Ms. Malina Ngai, JP
倪文玲女士
Retail has a history dating back to the ancient
times. Over the centuries, retail shops were
transformed from small booths to grocery stores,
to supermarket, hypermarkets, then to shopping
malls and specialty stores. And in recent years,
online has evolved to become a popular channel
for shoppers as well.
In order to continue to advance the Hong Kong retail
industry into the new era, retailers need to reinvent
ourselves to adapt to the new customer expectation.
Consumers are more connected, they want
convenience 24/7, they want quality products at
great value, they expect great service too, and they
want retailers to have conversation with them rather
than just pushing through advertising messages.
Coming to payment, as customers have less
time to spend, retailers need to provide payment
solution that is faster. Consumers also have
b e c ome mo r e k n ow l e d g e a b l e i n p r o d u c t
specifications, so retailers need to adjust their
service in stores accordingly to focus on how to
make the customers feel good. After all, a big part
of shopping is about satisfying emotions besides
the functional motivation.
In the light of these developments, retailing has
turned to a very interesting chapter. From a business
that is about managing simple product flow from
manufacturers to a physical shop, retail is now a
fascinating industry that involves not only buying,
supply chain, store designs, but also analytics,
technology, dynamic marketing and customer
relationship management (CRM).
零售業的發展源遠流長，零售店舖由數百年前的小攤販
模式蛻變為雜貨店、超市、大賣場，再發展至購物中心
甚至專賣店。 而近年更興起網上購物，成為風靡全球的
趨勢。
為了不斷促進香港零售業邁進新時代，零售商需要自我
轉型以滿足新客戶的期望。今時今日的消費者需要有更
緊密的連繫。他們需要每日24小時的便捷服務，講求
性價比及產品質素，同時希望享有優質服務。消費者著
重與零售商互動交流，而非單純只接收一連串的推廣訊
息。
至於付款環節，現今的顧客不願多花時間等候，零售商
需要提供更便捷的付款方案。與此同時，消費者對產品
的資訊較以往有更深入的認識，因此零售商需要提升店
舖的服務水平，致力讓顧客感覺稱心滿意。畢竟，購物
的過程除了滿足顧客對貨品的實際需要外，也要細察顧
客的心意和情感變化，才能為顧客提供愉快的購物體
驗。
隨著這些發展，零售業已經邁進新
領域。零售業由傳統的買賣和貨
品管理，即由製造商到實體店
的簡單產品流程，發展至今
成為一門多姿多彩的生意，
所需的專業技能不僅涉及採
購、供應鏈、店面設計，還包
括數據分析、科技、動態營銷
及客戶關係管理等。
Vice-Chairman's Message
副主席之話
Reinventing Retail
零售業新氣象
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