Jerry Gelsomino
Insights: Is China ready for a better customer experience?
I stood at the counter of one of Hong Kong's premier supermarkets and watched as the cheerful clerk carefully wrapped my purchases, separating my chilled meats from fresh vegetables in clear plastic wrap and securely taping each bag closed. I know I'm paying relatively more by shopping at this store, I reflected, but the customer experience makes it all worth it. I have found customer-focused service to be rare in Hong Kong and mainland China, so I wondered if the extra steps taken at this store were appreciated by others as well, especially the Asian shoppers.
Inside China: The future of retail
From FutureBest's The Future of Retail in China:
Living on the doorstep of China, one can't help but be drawn to look to the North.
I have scoured magazines, read books, attended conferences and watched streaming video to learn what the best retail minds think about shoppers' behaviour in China. Talking to retailers, suppliers, sales staff, shoppers and those who prefer internet shopping over going into a store, I am learning what these individuals think about retail.
