Yohanes Jeffry Johary, over 15 years of experience in Senior Executive level as Growth-and-Value-Creation Architect from Strategy to Execution, helping organization performing business and process improvement across all over the industries in various global companies. He is mainly focusing on Customer Experiences, Innovations, Digitalization, and ESG Initiatives.
In conversation with Prisila, Correspondent, Asia Business Outlook Magazine. Jeffry expresses his thoughts on how organizations are preparing for the future by transforming Industries with ESG and Customer-Centric Innovations.
Sustainable business practices contribute to long-term value creation, so we must shift our mindset from short-term profit maximization and consider the environmental and social impact of every business decision
In the dynamic realm of facilities management, companies are increasingly recognizing the imperative of integrating Environmental, Social, and Governance (ESG) principles into their operations. This shift is not merely a response to market demands but a genuine commitment to sustainable business practices. Amidst this landscape, OCS Group Indonesia emerges as a pioneering force, exemplifying a harmonious fusion of standalone and integrated services that span the spectrum of facility management. From cleaning (general, industrial, and specialized) to security, office support, technical services, and energy management, OCS Group Indonesia Indonesia's comprehensive offerings reflect a commitment not only to operational excellence but also to environmental and social responsibility. What sets OCS Group Indonesia apart is not just its operational prowess, but its unwavering dedication to supporting local communities, aligning seamlessly with the ESG principles that are becoming increasingly integral to corporate strategies.
How can most of the organization ensure it's prepared for the challenges of post COVID-19 market and the transition from industry 4.0 to industry 5.0, focusing on providing exceptional products and services to customers?
I firmly believe that a holistic and people-focused strategy is essential. First and foremost, we need to closely observe and understand the shifts in consumer behavior and market demands brought about by the pandemic. Accelerating our digital transformation is also critical. We should harness automation, AI, machine learning, chatbots, and data analytics to serve the changing needs of our customers effectively. Natural Language Processing (NLP) can simplify business processes and enhance operational efficiency. Skill enhancement and upskilling are vital, as managing talent in the new era requires expertise in data-driven decision-making. Additionally, sustainability initiatives and resilient supply chains, with an emphasis on diversification and strong supplier relationships, will enhance our adaptability and reputation.
What are the key components of a successful strategy aimed at retaining customers and fostering long term relationships in an environment market by innovation digitalization and ESG factors?
A successful strategy in today's environment marked by innovation, digitalization, and ESG factors begins with a customer-centric focus, where understanding and meeting their needs is essential, and their feedback and insights are integrated into the strategy. I also believe that fostering a culture of innovation and continuous improvement empowers enhan- cements to products, processes, and services. Ethical and social responsibility, including environmental sustainability and ethical practices, play a vital role in contributing to societal well-being. Also, effective cost management, stakeholder engagement, and a feedback loop for regular strategy review and adaptation complete the essential components for retaining customers and fostering long-term relationships while creating enduring value.
How might digitalization play a role in building and maintaining customer loyalty and satisfaction, especially considering the need for sustainable business practices?
By embracing digitalization, we shift our focus towards collaboration and providing optimal solutions across organizational silos, all aimed at delivering exceptional products and services to our customers. For me, offering affordable prices while ensuring compliance, quality, and productivity is a fundamental part of this transformation, ultimately leading to an exceptional customer experience.
Current technologies, such as NLP help us extract and analyze data from various sources, providing sentiment analysis and valuable insights. Chatbots, powered by NLP, enhance customer support by processing inquiries and transactions efficiently, improving the overall customer experience. Furthermore, digitalization enables sustainable business practices, from energy-efficient systems to data analytics for waste reduction.
"In this fast-evolving landscape, digital tools and platforms empower us to iterate and update our products and services in real-time, driven by invaluable customer data and feedback"
In a rapidly transforming market, what actions can organizations take to ensure they are consistently providing products and services that resonate with their customers and society?
In this fast-evolving landscape, digital tools and platforms empower us to iterate and update our products and services in real-time, driven by invaluable customer data and feedback. Personalization, fueled by data analytics and artificial inte- lligence, allows us to tailor offerings to individual preferences and behavior. This user-centric approach, coupled with ease of use and user experience design improvements, keeps our products and services engaging and customer-friendly.
We must minimize our environmental footprint through innovation in design and processes, responsible sourcing, ethical supply chain practices, and community engagement. These initiatives not only align with consumer values but also reduce costs, build brand loyalty, and contribute to a more sustainable future.
How can organizations effectively integrate ESG principles into their business practices, not only for market sustainability but also in a way that genuinely aligns with these principles?
The biggest mistake many companies make regarding ESG is assuming others are handling it. Now, we need a different mindset, recognizing sustainability as more than a moral concern but a critical aspect of business decisions. As an organization, we must adapt by integrating sustainability into our strategy, risk assessment, reporting, and investment decisions, aligning with evolving investor and societal expectations. Personally, I advocate this shift to colleagues, in other companies, and beyond, emphasizing the shift from short-term profit focus to long-term sustainable value generation.
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