Contactless services and customer value. Lessons from a Chinese boss

In China, Intime Retail (65 department stores and shopping centres plus the Miaojie e-commerce app.) has already reported activity back to 2019 levels. The Covid-19 crisis has allowed considerable expansion of e-commerce. “During stores closure, e-commerce retained 35% of previous sales” said C.E.O. Xiaodong Chen. By May 2020, we returned to last year’s level of sales despite a 70% drop in visitors. Our rate of conversion from enquiry to sale has increased. In 1 year, e-commerce has risen from