Strategic Thinking
Strategic thinking is purposeful and directional based on a contextual background to think systematically, under which Left-Right Circle is a customer-centric strategic framework. Left circle represents customer demand and the right side is company competitiveness. When left circle is pushed to the left by market environment forces, company competence should keep pace with the demand change otherwise it will lose the market to competitors. "3C1E" analysis helps set goals and strategies. Prof. Larry's advice: Start with controllable factors and keep evaluating as well as enhancing own competence in meeting customer demands in terms of competitors under the environmental factors. Download PDF
Customer Loyalty
The ultimate goal of customer relationship management is relationship, which is about acquiring, retaining and developing customers. To build loyalty, while customer satisfaction is the foundation, we need to make ourselves special through a unique value proposition, a set of well-designed personal touchpoints, and spend time to connect the hearts of customers with sincerity. Prof. Poon's advice: "Do not count on your big data or computer system to build customer loyalty, count on your heart and sincerity." Download PDF
Trust Building
According to researches and Larry’s experience, there has a limit to position power while personal power can be unlimited. Trust = (Credibility + Reliability + Intimacy) / selfishness. The more self-oriented you behave, the lower trust you get. So, putting yourself in other people's shoes and embracing the ‘we’ culture can help you build the trust among team members. Prof. Poon's advice : "Improving personal power by building up trust can get team members’ respect, influence them more easily, and lead them to condense competence and walk toward the goal together." Download PDF