O2O Customer Experience Recognition | HKRMA

SCHEME FEATURES

“O2O Customer Experience Recognition” (CXR) aims to recognize retail brands with excellence in

delivering online and offline customer experience.  It is an one-off assessment on the performance

of the online and offline customer experience including retail outlet service and e-shop.  

Participating brands who pass the assessment will be awarded for a Recognition for 12 months with

Window Sticker, Certificate and e-logo and enter the annual award normination for 

 “Top 10 O2O Retail Brands” automatically without any extra cost.

WHAT IS C.X.R.

O2O is a necessary ingredient of omni-channel retail in order to bring a consistent experience for your customers in

physical stores and online channels.   A successful O2O strategy should combine both offline and online channels into

one seamless customer journey.

Recognized retail brands are delivering SEAMLESS ONLINE & OFFLINE customer experience 

to CONNECT and ENGAGE their customers with excellent service.

ASSESSMENT CRITERIA

Assessment criteria are covering 8 critical touch-points of online and offline customer experience.

Participating brands will receive a detailed assessment report with over 100 assessment criteria 

and comments in 5 - 7 weeks.  

For those brands who pass the assessment, they will be awarded for Recognition Window Stickers, 

E-logos and Certificate, which will be valid for 12 months and can be used in shops, e-shop, 

related advertisement and promotional materials to establish brand image and 

gain consumers' confidence.

Scheme renewal is required before the expiry date.  All expired and invalid stickers are prohibited to

 use in shops, related advertisement and promotional materials.  The recognition is the property of

 Hong Kong Retail Management Association.

ANNUAL AWARD

TOP 10 O2O RETAIL BRAND AWARDS

 Recognized retail brands, who submit application before 30 September, will enter the normination of "Top 10 O2O Retail Brands" of that calendar year automatically without any extra cost.  Winners are selected according to the total marks of the assessment result.   

The awarded brands will receive a series of media publicity (partial promotion fee will be charged for the production and newspaper supplement).

ELIGIBILITY

The participating brands shall:

• Have a valid business registration and a physical business address with substantial operation in Hong Kong;

• Be fully operative for at least a year (calculated from the first transaction date);

• Have both physical shop(s) and e-shop with a registered domain name and online check-out operating in Hong Kong;

• Engage in the retail sale of merchandise or the provision of retail services to individual customers in Hong Kong;

• Have no record of trading in counterfeit goods.

PARTICIPATION FEE

 

Member: $5,000

Non-member: $6,500

SPECIAL OFFER

(1) Free to get the extra either one of below Recognition - 

Quality Trusted E-Shop / (Premium) Quality Trusted E-shop Recognition 

 under the "All-round Plan of Quality E-Shop Recognition

(2) New Full Member who submit its first application can enjoy the special offer of $1,000 fee deduction 

of the original member price. 

APPLICATION

• Please submit Online Application Form and fill in and upload “Outlet List Form”.

• For non-member, please also submit Business Registration copies of current and previous years.

• Cheque for fee payment should be made payable to the "Hong Kong Retail Management Association Limited" and mail to 7/F First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong.

Terms & Conditions

Recongized Brands