9th international public markets conference - myron ng

MYRON NG

Markets as Engines of Entrepreneurship

Assistant General Manager Fresh Market Asset Management

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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

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The Link Management Limited

Objectives, Rationales, 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 Revitalisation 2010

Japan Market Study Tour

Europe Market Study Tour

Asset Enhancement Completion of Tai Yuen Market

Asset Enhancement Completion 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-

functional Market Project

Team

Asset Enhancement Completion of Lok Fu Market

Publishing of Tenant’s Handbook

Training/ Coaching for Market Ambassadors and CS Executives

Europe Market Study Tour

Mystery Shopper

Programme

Asset Enhancement Completion of Tin Shui Market

Markets Roving

Exhibition

Market Ambassador Job Shadowing

HKDI Fresh

Market Design

Competition

Customer Insights

Best Practices

Value Proposition

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

+ Hardware

The Link Management Limited

Upgraded Interior

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Irregular Layout (Tai Yuen Market)

Introduction 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

Introduction 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 Tactile Floor Plan

Accessible Toilet

Accessible Lift

The Link Management Limited

Accessibility

An Open and Welcoming Entrance (Tai Yuen Market)

Shuttle 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 Redemption (Tin Shui Market)

The Link Management Limited

+ Products

The Link Management Limited

Market Ambassadors

Greeting Customers (Tai Yuen Market)

Cooking Demonstrations (Lok Fu Market)

Assisting Customers (Lok Fu Market)

Sharing Cooking Tips (Lok Fu Market)

Market DJ (Tin Shui Market)

The Link Management Limited

Promotion Activities

Lucky Wheel Promotion Campaign (Tai Yuen Market and Oi Man Market)

Mini Games (Tai Yuen Market)

Celebrity Engagement (Lok Fu Market)

Market Promotion 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-time Toilet Attendant (Lok Fu Market)

15 Customer Services (Lok Fu Market and H.A.N.D.S Market)

CS Executive (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

+ Mindset

Benchmarking

The Link Management Limited

Tenant Enhancement

The Link Tenant Academy

Price Monitoring Committee (Tin Shui Market)

Best Service Award (Tin Shui Market)

Surplus Food Collection (Lok Fu Market and H.A.N.D.S Market) The Link Together Initiatives

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

Fruition – 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