Characteristics of Companies That Survive Intense Competition

Companies that are able to survive and excel in an era of intense competition are those that place employee well-being as an important agenda. Ultimately, this will influence the quality of customer value of a brand.

“Employee well-being has a very strong correlation with business performance. So when employee productivity increases, customer loyalty increases, and importantly, business profitability also increases,” explained Kemal E. Gani, Chairman of Swa Media Group, in an official statement on Friday (13 March).

Kemal also explained that in building customer loyalty, companies must also develop three customer values and maintain their balance. These three customer values are functional value, economic value and emotional value.

Head of Customer Satisfaction Division at PT Sharp Electronics Indonesia, Lise Tiasanty, shared her company’s experience in creating and delivering customer value during their 56 years of presence in Indonesia. “Technology changes rapidly and that also changes customer needs, whether in terms of products, behaviour or shopping methods, and the values they pursue, so we must also be quick to accommodate all of that,” Lise explained.

By accommodating the value expected by customers, the brand of the Japanese company has proven to remain a choice. Yet, she added, there are many other options available that are cheaper. However, customers know they will get added value that is not available in other brands.

This was conveyed at the awarding ceremony for Indonesia Brand Excellence in Customer Value 2026 and Indonesia Best Employee Well-Being 2025. Indonesia Best Employee Well-Being 2025 was awarded to, among others, Axa Mandiri Financial Services, Yayasan Rumah Zakat Indonesia, Tangkas Cipta Optimal (Taco Group), Chubb Life Insurance Indonesia, Nutrifood Indonesia, Elnusa, Centrepark Citra Corpora, Finnet Indonesia, Elnusa Petrofin, and Mandiri Utama Finance.

Recipients of Indonesia Brand Excellence in Customer Value 2026 include Bank Mandiri, Livin’ by Mandiri, Mandiri e-Money, Mandiri Credit Card, Mandiri Call, Zurich Autocillin, Aspira, Sharp, Solaria, Mustika Ratu, HM Sampoerna (Sampoerna A, Sampoerna Hijau, Dji Sam Soe, and Sampoerna A Mild), Good Day, Kopi ABC, Kapal Api, Zurich Travel Insurance, Axa Insurance Indonesia, and Bank Syariah Indonesia.

MAS Arya also supported by implementing flexi-hours and flexi-location work policies.

The company’s strategy in improving employee well-being focuses on three main aspects.