Kidswant's "New Retail" in the Maternal and Child Industry

This case analyzes Kidswant’s internal operations and management to reveal the drivers of its success. Built on a distinctive “new retail” concept and treating customers as its core asset, Kidswant focuses on managing customer relationships to create a “single‑customer economy.” Leveraging strong digital capabilities, it has integrated retail with services, online with offline channels, and service operations with marketing—three complementary integrations—while adopting an organizational model suited to diverse, personalized needs. In doing so, it has transformed from a traditional brick‑and‑mortar maternal-and-child retailer into an omnichannel service provider for Chin