Integration or Resistance of Service Experience in O2O Era
Macau Management Association held a seminar on “The New Era of Retail - Integration or Resistance of Service Experience in O2O Era” on June 21 (Friday). The seminar was attended by managerial and retail personnel from 8 local organizations.
Mr Paul Ma, professional and senior trainer in retail management was invited to be a speaker who shared the new trends and directions in the current retail environment to audiences through group discussion. Meanwhile, exploring the orientation and service value of physical store in the digital marketing era. With the rapid development of technology, Ma stated that current trend of retail industry has been transferred from traditional to O2O era, the consumption pattern of retail market has been totally changed as well. As a result, O2O service experiences are more and more important nowadays. In order to solve the severe shortage of human resource, maintaining the core value and mass market appeal of tangible services, the whole retail industry must be improved by various approaches or tools such as automation, it will be a great solution for optimizing tangible service experiences in the short-staffed situation. Ma also coached audiences how to apply design thinking and several skills for improving customer service experience, thereby enhancing participants’ understanding of current retail environment as well as its corresponding retail strategies.
In addition, Ma also shared his precious and practical experience in retail management. It contributes inspiration and resonates to audiences so that they can have a deeper understanding and practical application to their works.