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

1. MYRON NG
Markets as Engines of
Entrepreneurship
Assistant General Manager
Fresh Market Asset Management

2. 1
The Link Management Limited
Tai Yuen Market
Oi Man Market
Lok Fu Market
Tin Shui Market H.A.N.D.S Market

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

4. 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

5. The Link Management Limited
The Link by the Numbers

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

7. 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

8. 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

9. The Link Management Limited
11111
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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

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

11. The Link Management Limited
+ Hardware

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

13. 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)

14. The Link Management Limited
Barrier Free Access
Ramp
Braille and
Tactile Floor Plan
Accessible Toilet
Accessible Lift

15. The Link Management Limited
Accessibility
An Open and Welcoming Entrance
(Tai Yuen Market)
Shuttle Bus (Lok Fu Market)
Planter Removed (Tin Shui Market)

16. 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)

17. The Link Management Limited
+ Products

18. 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)

19. 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)

20. 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)

21. 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)

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

23. The Link Management Limited
+ Mindset
Benchmarking

24. 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

25. 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

26. 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

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