Managing Business for a Sustainable Society
SK networks aims to innovate corporate values through its orientation towards future growth, defined as Customer Value Explorer. We will pursue new customer-focused values through ambitious goal setting to augment customer value, active communication to execute the goals, and sustained business innovation efforts.
When SK networks receives customer feedback through the voice of customer (VOC) channels in each business division, it promotes customer satisfaction by promptly responding to complaints.
Through the Happy Call survey, SpeedMate analyzes customer satisfaction of customers for basic and complex maintenance. We use the detailed feedback collected to improve and develop products and services.
Walkerhill identified customers’ needs for responsive and convenient services in a customer satisfaction survey and VOC analysis. And also implemented an integrated mobile platform (slated for roll-out in late November, 2021) that could support the entire hospitality cycle from booking to early check-in/check-out, room service order fulfillment, etc. As the room and restaurant booking processes were improved, the online booking ratio jumped by a significant margin from last year and service turnaround time was reduced thanks to the early mobile check-in/check-out services.
SK networks considers a ‘customer-oriented mindset’ as a core company value and regularly runs the “Customer Value (CV) Board” every month, supervised by the CEO. CV Board requires the attendance of all business divisions and subsidiaries. The Board implements detailed measures of BM innovation activities and develops a customer-centered work culture by analyzing trends and customer behavior, discovering best practices of enhancing customer value, and sharing them with other employees.