![]() ![]() A Haidilao staff member giving a free manicure to a customer. Haidilao has become a social media “restaurant influencer” in China, with heaps of organic UGC (User-generated content) on Weibo and WeChat moment. The only limitation about what Haidilao can offer, is your imagination. The ultimate queuing experiences at Haidilao: manicure service, massage chairs, yummy refreshments and drinks, various table games, toys for kids, portable batteries for phones and vehicles, leather shoes polishing… all for free. How come the Chinese people can still actively come and join the queue outside of Haidilao? Queuing for a table when you are craving for a meal could be one of the worst moments for foodies, and the average queuing time at Haidilao is 3-4 hours. ![]() However, the “best customer experience” Chinese hot pot does exist-known as the Haidilao hot pot chain. As an iconic and phenomenal Chinese hot pot brand, Haidilao has been refreshing the perception of successful Chinese restaurants brand. Photo by Esperanza Zhang on Unsplash What does “creative customer service” look like? With over 300 chain stores, and with each store estimated to serve 2000+ customers daily, the legendary “hottest” Chinese hot pot, Haidilao, is expanding to more than 100 countries.Ĭhina is reported to have over 350,000 hotpot outlets nationwide by the year 2016, with more than 1000-years of history. It is an impossible mission to rate “the best-tasting” hot pot, just like you can’t really name a “best cafe” in Melbourne. For me, “studying” Chinese food and restaurants is not only about looking for some weekend outing tips on social media but also an enrichment for my professional development-if you can take away the insights from their experiential marketing strategies, innovative customer services and story-telling techniques. As an authentic “Chinese foodie”, I always feel lucky to have been born in and grown up in China-a nation of food. ![]()
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