CRE & CSQS Roundtable - Future CRE Consumers, Businesses, O2O Retailers, Travelers
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CRE & CSQS Roundtable Future CRE Consumers, Businesses, O2O Retailers, Travelers Lifestyle Hong Kong March 18, 2016 Co-organizer: Hong Kong Airlines Limited
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Transcript of CRE & CSQS Roundtable - Future CRE Consumers, Businesses, O2O Retailers, Travelers
CRE & CSQS RoundtableFuture CRE Consumers, Businesses, O2O Retailers, Travelers Lifestyle
Hong Kong March 18, 2016Co-organizer: Hong Kong Airlines Limited
How to achieve customer relationship excellence.
Internal customer service centre.Build up operation service centreProactive service centre Strategic business centre
CSQR standard framework
Hong Kong Aviation Ground Services Limited
ZMOT = Truth refers to all the research consumers do online before making a purchase.
stimulussearchread reviewswatch videosask your networkshelf experience
How to appreciate your customers?
Experience are memorableGoods are tangibleServices are intangibleCommodities are fungible
Experiences are inherently personal, exiting only in the mind of an individual. Thus no two people can have the same experience, because each experience derives from the interaction between the staged event and the individual’s state of mind.
Lenovo customer rating system – improve the service performance
Alexander ChanSenior director of Hong Kong U space
Business Thinking for Value-based Management
https://www.youtube.com/watch?v=V0FowbxEe3w
Name: Alan [email protected]://hk.linkedin.com/in/alansiu
