AS Watson does retail 360 for customers in Asia and Europe

Firm speeds up digital and customer relationship management strategy across Asia and Europe

AS Watson Group (ASW) is speeding up its digital and customer relationship management strategy to further drive differentiation in its health and beauty retail network across Asia and Europe.

In mainland China, the Group has its own mobile app and website with e-commerce, as well as flagship stores on Tmall, Jingdong and Amazon. In Hong Kong, it launched a mobile app e-store, iWatson, earlier this year and last month it launched a mobile-enabled e-commerce website in Taiwan. In the UK, where ASW owned Superdrug operates over 800 stores, the Group plans to relaunch Superdrug’s e-store in the summer in order to provide an enhanced shopping experience for customers. It is also planning e-store upgrades for The Perfume Shop in the UK and Kruidvat in the Netherlands.

“The key to ASW’s Customer 360 strategy is to be customer-centric,” said Group Managing Director Dominic Lai. “We have an average of 27 million customers shopping with ASW every week. In addition to in-store experience, we have embraced all aspects of customer touch points, from member experience to social media, mobile apps and e-commerce to enable us to serve our customers 360 degrees.”

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