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

 

 

 

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