Adlabs Entertainment Ltd. has been announced winners of the “Best Customer Experience in the Services Sector” category under the Customer Experience Awards amongst some very prominent brands. The award presented by Zendesk was a part of the 11th edition of The Customer FEST Show 2018 conducted by KAMIKAZE B2B MEDIA, held on 1st February 2018 at Taj Lands End, Mumbai.
Speaking on this occasion, Imagica, Jt. CEO, Mr. Ashutosh Kale said, “Across industries, sectors, and regions, organizations are findings ways to improve customer experience in a more sustainable manner. We at Adlabs Entertainment Ltd., have taken a guest oriented approach where we integrate customer feedback and insight throughout the organization ensuring more enriching and exceptional experience year after year. Another important aspect has been the investment in our employees, as this directly translates into them working towards the goals of the organization.”
Imagica, India’s first family holiday destination of international standards indeed stands true to its tagline of ‘Badi Interesting Jagah Hai!’. Consequently, providing a truly innovative experience to one and all is Imagica’s primary objective. Being at the confluence of 3 industries i.e. service & hospitality, tourism and entertainment - Imagica looks at creating moments of magic at the park, during a guest’s booking and decision journey and even after their visit.
Adopting a guest oriented approach has made the organization constantly compete internally to raise the bar vis-à-vis the previous years.
· Ensuring to settle for nothing but the best by ‘exceeding guest expectations’ at every turn, Imagica became the pioneer in web booking and holistic information provision by creating a user-friendly website.
· An on-ground guest centric initiative, called Smile Campaign was also introduced to imbibe in employees the culture of welcoming the guests with a smile. Further, guests were entertained while they awaited their turn for rides/attractions. Imagica’ character interactions were initiated at the Imagica Novotel hotel through flash mobs to delight and surprise the guests.
· Birthday experiences were enhanced by giving an Imagica birthday badge to guests celebrating their birthdays at the park to cue all in-park employees to wish them. The most important initiative was sending gift cards out to every guest who helped Imagica achieve the 5 million milestone.
To measure the success of the initiatives undertaken, Imagica constantly collected feedback from its guests through TripAdvisor, in-park surveys and even 3rd party research on their likelihood to recommend.
Imagica successfully scored a minimum Net Promoter Score of 75+ (classified as World Class) across mediums, thus strongly substantiating the successful bond forged between Imagica and its guests.
