Matthew Chan, Chief Digital Officer of the Jardine Restaurant Group (‘JRG’), sat down with That Digital Show APAC, a business podcast presented by Google Cloud, to speak about the company’s digital journey. In the podcast, Matthew shares how JRG embraces innovation and leverages cloud technology and data analytics to spread the simple joy of food.
Operating KFC, Pizza Hut and PHD branches in Hong Kong, Macao, Myanmar, Taiwan and Vietnam, JRG has created a robust data management and analysis system to realise their customer-centric business strategy.
In 2019, JRG began a digital transformation geared toward creating the best customer experience. By leveraging new technologies, the team developed strategies like TTT. This talkability, traffic, and transactions framework identifies talking points that will encourage curiosity and start meaningful conversations, driving traffic to the site and ending with successful transactions. Through real-world examples, Matthew describes how JRG takes data from sources like Google to pinpoint customer interests. The team then actively engages with customers, gathering more data analytics to enhance their online presence and drive traffic to their offerings. Through detailed site optimisation, JRG is able to boast a double-digit conversion rate from browsing to transactions.
Matthew explains that staying relevant is the best way to grow and adapt with changing customer needs. During the pandemic, for example, JRG launched their online ordering, delivery and cloud kitchen platform, to provide contactless food service for employee and customer protection.
Enhancing leadership and entrepreneurialism through innovative solutions is one of the Jardine Matheson Group’s strategic pillars, the Group encourages all Group businesses to practise this to add value to its businesses, services and customers. In the future, JRG will continue its mission to adapt new technologies in smart ways, creating value for customers and exceeding their expectations.
Listen to the podcast here.
Text adapted from: That Digital Show APAC by Google Cloud
