Outlook for E-Commerce Transformation in HK 2018
Hong Kong Internet & Ecommerce Association
March 08, 2018
It was our pleasure to hold a Research Presentation Session for “Outlook for E-Commerce Transformation in HK 2018” on 8 March at the conference hall of the Federation of Hong Kong Industries.
The opening speeches were conducted by Mr. Ricky Chu, the Chairman of the Hong Kong Retail Technology Industry Association, and Mr. Luke Chu, the Chairman of the Hong Kong Internet & Ecommerce Association. There were around 80 business executives and two local media participated the events.
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Tags: Business Strategy, Change Management, Design Thinking
Customer Experience Transformation in the Aviation Industry: Business Strategy Realization through Design Thinking, Innovation Management, and HPT
Wiley
September 14, 2018
Hong Kong Airlines (HKA) is only 10 years old and has recently begun transforming from a regional carrier to a global carrier. To achieve this transformation, HKA set clear goals and strategies for service enhancement and innovation. An innovation funnel produced design‐thinking sessions that resulted in a custom program called “Sweeten You Up.” This program has helped identify Hong Kong Airlines as the airline that will “go beyond.”
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Tags: Change Management, Customer Experience, Design Thinking
WOW the Hospitality Customers: Transforming Innovation into Performance Through Design Thinking and Human Performance Technology
Wiley
February 12, 2018
The Hospitality Group (THG) was established in 1957. They had a new vision to spur growth and innovation through transforming the value proposition of the Mira Hong Kong from a traditional five‐star hotel to a design hotel. They did this by offering hip interiors, innovative cuisine, crisp amenities, and a uniquely passionate service culture for the modern traveler who is young at heart. At the same time, THG is transforming its customer experience journey to support the new vision for a distinctive standard where style is the key focus. As a result of the transformation, Mira Hong Kong received awards for Michelin Guide Recommended Hotel and Best Designed Boutique Hotels of China and became a member of the Design Hotels network (a selection of 280 independent hotels around the world) in Hong Kong.
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Tags: Change Management, Customer Experience, Design Thinking
4 Magical Ways for Cultivating Innovation in Your Workplace
Linkedin
March 30, 2016
In the competitive marketplace, customers have many choices, and successful businesses must stand out from the rest. Thus, providing innovative products, services, or approaches for fulfilling customers’ needs and wants is not only for the tech industry—it is central to the success of every business, and it must be an integral part of a business strategy.
For all the talk about innovation, I see many leaders of organizations in every sector who actively stifle it. I have compiled Four Magicial Steps for cultivating innovation in your workplace:
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Tags: Change Management, Design Thinking, Leadership
Transforming the Voice of the Customer into Innovation
Linkedin
September 11, 2015
Do your R&D teams analyze the voice of the customer (VOC) carefully during your product, service or business innovation process? In reality, when your R&D teams ask your customers what they really want, they describe features, arrangements, or offers.Unfortunately, the majority of the customers know only what they’ve experienced in the market or from your competitors and may not imagine what they don’t know. So they often suggest things that other firms already offer, which leads to “me-too” products.
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Tags: Business Strategy, Customer Experience, Design Thinking
Innovative “CARE” Strategy for Creating Die-Hard Customers
Linkedin
July 15, 2015
Getting new customers to enter your store is certainly important, but keeping your customers coming back again and continuing to buy is the key to any great business.Apart from revenue, there is a tremendous advantage that comes from creating Die-Hard Customers or Fans. Many Die-Hard Fans become brand ambassadors, recommending your business to their friends, family, and social media connections and spreading the word about their great experiences working with your company. Cultivating these Fans is critically important for any long-term and stable business.
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Tags: Business Strategy, Customer Experience, Design Thinking
5 Practices for Building an Innovative Culture
Linkedin
July 02, 2015
“The day I took on my new role, I said that our industry does not respect tradition—it only respects innovation. I also said that in order to accelerate our innovation, we must rediscover our soul—our unique core.” —Microsoft CEO Satya Nadella.
In the competitive marketplace, customers have many choices, and successful businesses must stand out from the rest. Thus, providing innovative products, services, or approaches for fulfilling customers’ needs and wants is not only for the tech industry—it is central to the success of every business, and it must be an integral part of a business strategy.
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Tags: Business Strategy, Change Management, Design Thinking
Demand chain management : how to turn leadership into business growth
DCM Press
September 03, 2003
Demand-chain management (DCM) is the management of relationships between suppliers and customers to deliver the best value to the customer at the least cost to the demand chain as a whole. Demand-chain management is similar to supply-chain management but with special regard to the customers.
Demand-chain-management software tools bridge the gap between the customer-relationship management and the supply-chain management.The organization's supply chain processes are managed to deliver best value according to the demand of the customers. DCM creates strategic assets for the firm in terms of the overall value creation as it enables the firm to implement and integrate marketing and supply chain management (SCM) strategies that improve its overall performance. A study of the university in Wageningen (the Netherlands) sees DCM as an extension of supply chain management, due to its incorporation of the market-orientation perspective on its concept.
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Tags: Business Strategy, Change Management, Design Thinking
Creating a caring experience for passengers with special needs in the public transportation of Design Thinking Business CaseBook 2022
Vocational Training Council (Business Discipline), Hong Kong SAR Government
December 02, 2022
Background
One of the major public transportation companies in the Greater Bay Area of China wants to be
recognized as a provider of safe, effective, caring services.
Challenges
Passenger volume has dropped dramatically since the COVID-19 pandemic, with many people having
to work from home. To enhance business, the company decided to create a differentiated passenger
experience.
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Tags: Change Management, Customer Experience, Design Thinking
Creating a memorable experience for Kwun Tong Yue Man Hawker Bazaar of Design Thinking Business CaseBook 2022
Vocational Training Council (Business Discipline), Hong Kong SAR Government
December 02, 2022
Background
The Urban Renewal Authority (URA) Kwun Tong Town Centre Redevelopment Project saw over a hundred hawkers relocated to Yue Man Hawker Bazaar (YMHB) of Yue Man Square in 2021.
Challenges
The number of shoppers was low, and business dropped dramatically after relocation.
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Tags: Change Management, Customer Experience, Design Thinking
Creating a memorable experience to retain valued banking customers of Vocational Training Council (Business Discipline), Hong Kong SAR Government
Vocational Training Council (Business Discipline), Hong Kong SAR Government
December 02, 2020
The majority of traditional bankers believe that offering high interest rates is one of the most effective strategies for acquiring customers from their competitors. However, new customers with a “reward-seeking” mindset lack loyalty or long-term commitment to the bank. Up to 95% of reward-seekers withdraw their savings once the term deposit reaches maturity.
The bank’s regional CEO argued that an increasing number of reward-seekers would create irreversible problems for the bank. The customer acquisition approach that attracts reward-seekers is costly, involving low customer engagement and creating high uctuations in the bank’s total deposit amount.
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Tags: Change Management, Customer Experience, Design Thinking
Creating the Flying Beyond passenger experience of Design Thinking Business CaseBook 2019
Vocational Training Council (Business Discipline), Hong Kong SAR Government
December 02, 2019
Hong Kong Airlines (HKA) developed a breakthrough innovation strategy based on the theme of “Flying
Beyond”, where going “beyond” means constantly exceeding customer expectations and pushing
boundaries. It represented the desire of HKA to make every journey more enjoyable and help passengers achieve their aspirations.
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Tags: Change Management, Customer Experience, Design Thinking
Creating Unlimited Business Opportunities for an Insurance Sales Force of Design Thinking Business CaseBook 2019
Vocational Training Council (Business Discipline), Hong Kong SAR Government
December 02, 2019
The insurance company is a leader in the international financial services industry. It provides a diverse range of insurance, wealth, asset management, and mandatory provident fund solutions for individuals and corporate customers. Lately, the company extended its spectrum of digital transformation from operations to sales.
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Tags: Change Management, Customer Experience, Design Thinking
Creating Unlimited Business Opportunities for an Insurance Sales Force
IGI Global
July 15, 2019
As a company grows and new business opportunities are presented, there is an expectation that employee performance will grow and improve as the organization does. One method to improve performance is through systematic, data-driven technology that analyzes all affecting aspects of an organization. A better understanding of how this quality-improving technology can be integrated within a variety of different industries is needed in order to develop strategies and interventions that address an organizational need.
Cases on Learning Design and Human Performance Technology provides a collection of cases that demonstrate how principles of learning design and human performance technology have been employed within organizations in a variety of industries to address business problems, quality improvement initiatives, and business opportunities. While highlighting topics including intervention design, workflow procedures, and employee development, this book is ideally designed for managers, executives, human resources, IT specialists, academicians, business professionals, industry practitioners, researchers, and students.
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Tags: Business Strategy, Change Management, Design Thinking
Innovation & Creativity: Market Trends & Business Opportunities cum Introduction to the Selection Criteria of The 2016 Hong Kong Awards for Industries: Innovation and Creativity
The Hong Kong General Chamber of Commerce
May 13, 2016
As the lead organizer of the Innovation and Creativity category for the 2016 Hong Kong Awards for Industries, the Chamber hosted a seminar "Innovation & Creativity: Market Trends & Business Opportunities" on 13 May to promote the awards scheme. The three speakers David Chung, Grace Wong and Davy Ma spoke at the seminar stressing the importance of encouraging innovation and creativity within companies. The seminar was attended by 70 participates.
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Tags: Business Strategy, Change Management, Design Thinking
System & Method to forecast sales opportunities, customer values and market potentials
Intellectual Property Department of HKSAR Government
September 28, 2007
This is a set of methods and system to forecast sales opportunities allowing sales teams or management of different levels to acquire high precision on sales forecast. Current means of forecasting over-emphasize sales data that are product based without taking into account customer-related information, leading to the outcome that often results in a substantial discrepancy between sales performances and forecast results. This current invention features in performing sales forecasts with an emphasis on using past data of sales opportunities of a given customer, grouping them into different classes in order to identify any patterns that may possibly arise. As a result, sales forecasts can be made for a particular customer, a particular sales domain and even the entire enterprise for the future under substantially the same circumstances.
Patent Number HK1100626
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Tags: Business Strategy, Customer Experience, Design Thinking
鍾大為 以推動香港創新為使命
