9th international public markets conference - myron ng

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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 by the Numbers


The Link by the Numbers

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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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ObjecEves, RaEonales, Strategies

Reveal Customer Insights

Learn Best Practices

Differentiate Value Proposition

Surprise + Customer Experience

Sustain the Traditional Fresh Market Industry


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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


Market Tenant and Customer Survey Key Research Findings on Shoppers’ & Tenants’ opinion on Fresh Markets


Barrier Free Access

Accessibility

+ Hardware

Hassle-free Payment

Customer Service Counter

Upgraded Interior


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)


Hassel-‐free Payment

IntroducEon of E-‐payment System (Tai Yuen Market)

POS system combined the E-‐payment and Membership System (Tin Shui Market)


Barrier Free Access

Ramp

Braille and TacEle Floor Plan

Accessible Toilet

Accessible LiZ


Accessibility

An Open and Welcoming Entrance (Tai Yuen Market)

Shu[le Bus (Lok Fu Market)

Planter Removed (Tin Shui Market)


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)


Promotion Activities

Service with Personal Touch

+ Products

People Connectedness

Market Ambassadors

Greater Variety of Choices


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)


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)


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)


People Connectedness

Exterior knocked down for a more welcoming atmosphere (Tai Yuen Market)


Best Service Award (Tin Shui Market)


Great Variety of Choices

Cooking Studio (Tai Yuen Market) Western Restaurant (Lok Fu Market)

Cooked Food Street (Tin Shui Market)



Learning Tours

Frontline Enhancement

+ Mindset

Cross-functional Market Project Team

Tenant Enhancement

Benchmarking


Tenant Enhancement


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


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



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


Sustainable Growth Partnership with Community

Quality Service

9th international public markets conference - myron ng

Government & Nonprofit

onof tinshui market

customer survey

onof oimanmarket markettenant

best practices

customerinsights bestprac

ces valueproposi