Going the Extra Mile
From lounges to exceptional customer service, Hang Lung Properties invests in initiatives that enhance the shopping experience at its malls
HAcross Mainland China, Hang Lung Properties has been investing in upgrading the car parking systems at its properties, with plate number identification, location tracking and payment systems through Wechat.
The company has also implemented a Customer Relationship Management Programme to provide loyal customers with personalised experiences and privileges.
Initiatives that motivate customer service staff to go the extra mile, coupled with enhanced hardware and a well-curated selection of shops, offer a seamless and enjoyable shopping experience that is the hallmark of the shopping malls managed by Hang Lung Properties. out of their way for customers. The company presented the award to eight employees at a ceremony in August 2018.
Among them, Winnie Wong, a concierge at the Standard Chartered Bank Building in Hong Kong, helped a visitor injured in a fall outside the building, treating her wound with antiseptic, providing a new pair of stockings to replace the torn pair, and passing on her contact details in case the customer required further help. In Shanghai, Plaza 66 guest experience ambassador Ying Min and senior hygiene attendant Zhu Jianxin spent hours helping a customer search for a new pair of shoes that were thrown away by mistake.
The company has also been implementing upgrades to the physical fabric and technological capabilities of its malls. In Hong Kong, the renovation of The Peak Galleria continues to ang Lung Properties likes to take customer service to another level. The company, which builds, owns and manages a range of shopping malls and commercial buildings in Hong Kong and Mainland China, including the likes of The Peak Galleria and Fashion Walk, is constantly investing in initiatives that will make shopping a better experience for its customers.
People are the most important part of any customer experience, and Hang Lung Properties has been paying particular attention to the quality of the service provided by its employees.
As part of its mission to encourage its staff to always strive to go above and beyond, since 2014 the company has organised the Emerald Award, which recognises and rewards frontline staff who have gone prepare the mall for its new look; when it’s relaunched, in phases from 2019, it will feature an enhanced shopping and leisure environment.
The Grand Gateway 66 mall in Shanghai is getting a similar makeover, which is due for completion next year, that will see it introduce young, fresh brands as well as pop-up stores and a series of more innovative promotional programmes. Also in Shanghai, The Lounge at Plaza 66 is an exclusive gathering place for VIP customers with a flexible suite of spaces, from the sociable Living Room to private dressing rooms and a screening room for private events, in an elegant environment created by world-renowned designer Ilse Crawford.