A.S. Watson O+O (Offline plus Online) Sets New Retail Standard

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As the world’s largest international health and beauty retailer, A.S. Watson sets O+O (Offline Plus Online) as the new standard for retail.

What is O+O Retail Strategy

The O+O retail strategy is an ecosystem that is powered by technology, big data and artificial intelligence, not just about having physical stores and also an online store. Different from traditional Omnichannel or O2O model (online to offline or offline to online) from the past generation that drove customers from one channel to another, O+O retail is more about creating an integrated offline and online experience to better serve customers’ needs through digital transformation, that enables them to shop across any channel, anytime, anywhere.

Seamless O+O Retail Experience

To be able to deliver O+O (Offline plus Online) experience with excellence, it’s a combination of our extensive 16,200+ physical store network as core touchpoints, our 140,000-strong customer service workforce, integrated with digital platforms, 100+ eCommerce platforms, and very importantly, the customer connectivity with our base of 139 million loyalty members. Capitalising on the in-depth and sophisticated customer insights, we are able to provide the most personalised O+O experience which not only delivers the best offer to our customers, but also growth to our business.

O+O for Stronger Customers Connectivity

From a traditional local dispensary to a leader in O+O retail, what have driven us to grow fast are our intense focus on customers connectivity and agility – a determination to accelerate our digital transformation to strengthen customer interaction across all offline and online channels. This unique O+O retail strategy drives us to bring customers a healthier and more beautiful life and delivers our promise – to put a smile on our customers’ faces.
O+O changes how we sell, how we serve customers, and even the way we manage fulfilment.