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2025年8月22日星期五

Leader 2030 - Innovation Strategy – How to Increase Customer Satisfaction and Reduce Costs Simultaneously

The Executive Study Group (ESG) webinar named “Leader 2030 – Innovation Strategy Part 2 – How to Increase Customer Satisfaction and Reduce Costs Simultaneously” was held by Asia Pacific Institute for Strategy Limited (APIFS) on 22nd Aug 2025. It covered relationship between customer experience and loyalty, customer services as a hygiene factor, make it easy by removing obstacles and “Effortless” customer experience. 


Firstly, Dr. Mark Lee reviewed the changes in the loyalty curve and pointed out that raising customer expectations does not necessarily significantly increase customer loyalty.


Then he discussed the emotional side of customer. Dr. Lee said 24% of the repeat calls stemmed from emotional disconnects. So we needed to identify customer’s personality type such as “Controller”, “Thinker”, “Feeler” or “Entertainer”. 


And then balance of detail and speed for different type customer diagnosed. In order to remove emotion obstacle, “Positive Spin” on the need of customer is useful.


Many customers had problem for selection. Thus, minimize channel switching by increasing self-service channel would help customer removing obstacles.


After that he proposed to empower the front-line staff to deliver an “Effortless” experience.


Lastly, he demonstrated the diagram for increasing loyalty and reducing cost.

Reference:

Asia Pacific Institute for Strategy Limited (亞太策略研究所有限公司) www.apifs.org

ESG facebook - https://www.facebook.com/groups/esg08

Leader 2030 - Empowering the Next Generation of Leaders - https://www.apifs.org/Leader2030-en

Leader 2030 series:

20250307: Leader 2030 Webinar – Lean Startup: Quick Innovation Strategy - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-lean-startup-quick.html

20250319: Leader 2030 Webinar – How Are AI Projects Different from Traditional IT Projects - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-how-are-ai-projects.html

20250422: Leader 2030 Webinar – The Secret for Successful Strategy Execution - https://qualityalchemist.blogspot.com/2025/04/leader-2030-webinar-secret-for.html

20250502: Leader 2030 Webinar – The Secret for Successful Strategy Execution (II) - https://qualityalchemist.blogspot.com/2025/05/leader-2030-webinar-secret-for.html

20250515: Leader 2030 -Negotiation Strategy to Lead Changes - https://qualityalchemist.blogspot.com/2025/05/leader-2030-negotiation-strategy-to.html

20250806: Leader 2030-Innovation Strategy-How to Increase Customer Satisfaction and Reduce Costs Simultaneously - https://qualityalchemist.blogspot.com/2025/08/leader-2030-innovation-strategy-how-to.html


2025年8月6日星期三

Leader 2030-Innovation Strategy-How to Increase Customer Satisfaction and Reduce Costs Simultaneously

The Executive Study Group (ESG) webinar named “Leader 2030 – Innovation Strategy-How to Increase Customer Satisfaction and Reduce Costs Simultaneously” was held by Asia Pacific Institute for Strategy Limited (APIFS) on 6th Aug 2025. He discussed the relation between customer experience and loyalty, customer service as a hygiene factor, make it easy by removing obstacles and 5 strategies for “Effortless’ customer experience. 


Firstly, Dr. Mark Lee defined the loyalty that as customer’s intention to continue doing business with a company, increase their spending, or say good things about it. However, research showed that exceeding their expectations during service interactions hardly improve loyalty.


Thus, Dr. Lee proposed to make it easy by removing obstacles. Shifting the loyalty curve by exceed customer expectation is a wrong loyalty goal. 


But shifting the loyalty curve by making it easy should be correct loyalty goal. For example, coaching staff to reply customer if no product in stock as “We’ll have stock availability for that item in two weeks.” 


After that he further explained “Make It Easy” meaning to remove obstacles for customer. 


Finally, Dr. Lee briefed 5 strategies for “Effortless” Customer Experience as follows. One example that company defined event-clusters that not only resolve customer’s primary issue but also to anticipate and address common downstream issues. 

Reference:

Asia Pacific Institute for Strategy Limited (亞太策略研究所有限公司) www.apifs.org

ESG facebook - https://www.facebook.com/groups/esg08

Leader 2030 - Empowering the Next Generation of Leaders - https://www.apifs.org/Leader2030-en

20250625: ESG Webinar – Future-Proof Your Career: Strategies to Stay Irreplaceable in the Age of AI - https://qualityalchemist.blogspot.com/2025/06/esg-webinar-future-proof-your-career.html

Leader 2030 series:

20250307: Leader 2030 Webinar – Lean Startup: Quick Innovation Strategy - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-lean-startup-quick.html

20250319: Leader 2030 Webinar – How Are AI Projects Different from Traditional IT Projects - https://qualityalchemist.blogspot.com/2025/03/leader-2030-webinar-how-are-ai-projects.html

20250422: Leader 2030 Webinar – The Secret for Successful Strategy Execution - https://qualityalchemist.blogspot.com/2025/04/leader-2030-webinar-secret-for.html

20250502: Leader 2030 Webinar – The Secret for Successful Strategy Execution (II) - https://qualityalchemist.blogspot.com/2025/05/leader-2030-webinar-secret-for.html

20250515: Leader 2030 -Negotiation Strategy to Lead Changes - https://qualityalchemist.blogspot.com/2025/05/leader-2030-negotiation-strategy-to.html 

Previous talks summary:

https://qualityalchemist.blogspot.com/search/label/Executive%20Study%20Group


2025年8月1日星期五

HKSQ AGM 2025 & Seminar on Cyber Crisis Management – Insights from Digital Firefighters

HKSQ Annual General Meeting (AGM) 2022/2023 was held on 18th Aug 2023 both online and onsite in PolyU. We invited Blackpanda representative to give us AGM Seminar. Many exco and former exco members joined the AGM and we took a group photo. 


In the beginning, Dr. Jane Wong (Chairman, HKSQ) briefed the chairman report 2024/2025 and reviewed different activities of HKSQ in the past year.


I took a photo with Dr. Jack Wu during registration.


Then Minda come and joined AGM.


We were honor to have Prof. PUN Kit Fai (HKSQ oversea representative) and his family (Ms. Rebecca Yiu and Mr. PUN Ka Hei) to join HKSQ AGM and Seminar as well as dinner. 


Then our Hon. Treasurer Dr. Mandict Wong reported HKSQ financial status. We had a very healthy financial situation and some income last year.


Afterwards, the AGM seminar began. Our guest speaker was Mr. Tim Toa (Regional Director of DFIR (Digital Forensics & Incident Response), Blackpanda) and his presentation topic named “Cyber Crisis Management – Insights from Digital Firefighters”. In the beginning, he said top two industries employed their service were Banking & Finance and Manufacturing.  


Then he mentioned three common myths about hacking including target size, skills required and antivirus protection. Explains misconceptions that high skills are not required in the age of AI, regardless of company size, and that antivirus software cannot fully protect.


After that he took us top 5 root causes. The most common was weak password! 


Finally, he stated the business impact and eight steps of Ransomware attract.

1.    Find the Open Doors!

2.    Find the Keys!

3.    Find the Money Safe!

4.    Destroy the Backup Servers!

5.    Install Backdoor!

6.    Burn Down Your House!

7.    Steal All the Money! Burn Down Your Garden!

8.    Show You What I’ve Got!


Lastly, Mr. George Wong (Business Development Director, Blackpanda) introduced their new service named IR-1 which was maintenance service for protecting company devices before attract and suitable for SMEs to due with cyber emergency. 


After the seminar, Dr. Jane Wong (Chairman) and Ms. Angela Wong (Vice chairman) took a photo with two speakers.


We then took a group photo with all onsite participants.


At the end, HKSQ exco members, members and guests had dinner together.


Reference:

HKSQ - http://www.hksq.org/

Past HKSQ AGM Seminar:

20240913: HKSQ AGM Seminar on Reform the Past and Innovate - New Quality Productive Force (革故鼎新 -「新質生產力」) - https://qualityalchemist.blogspot.com/2024/09/hksq-agm-seminar-on-reform-past-and.html

20230818: HKSQ AGM 2023 & Seminar on Minus Quality Assurance (-QA) (減法品質保證) - https://qualityalchemist.blogspot.com/2023/08/hksq-agm-2023-seminar-on-minus-quality.html

20220826: HKSQ AGM 2022 & Seminar on “Quality and Sustainability: A Case Study of A S Watson” - https://qualityalchemist.blogspot.com/2022/08/hksq-agm-2022-seminar-on-quality-and.html

20210924: HKSQ AGM 2021 & Technical Seminar on Intelligence of Everything - https://qualityalchemist.blogspot.com/2021/09/hksq-agm-2021-technical-seminar-on.html

20201017: HKSQ AGM 2020 & Seminar on Local Production of Facial Mask in Hong Kong - https://qualityalchemist.blogspot.com/2020/10/hksq-agm-2020-seminar-on-local.html

20190927: HKSQ AGM Seminar on Industry 4.0 in Quality Management - https://qualityalchemist.blogspot.com/2019/09/hksq-agm-seminar-on-industry-40-in.html

20180804: HKSQ AGM Quality Innovation Seminar on “Extenics and AI Application” - https://qualityalchemist.blogspot.com/2018/08/hksq-agm-quality-innovation-seminar-on.html

20170728: HKSQ AGM 2017 and Extenics Seminar - https://qualityalchemist.blogspot.com/2017/07/hksq-agm-2017-and-extenics-seminar.html

20160812: HKSQ AGM 2016 and QFD Seminar - https://qualityalchemist.blogspot.com/2016/08/hksq-agm-2016-and-qfd-seminar.html

20150717: HKSQ AGM 2015 and Zero Defect Strategy Seminar - https://qualityalchemist.blogspot.com/2015/07/hksq-agm-2015-and-zero-defect-strategy.html

20140726: HKSQ AGM 2014 and IP Audit Seminar - https://qualityalchemist.blogspot.com/2014/07/hksq-agm-2014-and-ip-audit-seminar.html

20130719: ASQ Master Black Belt Seminar after HKSQ AGM - https://qualityalchemist.blogspot.com/2013/07/asq-master-black-belt-seminar-after.html

20120819: The 23rd HKSQ Annual General Meeting - https://qualityalchemist.blogspot.com/2012/08/the-23rd-hksq-annual-general-meeting.html

20110729: The 22nd HKSQ Annual General Meeting and Quality Seminar - https://qualityalchemist.blogspot.com/2011/07/22nd-hksq-annual-general-meeting-and.html

20100724: The seminar on “The Best Renewable Energy for Hong Kong” - https://qualityalchemist.blogspot.com/2010/07/seminar-on-best-renewable-energy-for.html

20100724: The 21st Annual General Meeting (AGM) – Hong Kong Society for Quality (HKSQ) - https://qualityalchemist.blogspot.com/2010/07/21st-annual-general-meeting-agm-hong.html


2025年6月10日星期二

IAQ General Meeting in Oslo, Norway 2025

 The IAQ General Meeting was held on 10th Jun 2025 in Oslo, Norway. I joined online meeting this time. Before the meeting, many IAQ and ANQ old friends joined onsite and online.


In the beginning, Acn. Lars Sörqvist (President, IAQ) gave welcoming speech to all participants both onsite and online.


Then he briefed today’s agenda and reported some information of coming IAQ activities such as IAQ Doctoral Academy.


After that Lars introduced “Quality in Politics”.


He pointed out how important of leadership in the country.


And he discussed how should quality in the Swedish public sector to be improved. He quoted Prof. Jorgen Nordenstrom that negative correlation between resources and results in Swedish Health Care.


Finally, he quoted the actual experiences from China that exponential improvement. 


Acn. Pedro Manuel Saraiva presented his topic named “Quality & Politics: potentials & impacts drawing from personal experiences”. 


His topic included IAQ membership, Quality 5.0, multiscale possibilities, etc.


Pedro stated Quality 5.0 would more focus on humanity. In multiscale possibilities, he separated three levels of quality named MicroQuality, MesoQuality and MacroQuality.


Lastly, he briefed the short-term plan to medium-term plan and then foresight to 2050.


Afterward, Pedro discussed with other academicians.


Ms. Lin Wang (CAQ) was another speaker and her topic entitled “The Development and Trends of Quality Innovation in China”. It separated into three parts including current situation of QI, results of QI and Future Trends of QI.


Firstly, Ms. Lin Wang briefed different development stages of Quality Innovation (QI) in China from 1980s to now and to predict the future.


And then she mentioned CAQ key role as promoter on QI worked with company and government.


After that she introduced a practice path of QI in Chinese companies following five steps.


At the end, she stated new trend of QI such as digital-driven.


Ms. Lin Wang discussed with us during Q&A session.


The last part of morning session was presented by Mr. Dekang Gao and Mr. Ji Deng with long topic named “From belief and strategic breakthroughs, continuously enhance governance efficiency – Understanding and practice of corporate political quality.”


Firstly, Mr. Dekang Gao gave opening speech and then Ms. Shiqi Zhang continuous for details. The last one is Mr. Ji Deng.


Ms. Shiqi Zhang briefed BOSIDENG mission and scientific development strategies. 


In their scientific development strategies, they focused on Brand, Product, Channel and Talent.


Lastly, Mr. Ji Deng mentioned how they became industry leadership for innovative down jacket. And he agreed that the essence of political quality is “Good Government”.


Lunch time.

Reference:

IAQ website - https://iaq.wildapricot.org/

20230405: IAQ 1st Communication Committee Meeting 2023 - https://qualityalchemist.blogspot.com/2023/04/iaq-1st-communication-committee-meeting.html

IAQ General Meeting:

2011: ASQ World Conference - IAQ Meeting - https://qualityalchemist.blogspot.com/2011/05/asq-world-conference-iaq-meeting.html

20160514: The International Academy for Quality (IAQ) General Meeting and Dinner - https://qualityalchemist.blogspot.com/2016/05/the-international-academy-for-quality.html

20170922: The International Academy for Quality (IAQ) General Meeting and Dinner during ANQ Congress 2017 - https://qualityalchemist.blogspot.com/2017/09/the-international-academy-for-quality.html

20180921: The International Academy for Quality (IAQ) General Meeting and QiETT Symposium - https://qualityalchemist.blogspot.com/2018/09/the-international-academy-for-quality.html#more

20200508: IAQ Zoom Meeting 2020 - https://qualityalchemist.blogspot.com/2020/05/iaq-zoom-meeting-2020.html

20200721: IAQ Zoom General Meeting 2020 - https://qualityalchemist.blogspot.com/2020/07/iaq-zoom-general-meeting-2020.html

20200915: IAQ Zoom Exco Meeting regarding Support Transition - https://qualityalchemist.blogspot.com/2020/09/iaq-zoom-exco-meeting-regarding-support.html

20201020: IAQ General Meeting 2020 (Online) - https://qualityalchemist.blogspot.com/2020/10/iaq-general-meeting-2020-online.html

20210331: IAQ Leader Meeting 2021 (Online) - https://qualityalchemist.blogspot.com/2021/03/iaq-leader-meeting-2021-online.html

20220519: IAQ General Meeting 2022 – Day 1 (Online & Onsite) - https://qualityalchemist.blogspot.com/2022/05/iaq-general-meeting-2022-day-1-online.html

20220520: IAQ General Meeting 2022 – Day 2 (Online & Onsite) - https://qualityalchemist.blogspot.com/2022/05/iaq-general-meeting-2022-day-2-online.html

20220928: IAQ General Meeting in Japan 2022 – Day 1 - https://qualityalchemist.blogspot.com/2022/09/iaq-general-meeting-in-japan-2022-day-1.html

20220929: IAQ General Meeting in Japan 2022 – Day 2 - https://qualityalchemist.blogspot.com/2022/09/iaq-general-meeting-in-japan-2022-day-2.html

20220405: IAQ 1st Communication Committee Meeting 2023 - https://qualityalchemist.blogspot.com/2023/04/iaq-1st-communication-committee-meeting.html

20220424: IAQ Website Knowledge Transfer Meeting - https://qualityalchemist.blogspot.com/2023/04/iaq-website-knowledge-transfer-meeting.html

20230511: IAQ General Meeting in Philadelphia, USA 2023 - https://qualityalchemist.blogspot.com/2023/05/iaq-general-meeting-in-philadelphia-usa.html

20231108: IAQ General Meeting in Porto, Portugal 2023 - https://qualityalchemist.blogspot.com/2023/11/iaq-general-meeting-in-porto-portugal.html

20240516: IAQ General Meeting in San Diego, USA 2024 - https://qualityalchemist.blogspot.com/2024/05/iaq-general-meeting-in-san-diego-usa.html

20240920: IAQ General Meeting in JUSE and Dinner 2024 - https://qualityalchemist.blogspot.com/2024/09/iaq-general-meeting-in-juse-and-dinner.html

IAQ Symposium and Forum:

20120803: ANQ Congress 2012 - Day 2 (The IAQ session entitled "Quality in Healthcare”) - https://qualityalchemist.blogspot.com/2012/08/anq-congress-2012-day-2.html

Leaflet - http://www.hksq.org/anq2012/doc/IAQ_Session_02082012.pdf

20131018: ANQ Congress 2013 Bangkok – Day 2 (The 2nd IAQ/ANQ Symposium) - https://qualityalchemist.blogspot.com/2013/10/anq-congress-2013-bangkok-day-2.html

20150924: ANQ Congress 2015 Taipei – Day 2 (The 4th IAQ/ANQ Symposium) - https://qualityalchemist.blogspot.com/2015/09/anq-congress-2015-taipei-day-2.html

20151025: IAQ World Quality Forum 2015, Hungary – Welcome Cocktail - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary.html

20151026: IAQ World Quality Forum 2015, Hungary – Day 1 - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary_26.html

20151027: IAQ World Quality Forum 2015, Hungary – Day 2 - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary_27.html

20151028: IAQ World Quality Forum 2015, Hungary – Gala & Networking Dinner - http://qualityalchemist.blogspot.hk/2015/10/iaq-world-quality-forum-2015-hungary_28.html

20160514: The International Academy for Quality (IAQ) General Meeting and Dinner - https://qualityalchemist.blogspot.hk/2016/05/the-international-academy-for-quality.html

20171013: The 2nd IAQ World Quality Forum 2017 in Bled, Slovenia - https://qualityalchemist.blogspot.com/2017/10/the-2nd-iaq-world-quality-forum-2017-in.html

20180921: The International Academy for Quality (IAQ) General Meeting and QiETT Symposium - https://qualityalchemist.blogspot.com/2018/09/the-international-academy-for-quality.html#more

20191206: The 3rd IAQ World Quality Forum & 13th Shanghai International Symposium - https://qualityalchemist.blogspot.com/2019/12/the-3rd-iaq-world-quality-forum-13th.html

20221209: IAQ QiETT Future of Quality in Higher Education Summit – Day 1 - https://qualityalchemist.blogspot.com/2022/12/iaq-qiett-future-of-quality-in-higher.html

20221210: IAQ QiETT Future of Quality in Higher Education Summit – Day 2 - https://qualityalchemist.blogspot.com/2022/12/iaq-qiett-future-of-quality-in-higher_10.html

20221216: IAQ QiETT Future of Quality in Higher Education Summit – Day 3 - https://qualityalchemist.blogspot.com/2022/12/iaq-qiett-future-of-quality-in-higher_16.html

20221217: IAQ QiETT Future of Quality in Higher Education Summit – Day 4 - https://qualityalchemist.blogspot.com/2022/12/iaq-qiett-future-of-quality-in-higher_17.html


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