Source: Media Outreach
Customer-Centricity Becoming More Important in Times of Adversity
HONG KONG, CHINA – Media OutReach – 9 July 2020 – Creating a seamless, consistent customer experience across physical & digital space is more important than ever as online shopping prevails. Recognising local organisations which demonstrate excellence in consumer care, the 9thGS1 Hong Kong’s “Consumer Caring Scheme” awarded 93 local enterprises for delivering their service promise. A total of 46 companies won the “Consumer Caring 5 years+” and “5 years” Award, showing their commitment to consumer care for 5 years or more in a row.
Consumers’ online spending has become all time high today. As companies are placing greater emphasis in expanding their omni-channel offerings, they are also striving to meet or even exceed their service promise for convenience, value and experience. According to the survey report “Tapping Into Smart Retail” jointly published by GS1 HK and KPMG, 45 percent of C-level executives rank strengthening the customer journey as the top priority, showing that businesses are betting on better user experience as a way to retain customers, especially those from online, who are price sensitive and have an ever-increasing choice of e-commerce providers.
“As more consumers are shopping across multiple channels, commerce can mean everything from a store, a smart kiosk, a website to an app, which has made it more difficult for companies to maintain consistency and fulfilling customers’ demands. Only by continuous improvement in operation efficiency and fulfilling commitment by delivering excellent services, can a company differentiate itself from today’s cut-throat business environment.” said Anna Lin, Chief Executive of GS1 Hong Kong.
Consumer Caring Companies are those which can keep their pledge to offering the finest customer journey. Judged based on seven core consumer caring values, including consumer care, sincerity, commitment, product quality and safety assurance, service quality, understanding consumer behaviours and caring for employees, the winners are evaluated through on-site visits and consumer survey, in accordance to the internationally-acclaimed scorecard based on the Efficient Consumer Response (ECR). This year’s winners have all showed the effective use of international standards, information technology, and the optimisation of operation management to improve business processes to enhance consumer satisfaction. (Please refer to the Appendix for details)
“Congratulations to the winners who have successfully uphold the motto of ‘consumers first’, they are all role models of the industries in driving product and service enhancement, bringing benefits to both brands and consumers,” said Anna. “No matter what channels your business use to engage customers, exceptional customer experience always champions in the end.”
For details, please refer to our website: https://www.gs1hk.org/industry-recognition/consumer-caring-scheme/overview.
Appendix
List of recognised companies of Consumer Caring Scheme 2019
(in alphabetical order by brand or company name)
5 years + Awards
1
3M Hong Kong Ltd
20
Linson Global Seafood Trading Ltd
2
AQ Bio Technology Group Ltd
21
Luk Fook Holdings (International) Ltd
3
Autotoll Ltd
22
Memorigin Watch Co Ltd
4
Body-SOS
23
Morita Biotech (HK) Co Ltd
5
Casablanca Hong Kong Ltd
24
Nestlé Hong Kong Ltd
6
Chan Yin Kee Co Ltd
25
Okia Optical Co Ltd
7
Cherry
26
Original Taste Workshop Ltd
8
Chow Tai Fook Jewellery Group Limited
27
Royal Medic (Holdings) Ltd
9
Chuan Chiong Co Ltd
28
SINOMAX
10
Colgate-Palmolive (H.K.) Ltd
29
Super Star Food Manufactory
11
CR Care Co., Ltd
30
Swipe (HK) Ltd
12
Danny Catering Service Ltd
31
Swire Coca-Cola HK
13
Eu Yan Sang (Hong Kong) Ltd
32
Taste of Asia Group Ltd
14
Forewide Co (Retail) Ltd
33
Tiger Mark (HK) Ginsengs Co Ltd
15
Giormani
34
ToolBox – a Gilman Group Company
16
Harmonic Health Pharmaceutical Co Ltd
35
Vitasoy International Holdings Ltd
17
Health Aims Organic Functional Product Specialty Shop
36
Wai Yuen Tong Medicine Co Ltd
18
Hongkong Post
37
Watsons Water
19
Hung Fook Tong Holdings Ltd
5 Years Awards
1
CATALO
6
Tung Chun Soy Sauce and Canned Food Co Ltd
2
FrieslandCampina (Hong Kong) Ltd – FRISO
7
UA Cinemas
3
Nu Life International (Asia) Ltd
8
YesNutri
4
Nu Skin Enterprises Hong Kong, LLC
9
Yummy House International Ltd
5
Smartech
Award Winners (of 2 or more consecutive years)
1
95 International Co Ltd – La Raine
19
Kwok Kam Kee (HK) Ltd
2
Amazing Delights Limited – divine
20
Lee Kum Kee
3
Bonjour Holdings Ltd
21
Life 720 Company Limited – SDTL
4
Chaisentomg Pharmaceutical Factory Ltd
22
Mainland Headwear Holdings Ltd
5
China Resources Vanguard (HK) Co Ltd – U select
23
MaxiPro (Asia) Ltd -Kakato Premium Pet Food
6
Come In Enterprises Co Ltd – HOMEI
24
Mead Johnson Nutrition (HK) Ltd
7
Crown Gas Stoves (Holdings) Co Ltd
25
Okian Optical Co Ltd
8
CSL Mobile Limited
26
Pricerite Home Ltd
9
Dah Chong Hong Holdings Limited
27
Purepro Water Hong Kong Limited
10
Deco Classic Ltd
28
Tai Wo Tung Medicine Co Ltd
11
eprint Group Ltd
29
The International Medical Co Ltd -Citracium
12
FrieslandCampina (Hong Kong) Ltd – OPTIMEL
30
The International Medical Co Ltd -Ricqles
13
Hair Again 2000
31
UDomain
14
Harbour Cruise — Bauhinia
32
Vitamin Boost Global Ltd.
15
Hong Kong Zihua Pharmaceutical Ltd
33
wishh!
16
Imperial Parking (Hong Kong) Limited
34
Wyeth (Hong Kong) Holding Co Ltd
17
Kai Tak Cruise Terminal (managed and operated by Worldwide Cruise Terminals)
35
You Beauty
18
KIWI HOUSE
36
Zhong An Ya (HK) Trading Ltd – U100
New Awardees
1
Baa Baa Sheep Laundry
7
KOPEN ELECTRICAL CO., LTD. — OMMI CARE
2
Casa Republic (International) Limited – ITALO MODA
8
Man Shun Cheong Enterprises Ltd
3
DSG Energy Ltd
9
Opal Cosmetics (Hong Kong) Limited
4
farmfresh330
10
Prime-Living Limited
5
Imperial Enterprises Holdings Limited
11
Reckitt Benckiser Hong Kong Limited
6
In Heart Employment Agency Limited
– Published and distributed with permission of Media-Outreach.com.
