Press Release

Hang Lung Emerald Award Demonstrates
Customer-Centric Corporate Culture for a Unique Brand Experience

(Hong Kong, August 7, 2018) Hang Lung Properties today hosted the Hang Lung Emerald Award 2018 award presentation ceremony, recognizing eight frontline staff members who each demonstrated exceptional levels of customer service, exemplifying the very best of Hang Lung service excellence and its customer-centric corporate culture. 

Mr. Weber Lo, Chief Executive Officer of Hang Lung Properties said, “Being customer-centric is at the very heart of Hang Lung’s operations strategy going forward. We pay attention to all opportunities to interact with our customers and to understand their needs. This year, the Hang Lung Emerald Award received around 350 nominations, the highest number since its inception, from Hang Lung’s properties across Hong Kong and mainland China. The winning cases reflect the unparalleled levels of service we provide to our shoppers and tenants with increasing dedication and attention to detail. This could not be achieved without the commitment of Hang Lung’s team, striving all the while to ‘Go the Extra Mile’ in every situation.”

Now in its fourth year, the judging panel for the Emerald Award 2018 comprised senior management members, who selected the winners based on their performance in the nominated cases of service including the initiative demonstrated, the sense of accountability, problem-solving skills, creativity, and uniqueness. Six winning cases were chosen from around 350 nominations in Hong Kong and mainland China.

Hailing from Standard Chartered Bank Building and Kornhill Recreation Club in Hong Kong, Plaza 66 and Grand Gateway 66 in Shanghai, and Palace 66 and Forum 66 in Shenyang, the eight winning staff work in different roles, including Club Assistant, Cashier, Guest Experience Ambassador, Security Service Attendant, and Hygiene Attendant. They all demonstrated the Hang Lung spirit of “Going the Extra Mile". Please refer to the appendix for details of each winning case.

In addition to receiving a certificate and the platinum Emerald Pin set with an emerald, each winner will also take part in an exchange tour of service excellence, during which they will have the opportunity to find out more about the customer service standards in other industry sectors and enrich their professional knowledge.

In pursuing a customer-centric corporate culture and enhancing the customer experience, Hang Lung has launched various initiatives to strengthen both its hardware and software. These include the upgrading of the car parking system at a number of Mainland projects; improvements to the mobile payment application at Mainland projects; the rolling out of new Customer Engagement Surveys at our properties in Hong Kong and on the Mainland; and the publishing of 60 service standards coupled with related enhancement training covering various customer service areas. Hang Lung is also preparing to launch a Customer Relationship Management (CRM) Program as a means to provide unique and personalized service and shopping privileges for its loyal customers.
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    Mr. Weber Lo (center, back row), Chief Executive Officer; Mr. H.C. Ho (3rd from right, back row), Chief Financial Officer; Mr. Adriel Chan (3rd from left, back row), Executive Director, Mr. Norman Chan (2nd from left, back row), Executive Director, together with other senior executives of Hang Lung Properties pose with winners of the Emerald Award 2018.
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    Winners of the Emerald Award 2018 (from left): Mr. Zhang Wei from Forum 66 in Shenyang; Mr. Li Yong and Ms. Lv Ruiyu from Palace 66 in Shenyang; Mr. Zhu Li from Grand Gateway 66 in Shanghai; Ms. Yanson Lui from Kornhill Recreation Club in Hong Kong; Ms. Winnie Wong from Standard Chartered Bank Building in Hong Kong; Mr. Zhu Jianxin and Ms. Ying Min from Plaza 66 in Shanghai attend the award presentation ceremony and share their insights into customer service with other guests.

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