terhadap responden di beberapa kota besar di Indonesia.\r\n\r\nPenghargaan ini dinilai sebagai bukti konsistensi dan keberhasilan dari strategi Customer Experience yang dilakukan Milkita baik melalui online (digital) maupun offline (activation) lewat campaign \u201cKita Kuat Kita Sehat\u201d.\r\n\r\nKeberhasilan Milkita meraih WOW Brand 2021 tidak terlepas dari inovasi-inovasi yang dilakukan untuk selalu eksis di tengah masyarakat Indonesia. Misalnya di tengah kondisi pandemi, Milkita memperbanyak kegiatan dan semakin aktif mengembangkan eksistensinya di dunia digital.\r\n\r\nMilkita tidak hanya hadir lewat media sosial (Facebook, Instagram, Youtube) tetapi juga e-commerce (Amazon, Tokopedia, Shopee)."},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Pentingnya Customer Experience Bagi Unifam | United Family Food<\/title>\n<meta name=\"description\" content=\"Pengalaman Konsumen (Customer Experience) merupakan hal sangat penting bagi banyak pelaku usaha, termasuk perusahaan yang bergerak di sektor Fast-Moving Consumer Goods (FMCG). 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