Q U E S TION
Based on your personal observations, please identify and describe the unique selling propositions for Customer Service & mall facilities of the following shopping centres:-
a. Sunway Pyramid
b. Mid Valley Megamall
c. 1 Utama Shopping Centre
d. PavilionKL
*Identify the differentiation Surprising shoppers or bringing something unique to the community is a great opportunity to differentiate one mall from another and works well in drawing crowd. It is a form of differentiation that needs to be built around selling more services and products, not just to make our business into a quirky brand that stands out but can’t get traction. Differentiating the consumer offering, with a focus on experience and convenience Current trend, Online Shopping provides consumers with ultimate levels of convenience. Malls will never be able to compete with the endless product selection, price comparisons and always -on nature of online. Instead, Malls need to move in a different direction, away from Commoditized shopping experience & towards a broadened valve proposition for consumers. On the contrary, it presents new opportunities for Malls to engage consumers throughout their decision journeys. Extend relationship with customers to before and after the Mall visit. Just like retailers, malls should reach out to their customers with customised offers, gift ideas and other targeted advertisement based on real time intelligence and location based marketing. Technology is also valuable for gathering consumer behavioural data from which malls can glean useful insights. Malls to utilise digital capabilities to take the shopping experience to the next level. It is critical for Malls to take a more active role in shaping the shopping experience either by acting more like retailers or by partnering with them, introducing elements of e-commerce to the Mall. *The Digital transformation of retail is not all bad news for Mall - Leverage technology
Sunway Pyramid Shopping Centre Customer Service:
There is no customer engaging experience felt at all.
Mall’s Facilities: This mall is very ASIA, with different atmosphere evoking different mood for different people; it has a unique shopping experience . The mall encapsulates a two-in one format, within which are two worlds of experience -the Oasis Boulevard that circles the outer perimeter of the mall, comprising a string of concept dining and clubbing outlets and the second part of it being the mall proper. Within the mall, the ice -skating rink existence captures young adults heart. The Mall’s wide hallways, seen able to comfortably handle crowds, which is excellent in this entertainment area. The main unique feature of this mall, besides a shopping paradise for shopping addicts, it has a medical centre nearby and an outdoor/ indoor themed lagoon and within walking distance two hotels and one University. The front façade and the Mall overall Eqyptian inspired Architecture, including its landmark pyramid structure and its Giant Sphinx, roared in many local and foreign tourists induce them to capture a picture or two, besides the shopping delights with variety of food, fun and entertainment for all.
General Remarks: Themed and Unique Precincts such as ASIAN AVENUE, people who frequent this mall has a different shopping experience, it is not about the brands of the merchandise they buy but the stories behind the merchandise and how they relate to their lives ; it is all about shopper’s story time.
Mid Valley Mega Mall Customer Service: After recent Mall’s new facelift and upgrading; I find that this area of Customer Service have improved tremendously , with a better team of friendlier Customer Service , overall lifting up the Mall’s image.
Mall’s Facilities: In terms of location/accessibility: Confusing entry points to the abysmal parking to the horrendous crowd, continuously causing heavy congestion around the perimeter of the Mall. This Mall has a themed cluster of shops, with best mix of stores , mostly mid range with several lower cost and higher end stores mixed in , thus generally attracting good crowd of consumers With The Gardens KL opened, adjoining with it , Cititel MidValley City Hotel, together with The Boulevard hotel , the office block Menara IGB and Boulevard Offices, has now become a favourite for shoppers, diners , business and tourists. The many activities and events organised at the podium of these 2 complexes with its creative window presentations at retail outlets have certainly attracted consumers of all walks of life ; especially attracting family groups.
1 Utama Shopping Centre Customer Service: Customer Service counters/One Card station are conveniently located at strategic points to provide customers with the best assistance. Touch screen directories locations are also found around the Mall so that customers could search for any store or facility.
Mall’s Facilities: Tagline: ALL in One (A premier lifestyle Mall with something for Everyone) Located in an upscale residential community This mall has a transportation hub- major bus/coach terminal making it easy for the community to travel This Mall has subscribed to a very successful formula that elevates the idea of shopping, entertainment and dining to new heights. The Mall’s Signature Rainforest is a lush tropical paradise created within the Mall &the Mall’s Secret Garden is S.E.A largest roof top garden. With the Mall being interconnected with a luxurious 5Star One World Hotel and Highrise Office block, such as Plaza IBM, KPMG Tower and 1First Avenue , via comfortable covered walkways for an integrated , work and play environment. One Utama Shopping centre -has a strong brand identity; this identity occupies top brand in the minds of shoppers and that can be a very powerful connection a Mall has with its shoppers.
Pavilion Kuala Lumpur Upscale mall/Iconic in Bukit Bintang
Customer Service: Service excellent (Have asked feedback from my group of regular shoppers friends). Very informative not only with the Mall’s facilities but also surrounding area .
Mall’s facilities: The building layout is excellent; food prices reasonable especially with their Gourmet Food Court. Blends the best of the international and local retail world. Considered a world class mixed, as is positioned as the “ Defining , Authority in Fashion , Food and Urban Leisure”. Outdoor strip with great restaurants/live music; best hangout place pro- viding great entertainment with live local band and televised soccer matches on projector screen and alcohol to go with the meal. Great décor and ambience especially at the Main Grandstage.