• Tue
  • Dec 23, 2014
  • Updated: 9:01am

Customer Experience

Corporates lacking in customer care

American Express recently put up the annual fee for certain cards. Photo: Reuters

I may be getting grumpier in my old age, but I do ask myself whether the level of customer care, call centre service and general willingness to please the paying patrons of some of Hong Kong's larger firms is getting so bad that they really think loyalty comes from a slick branding message and nothing else.

Sunday, 12 May, 2013, 4:00am 2 comments

Bank staff sharpen customer skills

There are many theories about what defines a distinguished salesperson, but at HSBC, a key emphasis is on customer needs - and the customer experience.

29 Jun 2012 - 12:00am

Raising customer experience key to success

As if by rote, companies these days tend to list their core values. Those that feature prominently are a passion to perform and focus on customer needs.

4 Sep 2010 - 12:00am

Secrets behind the 'retail revolution'

Well before deciding to write about Starbucks, Joseph Michelli knew there was something different about the company. He was familiar with the business basics: its phenomenal expansion, brand recognition, focus on quality, and its post-listing surge in the stock price.

14 Aug 2010 - 12:00am

Colour of success is green at beauty firm

Employees at beauty service group Neo Derm (HK) are obsessed with two colours - red and green. These are the colours that tell the company how its staff are doing.

Neo Derm's strategy is derived from Six Sigma, a management tool which removes 'defects' from business processes. A defect is anything that may lead to customer dissatisfaction.

6 Sep 2008 - 12:00am

Holistic experience sustains popularity

Local companies are steadily realising that customers are demanding a complete retail experience that encompasses much more than just the quality of the product.

This is among the trends being analysed by the ACBM Think Tank as such developments become a vital source of business success.

11 Dec 2007 - 12:00am

Courier needs an executive who can deliver the goods

Candidate must be fluent in Japanese and English because the focus is on Japan firms overseas

If you want a career where you can get ahead, look no further. FedEx Express needs a Japan route development executive to help implement and execute sales directives and update strategy execution.

17 Nov 2007 - 12:00am