01.10.22
Watsons has been awarded the Digital Transformation Pioneer Company 2021 by Weixin (WeChat), highlighting the brand’s efforts in delivering O+O (Offline plus Online) retail experience and digital transformation.
“Weixin has been working with Watsons closely over the years on eCommerce, and we are glad to see Watsons leading the industry by setting O+O as the new retail standard,” said Hu Renjie, deputy general manager of Weixin Open Platform, Tencent. “With 60 million users on its mini program, Watsons integrates its offline and online platforms and provides customers a seamless shopping experience. As one of the first companies to work with Weixin, Watsons has achieved brilliant results on Weixin mini program and realized its smart retail concept.”
Over the past year, different industries have shifted their focus to eCommerce, which has then been growing rapidly despite the COVID-19 pandemic. As the leading health and beauty retailer, Watsons started investing in digital transformation many years ago and currently sets O+O as the new standard for retail. In addition to bringing customers great shopping experience with its extensive physical store network, Watsons also interacts with its customers through online platforms, including Weixin mini program, Weixin Enterprise Beauty Consultation, Watsons Beauty Community, Weixin service account, video account and Weixin groups, connecting offline and online platforms.
Watsons mini program is at the core of the O+O retail model with almost 60 million users in Mainland China. Watsons beauty advisors closely connect with customers through Weixin Enterprise and provide one-on-one beauty consultations. Since the launch, beauty advisors have added over 40 million customers as friends through Weixin Enterprise, and provide them with personalized promotions, birthday offers and membership event invitations to drive traffic to the Watsons mini program and physical stores.
Coupled with special offers and member benefits to enhance the customer experience, the customer lifecycle is effectively extended with better sales performance; data shows that members who follow Watsons’ Weixin Enterprise account spend 2.1 times more than that of the members who don’t.
As the number of Watsons’ customers continue to increase both offline and online, O+O sales have reached new heights, proving that Watsons O+O retail model has great potential and can effectively drive business growth.
Watsons will continue to make its O+O retail model a main focus in 2022.