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WATSON’S PERSONAL CARE STORES SINGAPORE GENERAL MANAGER IRENE LAU TALKS COURAGE, RELEVANCE AND THE IMPORTANCE OF A SEAMLESS CUSTOMER JOURNEY.

- JULIE COOPER

When rent is high, GDP is low and the competition is fierce, it takes more than cost savings for a business to survive, let alone thrive. With the retail apocalypse squeezing the life out of shops around the globe and many others operating in the red, Singapore’s go-to retailer, Watson’s Personal Care Stores, is somehow prospering. More than an anomaly, this forward-thinking retailer has nailed down the perfect equation for success.

“O plus O is the way to go,” shares General Manager Irene Lau. “Together, online and offline initiatives can be used to create that seamless customer experience. And the retail players that win will be the ones who can create the most seamless journey between these two.”

THE POWER OF BRANDING

Watsons is Asia’s leading health and beauty retailer. Its parent company, AS Watson Group, is the world’s largest health and beauty retail group, boasting more than 15,700 shops in 24 markets worldwide. Having that kind of supportive strength gives Watsons an edge over its competitors – especially when it comes to branding.

“We’re very blessed to be part of AS Watson Group,” Irene beams. “We have strength as a Group, supported by a consistent look and feel across our stores, innovative technology and also the equity of our brand.”

Customers can even use their Watsons One Pass (the brand’s loyalty membership card) to enjoy benefits at any of the Watsons stores across the region, from China to Hong Kong and Malaysia to Thailand. The retailer’s laser focus on the customer experience is what keeps its physical stores thriving in the digital age.