Coway’s customer-centered management starts from the data analysis of customers and market. To flexibly respond to rapid changes in the market and diverse customer needs, we analyze customer data, needs, life stages, and purchasing behavior based on Customer & Market Insights (CMI). We then classify customer segments and establish response strategies for each customer group.
Coway runs the “Customer Sentiment Lab” within its R&D Center, where customers can use products in an environment similar to an actual home and provide feedback so that it can be reflected in developing new products. We also strive to improve customer convenience in various ways, such as revamping the product UI through the Design Lab, as part of our effort to give customers more satisfaction in using our products.
In September 2016, Coway opened the “Coway Care Station,” a space for customer experience. The Care Station consists of five care zones including the IoCare zone, water care zone, and air care zone. Customers can experience Coway’s products and get consulting from Cody and salespeople.
Coway also distributes the “Space Marketing Guideline” for consistent operation of the Care Zone, providing guidelines on the purpose, role, structure, and size of each zone. We plan to expand the Care Station and expand opportunities for a better, more customized customer experience.
