Case Study

Case Study: HaiDiLao Cooks The Competition With Memorable Customer Service

Build Emotional Engagement With Authentic Human Interactions

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


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.