9th international public markets conference - myron ng
Post on 07-Aug-2015
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The Link Management Limited
Tai Yuen Market
Oi Man Market
Lok Fu Market
Tin Shui Market H.A.N.D.S Market
The Link Management Limited The Only REIT in Hong Kong
• From Public assets to Private assets
The Link Management Limited The Link’s DNA
The Link Tenant Academy
Marketing Campaign
HKPU Executive Diploma Programme
Employee Unit Purchase Plan
The Link Together Initiatives
Environmental-friendly publicity campaign
Service Provider Conference
The Link Management Limited
The Link by the Numbers
The Link Management Limited
The Link by the Numbers
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The Link Management Limited
The Link’s Growth Drivers
To be a World Class Real Estate Investor and Manager Serving and Improving
the Lives of those Around Us
Ass
et E
nhan
cem
ent
Ass
et M
anag
emen
t
Ass
et In
vest
men
t
Cap
ital R
ecyc
ling
Prop
erty
Dev
elop
men
t
Prop
erty
Re-
deve
lopm
ent
The Link Management Limited
ObjecEves, RaEonales, Strategies
Reveal Customer Insights
Learn Best Practices
Differentiate Value Proposition
Surprise + Customer Experience
Sustain the Traditional Fresh Market Industry
The Link Management Limited
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The Journey of The Link’s Market RevitalisaEon 2010
Japan Market Study Tour
Europe Market Study Tour
Asset Enhancement Comple@on of Tai Yuen Market
Asset Enhancement Comple@on of Oi Man Market
Market Tenant and
Customer Survey
conducted
North America Market
Study Tour
Tenants’ Briefing before
Asset Enhancement
Opening of Lok Fu
Temporary Market
Establishment of Cross-‐func@onal
Market Project Team
Asset Enhancement Comple@on of Lok Fu Market
Publishing of Tenant’s Handbook
Training/ Coaching for Market Ambassadors and CS Execu@ves
Europe Market Study Tour
Mystery Shopper Programme
Asset Enhancement Comple@on of Tin Shui Market
Markets Roving
Exhibi@on
Market Ambassador Job Shadowing
HKDI Fresh Market Design
Compe@@on
Customer Insights
Best Prac@ces
Value Proposi@on
Customer Experience
2014
The Link Management Limited
Market Tenant and Customer Survey Key Research Findings on Shoppers’ & Tenants’ opinion on Fresh Markets
The Link Management Limited
Barrier Free Access
Accessibility
+ Hardware
Hassle-free Payment
Customer Service Counter
Upgraded Interior
The Link Management Limited
Upgraded Interior
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Irregular Layout (Tai Yuen Market)
IntroducEon of Low-‐rise Stalls (Lok Fu Market)
Widened Corridor (Oi Man Market)
Enhanced Drainage System (Tin Shui Market)
The Link Management Limited
Hassel-‐free Payment
IntroducEon of E-‐payment System (Tai Yuen Market)
POS system combined the E-‐payment and Membership System (Tin Shui Market)
The Link Management Limited
Barrier Free Access
Ramp
Braille and TacEle Floor Plan
Accessible Toilet
Accessible LiZ
The Link Management Limited
Accessibility
An Open and Welcoming Entrance (Tai Yuen Market)
Shu[le Bus (Lok Fu Market)
Planter Removed (Tin Shui Market)
The Link Management Limited
Customer Service Counter
Customer Service Counter offering 15 customer services (Lok Fu Market and H.A.N.D.S Market)
Customer Service Counter available for Members’ Prize RedempEon (Tin Shui Market)
The Link Management Limited
Promotion Activities
Service with Personal Touch
+ Products
People Connectedness
Market Ambassadors
Greater Variety of Choices
The Link Management Limited
Market Ambassadors
GreeEng Customers (Tai Yuen Market)
Cooking DemonstraEons (Lok Fu Market)
AssisEng Customers (Lok Fu Market)
Sharing Cooking Tips (Lok Fu Market)
Market DJ (Tin Shui Market)
The Link Management Limited
PromoEon AcEviEes
Lucky Wheel PromoEon Campaign (Tai Yuen Market and Oi Man Market)
Mini Games (Tai Yuen Market)
Celebrity Engagement (Lok Fu Market)
Market PromoEon Booklet
Membership Loyalty Programme (Tin Shui Market)
The Link Management Limited
Service with Personal Touch
Washing basin and Public Scale (Tai Yuen Market and Oi Man Market)
Trolley (Lok Fu Market)
Full-‐Eme Toilet A[endant (Lok Fu Market)
15 Customer Services (Lok Fu Market and H.A.N.D.S Market)
CS ExecuEve (Lok Fu Market)
The Link Management Limited
People Connectedness
Exterior knocked down for a more welcoming atmosphere (Tai Yuen Market)
The Link Tenant Academy
Best Service Award (Tin Shui Market)
The Link Management Limited
Great Variety of Choices
Cooking Studio (Tai Yuen Market) Western Restaurant (Lok Fu Market)
Cooked Food Street (Tin Shui Market)
The Link Management Limited
Mystery Shopper Programme
Learning Tours
Frontline Enhancement
+ Mindset
Cross-functional Market Project Team
Tenant Enhancement
Benchmarking
The Link Management Limited
Tenant Enhancement
The Link Tenant Academy
Price Monitoring Commi[ee (Tin Shui Market)
Best Service Award (Tin Shui Market)
Surplus Food CollecEon (Lok Fu Market and H.A.N.D.S Market) The Link Together IniEaEves
The Link Management Limited
Benchmarking
Hong Kong Awards for Industries: Customer Service Grand Award (Lok Fu Market)
China Property Awards (Lok Fu Market)
World Union of Wholesale Markets Market Awards (Tin Shui Market)
BCI Asia FuturArc Green Leadership Award (Tai Yuen Market)
Asian CSR Award (Tai Yuen Market)
Share the Glory with Tenants
The Link Management Limited
Mystery Shopper Programme
Learning Tours
Frontline Enhancement
+ Mindset
Cross-functional Market Project Team
Tenant Enhancement
Benchmarking
The Link Management Limited FruiEon – the Results
Footfall ↑ 16%
Young customers ↑ 76%
Shopping duration 46 mins (↑ 50%)
New traders ↑ 20 stalls
Food price ↓ 25%
ROI ~ 17.2% Source: Nielsen and Apple Daily
Survey conducted after Lok Fu Market Asset Enhancement Project
The Link Management Limited
Sustainable Growth Partnership with Community
Quality Service
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