The “100 MVP Managers” award, organized by “MANAGER today”, announced the list of the top 100 most valuable MVP managers in Taiwan in 2019 today (11/29). Among them, CEO Eric Yang of ETMall and Strawberrynet won the “Service Innovation” category. He mentioned in his speech on stage, “What has remained unchanged with ETMall for the past twenty years is EHS Select and the excellent customer service. What has been constantly changing is our innovative service and progress.”
This year, the theme of the 12th “100 MVP Managers” was “Breaking New Ground”, which served as the main criterion for the selection of the top 100 MVP Managers. There were five innovative categories, including Manager of the Future, Product Innovation, Organizational Innovation, Marketing Innovation, and Service Innovation. Based on the four key indicators of innovation, leadership, integration, and execution, 100 outstanding managers who have embraced change and are leading corporate performance growth were selected.
Hundreds of managers from all sectors gathered together for the award ceremony. Together with enthusiastic cheerleading teams, the atmosphere at the ceremony was very lively. During the event, the beautiful cheerleading team sent by ETMall provided morale-boosting, energetic cheers, allowing Eric Yang to become the focus on stage when he went to accept the award.
Eric Yang was formerly the company’s chief legal officer. Since taking on his new role as the CEO of ETMall and Strawberrynet last year, besides leading the team to increased profits from the shopping networks, the overall performance has also achieved constant breakthroughs. For example, this year’s Double 11 revenue reached NT$280 million in one day, once again setting the record for the highest single-day performance since the platform was launched 16 years ago. In terms of service, it has won the gold medal for the Large-Scale Online Shopping Website category of “The Best Service in Taiwan” awards sponsored by “Commercial Times” for the third consecutive year. It has also won the first-place honor in the Online Shopping category of the 16th “Top Service Awards” by “Next Magazine”.
Having won the recognition of the “100 MVP Managers” award, Eric Yang said that in addition to being very happy, he would also like to thank all departments in the Group for their assistance and the hard work and effort of his team. He also mentioned that ETMall has always emphasized “EHS Select”, where their service ideal and thinking of “treating the customers as God” is unique in the industry. After he took up his current position, he has paid special attention to service and has collected feedback and comments from each customer to use as advice for reviewing and improving service quality. Furthermore, changes are made on an overall scale instead of treating the issues as one-off cases. In addition, compared to the traditional practice of discount wars in the past, he attempted to find special products to create bundles and offer more discounts to loyal customers. Using innovative marketing methods to attract returning customers was also a major change in recent years.
Regarding the next year’s targets and challenges, Eric Yang pointed out that the focus will be put on the products. Since Strawberrynet is for cross-border commerce, in the future, it will introduce more products that are not available in Taiwan. Conversely, it will also sell Taiwanese products overseas. In terms of marketing, in addition to cementing the loyalty of VIP customers, membership tier grading will be introduced, and big data analysis will be used to precisely target customers, so that marketing resources can be allocated more efficiently and have better a better effect on the customers.
Chi Li-wen, editor-in-chief of “MANAGER today” said that “100 MVP Managers” has been organized for 12 consecutive years. From the year of the economic crisis in 2008 to this year in 2019, the theme of each year wanted to emphasize “innovation” and “change”. From observing the winners of the previous years, in addition to the trend of MVP managers becoming younger in age, there has also been more and more startup companies and the joining of new forces from various industries. Although most managers mentioned in the interviews that there are many challenges in each industry, they all want to create results and perform well, no matter if they provide a product, innovation, or service. They do not only want to become a top-performing manager, but also to create results in their own positions.