Convention speaker profile: Joanna Zhang
Published
21st Jan 2013
SPEAKER SPOTLIGHT
Joanna Zhang
President of the China Spa Association
Session: Attracting and Retaining Customers - Creating a Client for Life
When: Sunday 24 February at 10:50am
With: Anna Bjurstam, Owner and MD, Raison d' Andrew Gibson, Group Director, Spa, Mandarin Oriental Hotel Group; Jonathan Chippindale, Chief Executive Holition
Why do you feel that Attracting and Retaining Customers – Creating a Client for Life – is an interesting topic?
Because customers are the core of our business and because training is the way
that we develop.
What can we expect from your session?
I will be talking about different customer expectations and how they vary according to background. I will be taking factors such as education, geographical area, economic circumstances, consumption culture and generation into account – using China as an example.
What do you hope will emerge from the discussion following your presentation?
Conversations about the differences between western and Asian markets (such as China) and how we can build bridges between the two.
What are you most looking forward to at the convention?
Exchanging information and learning from experts. The convention is a great chance to do both.
What current industry developments do you find most interesting and what can we expect to see within spa and wellness in 2013
I think high-tech and healing techniques will become more popular. And different regions should and will draw on their local features. In China, for example, traditional Chinese medicine will become more widespread and more commonly incorporated into the spa and wellness arena.
Which are the biggest challenges facing the global spa market?
Operationally, the most important issues relate to employees, to how to find a qualified spa therapist or manager. Finding and training people with the skills, knowledge and attitude required to work in and understand the spa industry. Because it’s people who make a spa different. From the marketing side, training our customers is an important issue. We should not always follow the customers, but instead lead them. Understand their needs, lead their needs and create
new needs.
To view the full convention programme, click HERE
