Together every moment

The year 2022 marks the start of the second year of the five-year development strategy 2021-2025. Faced with the challenges of integration, market openness, and the 4.0 revolution, Everpia develops a customer-centric approach that prioritizes consumer satisfaction and trust in all operations, manufacturing to after-sales support.

Adopting "Together every moment" as the slogan, Everpia attempts to enhance goods, optimize marketing operations, and develop services in order to provide a comprehensive and positive customer experience at every stage of the buying journey.

1) Product – Service

1.1 Non-Order based business

• Continuously conducting market research; Collecting and analyzing data about customers, industry trends as well as competitors' activities to research & develop new products with high competitiveness, satisfying customers‘ tastes, and especially, exploiting potential new market segments.
• Identifying and understanding consumers' habits, experiences, and "pain points" across the whole usage process using qualitative and quantitative survey research, resulting in regular solutions to enhance product development and develop appropriate add-on services.
• Opening new support channels and collecting customer feedback to make consumer assessment and assistance requests as simple and convenient as possible. Simultaneously, the company has always had a correct, sufficient, and objective view of its products and services in order to advertise, enhance, and repair them in a timely manner since then.
• Improving quality, shortening the processing of customer products feedback during the warranty period
• Greening products and production through the use of natural ingredients and accessories.

1.2 Order based business

• Improving the manufacturing process and quality control so that every product delivered to the client is the best it can be, in accordance with the order's specifications.
• Researching, self-developing, and introducing products of outstanding quality, capable of replacing one or more product categories that customers are using.
• Applying international standards in production: GRS, ISO14001, Higg index, BSCI…
• Conveying the message of sustainable development, together with customers towards the journey of greening the product life cycle.

2) Marketing & Branding activities:

• Brand audit and brand health measurement: Collaborating with a respected market research firm to assess and identify the company's market position. Simultaneously, the organization checks the brand's key indicators on a regular basis in order to assess its efficacy and make improvements to its strategy, sales, and marketing efforts.
• Everon brand repositioning project: Towards a new brand positioning that is different and attractive to young customers - especially the Millennial generation (1980-1995).
• Realizing, understanding, and effectively influencing all customer's "touchpoints" with the brand throughout the entire buying journey, through integrated marketing activities.
• Analyzing and creating target consumer portraits to determine the best marketing plan for each group.
• Targeting to omnichannel
• Digitizing tools, channels, and platforms for the nationwide dealer system.

3) Customer services

• Mapping the customer journey, milestones that need to be adjusted for a better shopping experience
• Increasing touch points single-channel to multi-channel, building a consistent and systematic customer policy applied at multiple sales channels.
• Moving passively receiving feedback to proactively collecting customer feedback to make timely adjustments.
• Investing in customer relationship management (CRM) system to:
• Transforming customer service manual to automatic: automatically sending information on instructions for use, warranty, and reminders on how to preserve products
• Measuring the churn rate, customer lifetime value, net promoter score as a basis for adopting loyal customers care policies and attracting new customers
• Customer service has shifted collective care to selected and personalized care based on individual requirements.
• Synchronizing customer data to describe customer portraits and classify customers.
• Building a professional customer service team to optimize the in-person and online shopping experience

4) Internal training

• Training on products and manufacturing processes
• Training on customer service skills, contract negotiation skills and debt collection skills

 
Shifting a product-centric to a customer-centric mindset is not simple as it may seem, but it is an essential step to retaining traditional customers, building loyalty to new customers, and continue to growing customers.