1. PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
GROUP 3
Jim LIU Alvin J LIN Lester LEE Tommaso ROMANELLI Tarini KUMAR Rahul MIRCHANDANI Jin Hao LOW

2. KEY CHALLENGES
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Productive use of capital, delivering shareholder value
Setting & delivering product & service expectations
Managing the right people with the right capabilities to guarantee our plans

3. PERFORMANCE AMBITION
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Understand
Create
Communicate
Extract
Deliver
VALUE

4. Customer satisfaction
New product development
Time, focus & motivation
PERFORMANCE AMBITION
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP

5. Customer satisfaction
New product development
Time, focus
& motivation
PERFORMANCE AMBITION
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP

6. Customer Satisfaction
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
PRODUCT & SERVICE ATTRIBUTES
ATTRACTIVE QUALITIES
EXPECTED
QUALITIES
LINEAR
QUALITIES
satisfied
dissatisfied

7. Customer Satisfaction
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Customer Experience Pyramid
SERVICE INNOVATION
SERVICE
IMPROVEMENT
SERVICE
MAINTENANCE
Tools to identify service quality defects
Tools to improve customer experiences by determining which experiences matter
Customer feedback
Complaint data
Focus groups & personal interviews
Switching path, critical incident analyses
Every act within a scene is an opportunity for improvement & differentiation
Derive insights from systematic market studies
Segment-based analysis, not aggregate
ACT I: Initial consideration
SCENE I: Exposure SCENE II: Awareness
ACT II: Active evaluation
SCENE I: Exploration
SCENE II: Decision-making
ACT III: Closure
SCENE I: Conversion / sales
SCENE II: Retention, advocacy

8. Customer Satisfaction
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Big rules for success
CRM is driven from the top
Accountability across all levels
Cohesive, laser focus on CRM
Overcome organisational silos
Rigorous hiring practices
Right people with the right capabilities
Invest heavily in training
Functional & interpersonal skills

9. Customer satisfaction
New product development
Time, focus
& motivation
PERFORMANCE AMBITION
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP

10. New Product Development
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Stage-gate process for innovation
GATE 1
GATE 2
GATE 3
GATE 4
GATE 5
GATE 6
Opportunity (charter)
Preliminary investigation
Concept development
Commercial development
Test
market
First
launch
Product lifecycle
Focus groups in specific geographies
Best in-class design & feature set
Customisation potential
Security
Customer-centricity
Virtuous cycle of distribution:
Better communications (digital luxury)
More attractive
(endorsements, limited- time offerings)
Greater revenues
Better margins

11. Concierge - 24/7 Engaged Worldwide (focus geographies)
Consultant Customisations
Product Management Program
Privileges / Events / Affiliations
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Customer-centricity & participation
New Product Development

12. Customer satisfaction
New product development
Time, focus & motivation
PERFORMANCE AMBITION
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP

13. Not ROI but ROE (Return on Energy)
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
From Entrepreneur to Manager
Shift in thinking required
TACTICAL & OPERATIONAL
STRATEGIC & MANAGERIAL
Time, Focus & Motivation

14. Clarity in communication
Planning versus doing
Organise your work = Getting the right people
Delegate effectively
Focus on important tasks
Lead by example
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Time, Focus & Motivation
Not ROI but ROE (Return on Energy)
Key aspects
for the team

15. Face of the brand
All capital raising activities (both investors & strategic groups)
Business planning, strategy and capital allocation
Recruiting for key people in operations, sales & marketing
Business development manager (CHF130k)
Product development manager (CHF160k) & engineering team
Involvement in negotiation of key accounts
PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
Time, Focus & Motivation
Key roles & responsibilities for Alex

16. PREMIUM, LUXURY & CREATIVE BUSINESS ENTREPRENEURSHIP
GROUP 3
THANK YOU