Hong Kong’s Landmark mall launches ‘e-chat ’ retail initiative

1 min readUpdated May 26, 2025May 29, 202011:03 PM

Hong Kong’s Landmark mall has launched the city’s first luxury “e-chat shopping” service on its mobile app.

The service is an enhancement of Landmark’s online shopping concierge that enables customers to select, reserve or purchase their favorite items online via WhatsApp, enabling one-on-one communication with in-store sales staff

Users of the app can receive fashion advice, trend tips and other assistance via the online concierges while browsing more than 500 items available from more than 48 of Landmark’s luxury fashion and lifestyle tenants. Participating brands include Fendi, Bottega Veneta, Tory Burch, Chopard, De Beers, Roger Vivier and R Sanderson.

Orders and payments can be made directly online, with purchases available for collection in-store or delivered directly to shoppers’ homes or choice of destination in Hong Kong within 48 hours.

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What this means

Landmark's e-chat initiative is a shrewd move to capture online luxury spending and deepen customer relationships, integrating personal service with digital convenience. Unlike typical e-commerce, this direct staff interaction offers a higher-touch experience, mirroring the bespoke service expected from brands like Fendi and Chopard. This innovation positions Landmark ahead of competitors in Hong Kong who may still rely on traditional in-store experiences or less integrated online offerings. The immediate risk is ensuring consistent, high-quality human interaction at scale, but if successful, it will likely pressure other luxury malls to replicate or surpass this offering. Retailers should closely monitor the uptake of this e-chat service and its impact on Landmark's reported sales for the participating 48 brands.

Rajiv Menon

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