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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CRE & CSQS Roundtable - Future CRE Consumers, Businesses, O2O Retailers, Travelers
- 1. CRE & CSQS Roundtable Future CRE Consumers, Businesses, O2O Retailers, Travelers Lifestyle Hong Kong March 18, 2016 Co-organizer: Hong Kong Airlines Limited
- 2. How to achieve customer relationship excellence.
- 3. Internal customer service centre. Build up operation service centre Proactive service centre Strategic business centre
- 5. Hong Kong Aviation Ground Services Limited
- 8. ZMOT = Truth refers to all the research consumers do online before making a purchase.
- 10. stimulus search read reviews watch videos ask your network shelf experience
- 16. How to appreciate your customers?
- 17. Experience are memorable Goods are tangible Services are intangible Commodities 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.
- 35. Lenovo customer rating system – improve the service performance
- 39. Alexander Chan Senior director of Hong Kong U space
- 41. Business Thinking for Value-based Management