By Xu Muhan1002580082, Zhan Xuyang 1002578001, Jiang Fangyong 1002474838
ZhouYuhao 1002580280, Yang Yuhang 1002579016

“Beyond just the taste, when both quality and service are achieved, customers return. Over time, a friendly relationship is formed with them.”

The simple phrase “our customers” continuous positive feedback has always driven our progress” has become the core force that supports this independent bakery to bravely navigate market competition. Driven by their passion for baking, Cremekiss is located on the ground floor of the Maxim residential area in Kuala Lumpur.

After several months of operation, this storefront has evolved from a space for tedious daily operations into a warm community hub that supports local dessert enthusiasts and regular neighborhood residents in their daily interactions to build collective community identity.

The current owner of the bakery revealed during an interview that the very base of this cake shop is formed entirely based on the educational training they have had while studying at college. Reflecting back on the beginning of their business journey, they realized that there were no places within the community where people would be able to make real bonds, thus
making an effort to open this cake shop.

As the customer base started growing larger and larger, they eventually realized that they needed to be faithful to their dual commitment to quality products in order to become a cozy home for the community. “In the parts we overcome, we find that we resonate with our customers. Their positive feedback is what makes us want to keep making progress.”

“What community members need most is to know that they are valued,” said the owners. Many customers come from high-pressure environments and bear the hardships of daily life amid fierce market competition. For this reason, the bakery prioritizes providing thoughtful service and unique “emotional resonance” to customers above all else. “Beyond just the taste, when
both quality and service are achieved, customers return. Over time, a friendly relationship is formed with them.”

Discussing the realities of their craft, the owners shared: “I often encounter failures, but I believe that within those failures, there is success.” Offering advice to others, they said: “Just keep persisting.” By tailoring operations to their daily capacity, they ensure every interaction is a testament to their dedication.

Figure 1 Photography of Real Cakes

Figure 1 Photography of Real Cakes

Figure 2 A photograph taken when the individual was engaged in work

Figure 3 Back-of-House Environment

Figure 4 In-store Signage

Figure 5 integrated environment