Session -- Markets as Engines of Entrepreneurship Myron Ng is Assistant General Manager at Fresh Market Asset Management in Hong Kong.

1. 1
The
Link
Management
Limited
Tai Yuen Market
Oi Man Market
Lok Fu Market
Tin Shui Market H.A.N.D.S Market

2. The
Link
Management
Limited
The
Only
REIT
in
Hong
Kong
• From
Public
assets
to
Private
assets

3. 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

4. The
Link
Management
Limited
The
Link
by
the
Numbers

5. The
Link
Management
Limited
The
Link
by
the
Numbers
5

6. 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
AssetEnhancement
AssetManagement
AssetInvestment
CapitalRecycling
PropertyDevelopment
PropertyRe-development

7. The
Link
Management
Limited
ObjecEves,
RaEonales,
Strategies
Reveal
Customer Insights
Learn
Best Practices
Differentiate
Value Proposition
Surprise
+ Customer Experience
Sustain
the Traditional Fresh Market Industry

8. The
Link
Management
Limited
11111
11111
11111
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

9. The
Link
Management
Limited
Market
Tenant
and
Customer
Survey
Key
Research
Findings
on
Shoppers’
&
Tenants’
opinion
on
Fresh
Markets

10. The
Link
Management
Limited
Barrier Free Access
Accessibility
+ Hardware
Hassle-free Payment
Customer Service Counter
Upgraded Interior

11. The
Link
Management
Limited
Upgraded
Interior
11
Irregular
Layout
(Tai
Yuen
Market)
IntroducEon
of
Low-­‐rise
Stalls
(Lok
Fu
Market)
Widened
Corridor
(Oi
Man
Market)
Enhanced
Drainage
System
(Tin
Shui
Market)

12. The
Link
Management
Limited
Hassel-­‐free
Payment
IntroducEon
of
E-­‐payment
System
(Tai
Yuen
Market)
POS
system
combined
the
E-­‐payment
and
Membership
System
(Tin
Shui
Market)

13. The
Link
Management
Limited
Barrier
Free
Access
Ramp
Braille
and
TacEle
Floor
Plan
Accessible
Toilet
Accessible
LiZ

14. The
Link
Management
Limited
Accessibility
An
Open
and
Welcoming
Entrance
(Tai
Yuen
Market)
Shu[le
Bus
(Lok
Fu
Market)
Planter
Removed
(Tin
Shui
Market)

15. 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
RedempEon
(Tin
Shui
Market)

16. The
Link
Management
Limited
Promotion Activities
Service with
Personal Touch
+ Products
People Connectedness
Market Ambassadors
Greater Variety of Choices

17. The
Link
Management
Limited
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)

18. The
Link
Management
Limited
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)

19. 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-­‐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)

20. 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)

21. The
Link
Management
Limited
Great
Variety
of
Choices
Cooking
Studio
(Tai
Yuen
Market) Western
Restaurant
(Lok
Fu
Market)
Cooked
Food
Street
(Tin
Shui
Market)

22. The
Link
Management
Limited
Mystery Shopper
Programme
Learning Tours
Frontline Enhancement
+ Mindset
Cross-functional
Market Project Team
Tenant Enhancement
Benchmarking

23. The
Link
Management
Limited
Tenant
Enhancement
The
Link
Tenant
Academy
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

24. 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

25. The
Link
Management
Limited
Mystery Shopper
Programme
Learning Tours
Frontline Enhancement
+ Mindset
Cross-functional
Market Project Team
Tenant Enhancement
Benchmarking

26. 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

27. The
Link
Management
Limited
Sustainable Growth
Partnership with Community
Quality Service