{"id":53089,"date":"2024-06-27T13:09:06","date_gmt":"2024-06-27T05:09:06","guid":{"rendered":"http:\/\/www.teampcheng.com\/blog\/?p=53089"},"modified":"2024-06-27T13:09:09","modified_gmt":"2024-06-27T05:09:09","slug":"highlands-coffee-named-vietnams-top-fb-brand-in-customer-experience","status":"publish","type":"post","link":"http:\/\/www.teampcheng.com\/blog\/lifestyle\/highlands-coffee-named-vietnams-top-fb-brand-in-customer-experience\/","title":{"rendered":"Highlands Coffee Named Vietnam\u2019s Top F&amp;B Brand in Customer Experience"},"content":{"rendered":"<div class=\"wp-block-image is-style-default\">\n<figure class=\"aligncenter size-large\"><a href=\"http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"674\" data-attachment-id=\"53090\" data-permalink=\"http:\/\/www.teampcheng.com\/blog\/lifestyle\/highlands-coffee-named-vietnams-top-fb-brand-in-customer-experience\/attachment\/jfc-highlands-coffee\/#main\" data-orig-file=\"http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee.jpg\" data-orig-size=\"1280,843\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"JFC-Highlands-Coffee\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee-300x198.jpg\" data-large-file=\"http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee-1024x674.jpg\" src=\"http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee-1024x674.jpg\" alt=\"\" class=\"wp-image-53090\" srcset=\"http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee-1024x674.jpg 1024w, http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee-300x198.jpg 300w, http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee-768x506.jpg 768w, http:\/\/www.teampcheng.com\/blog\/wp-content\/uploads\/2024\/06\/JFC-Highlands-Coffee.jpg 1280w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><figcaption class=\"wp-element-caption\"><strong><em>Leading in Customer Experience. <\/em><\/strong><em>Vietnam\u2019s #1 Coffee Chain, Highlands Coffee, has been named as the top F&amp;B brand in customer experience by KPMG. Highlands Coffee is one of the 18 brands under the Jollibee Group, one of the world\u2019s fastest-growing restaurant companies.<\/em><\/figcaption><\/figure><\/div>\n\n\n<p><strong>VIETNAM. June 25, 2024.<\/strong> Highlands Coffee, Vietnam\u2019s #1 coffee chain and one of the global restaurant company <a href=\"http:\/\/www.jollibeegroup.com\/\">Jollibee Group\u2019s<\/a> brands, has been recognized as the highest-ranked food and beverage brand on customer experience in the 2023 Customer Experience Excellence Study (CEE) by KPMG in Vietnam.<\/p>\n\n\n\n<p>The CEE report, which was commissioned by global consulting firm KPMG, engaged Vietnamese consumers across eight sectors, including Restaurants &amp; Fast Food, Entertainment &amp; Leisure, and Travel &amp; Hotels. Brands were ranked based on KPMG\u2019s Six Pillars of Experience methodology, encompassing Integrity, Empathy, Resolution, Personalization, Expectations, Time, and Effort, offering businesses valuable insights to enhance customer experience strategies.<\/p>\n\n\n\n<p>Ernesto Tanmantiong, President and CEO of the Jollibee Group, shared: \u201cHighlands Coffee\u2019s recognition affirms Jollibee Group\u2019s efforts to build well-loved brands in their respective markets. We thank our Highlands Coffee team for their passionate commitment to great-tasting products and exceptional customer experiences. We are also grateful to our customers for supporting Highlands Coffee as we accelerate its growth in Vietnam.\u201d<\/p>\n\n\n\n<p>\u201cThe voice of our customers is at the heart of everything we do,\u201d shared David Thai, Founder &amp; CEO of Highlands Coffee. \u201cWe can fulfill our promise of delivering \u2018The Best of Vietnam\u2019 by listening to our guests\u2019 needs and by constantly elevating our product offerings, physical footprint, digital presence, and overall guest experience.\u201d<\/p>\n\n\n\n<p><strong>Key Highlights from the KPMG Study<\/strong><\/p>\n\n\n\n<p><strong>Highest Ranked Food and Beverage Brand:<\/strong> Highlands Coffee emerged as the highest-ranked F&amp;B brand in the study, surpassing other formidable players in the food and beverage industry. Based on the survey, Highlands Coffee increased its share in the face-to-face channel, with patrons praising the caf\u00e9\u2019s ambiance and diverse drink options. In terms of satisfaction on digital channels, Highlands Coffee excelled across its website, customer inquiries, and online orders, earning the highest satisfaction from multiple age groups .<\/p>\n\n\n\n<p><strong>Climbing 22 Spots:<\/strong> In a notable leap, Highlands Coffee ascended an impressive 22 spots compared to the 2022 study. From the survey, only Highlands Coffee showed an increase in value-for-money score, as other coffee brands experienced a decrease. This trend suggests that even as customers demand greater value from their beverage experiences, Highlands Coffee\u2019s exceptional-tasting beverages rem<\/p>\n\n\n\n<p><strong>Strong Value and Loyalty Scores: <\/strong>Amid market competition, Highlands Coffee maintained robust value and loyalty scores. Survey respondents consistently recognized the brand\u2019s quality, authenticity, and commitment to their well-being. Highlands Coffee also stood out as the only brand with a significant increase in loyalty scores, attributed to its excellence in upgrading coffee spaces and providing a delightful experience with attentive customer service and high-quality products. These have been identified as resonating with customers, instilling in them a strong sense of brand affinity and loyalty.<\/p>\n\n\n\n<p><strong>Highlands Coffee\u2019s Continued Growth<\/strong><\/p>\n\n\n\n<p>Founded in 1999, Highlands Coffee began with a passion for Vietnam and its rich coffee culture. Today, it not only leads the market but also serves as a community hub across its numerous stores, offering coffee, teas, and food that bring people together.<\/p>\n\n\n\n<p>Highlands Coffee has grown exponentially since the Jollibee Group acquired 50% in 2012, expanding the store network from 56 stores to 723 in Vietnam and 779 globally. With a dominant 35 to 40% market share in Vietnamese coffee, Highlands Coffee stands as the market leader, known for its commitment to quality, sustainability, and community-building. To date, Highlands Coffee&#8217;s strategic growth has solidified its presence especially in key urban areas, resonating strongly with both locals and visitors alike.<\/p>\n\n\n\n<p>Highlands Coffee contributes to the diversification and growth of the Jollibee Group\u2019s international portfolio. As of March 2024, the Jollibee Group&#8217;s expansive store network of 6,885 outlets reflects a 4.6% increase from the same period the previous year. Highlands Coffee forms part of the 18-brand-strong Jollibee Group, with its other iconic brands including Jollibee, The Coffee Bean and Tea Leaf\u00a9, Smashburger, and Tim Ho Wan.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>VIETNAM. June 25, 2024. Highlands Coffee, Vietnam\u2019s #1 coffee chain and one of the global restaurant company Jollibee Group\u2019s brands, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":53090,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[113,2730],"tags":[12851,12852],"class_list":["post-53089","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-food","category-lifestyle","tag-highlands-coffee","tag-top-fb-brand-in-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Highlands Coffee Named Vietnam\u2019s Top F&amp;B Brand in Customer Experience - Team PCheng<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/www.teampcheng.com\/blog\/lifestyle\/highlands-coffee-named-vietnams-top-fb-brand-in-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Highlands Coffee Named Vietnam\u2019s Top F&amp;B Brand in Customer Experience - Team PCheng\" \/>\n<meta property=\"og:description\" content=\"VIETNAM. 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