Case Study

Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

Build Emotional Engagement With Authentic Human Interactions

May 7th, 2018
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Frederic Giron , Ryan Hart , Michael Barnes , Han Bao , Rachel Birrell

Summary

HaiDiLao has steadily grown its business from being a little-known restaurant brand in China to becoming the dominant chain of hot-pot restaurants across Asia. Happy and loyal employees make for happy and loyal customers. HaiDiLao has created a system of shared values and behaviors that focus everyone in the organization on delivering memorable and trust-building customer experiences. This report details some of the customer experience (CX) best practices that HaiDiLao operationalized into its business to create a delightful and memorable dining experience in a fiercely competitive market.

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