SHKP Quarterly

Susanna Wong: quality and flexibility take modern Japanese lifestyle department store to new heights 黃思麗：崇優．靈活 ─ 重新詮釋日式生活百貨 一田行政總裁 YATA Chief Executive Officer Susanna Wong 黃思麗 Despite intense competition in the local retail industry, YATA continues to thrive rapidly. Three supermarkets were opened during the year and new stores are being planned for Kwai Fong and North Point. These, together with the Sha Tin store renovation due to complete in late 2018, are expected to bring sustained growth for the company. Chief Executive Officer Susanna Wong says that instead of following others in selling their products at cut prices, she emphasizes flexibility and quality because she believes that is the key to winning in a competitive market. Industry on the move Japanese goods are always much sought-after by the people of Hong Kong for their quality and variety. In the 1980s, Japanese department stores were everywhere in the city, but many of them were eventually forced out. So how does YATA, positioned as a modern Japanese lifestyle department store, manage to secure a firm footing in the market? Susanna said: “Japanese department stores used to operate by gathering a variety of retailers in a large establishment, but times have changed and this approach to department stores was replaced by shopping malls long ago. We must therefore be bold to innovate; take the initiative in understanding customer needs and respond promptly to the changing market. Susanna thinks there is no shortcut to success, the only way is to always observe and listen to customers. “For example, if a particular candy isn’t selling well, you need to ask what has gone wrong? Is it on racks too high for kids to notice, or doesn’t it meet consumer tastes? We need our frontline staff to observe and communicate with customers to get this information.” As the Chinese idiom goes, ‘Speed is the most valuable in war. ’ and the same applies to the retail industry. "If the situation does not improve after we relocate the product and reduce price, we need to 20 人物 Vol 86 • Q4 2017 • SHKP Quarterly