This blog was updated on 26 May 2025, for more information connect with our team: https://www.easystore.co/contact 

How Emajie Builds Customer Loyalty Through a Personalized Fragrance Experience

In the world of perfumery—where scent is deeply personal—Emajie, founded by Ahmad Suhail (widely known as @SuhailFreeScent on TikTok and Instagram), is redefining the fragrance experience. 

His mission is clear: help customers discover how perfume can boost their confidence and self-expression.

Emajie operates across multiple platforms, including TikTok, Shopee, Lazada, Facebook, and WhatsApp, alongside two physical stores in Jalan Ampang and Shah Alam, Malaysia. 

By adopting a Unified Customer Experience (UCX) strategy, Emajie has achieved impressive results:

• 700 orders per day

• 70% of sales from TikTok Shop

• 1,000 new customers acquired monthly

What Is Unified Customer Experience (UCX)?

• 2020: Businesses focused on being present across multiple sales channels.

• 2022: The priority shifted to omnichannel experiences that offer seamless customer journeys.

• 2024 and beyond: UCX takes this a step further—providing consistent, personalized, and data-driven experiences across all touchpoints, from online stores to social media and retail outlets.

UCX ensures branding, messaging, and service are unified across every channel, enhancing customer trust and loyalty. It also enables businesses to tailor interactions based on customer data and behavior.

Why Emajie Adopted UCX

Before embracing UCX, Emajie faced several challenges:

• Limited Product Availability: Outdated stock info frustrated customers and limited their fragrance choices.

• Inconsistent Service: Customers encountered varying service quality depending on the staff, making the experience unpredictable.

• Disjointed Experiences: While VIP service was offered in-store, online shoppers were treated like first-time buyers, leading to loyalty loss.

• Lack of Continuity: Shopping felt transactional, with little motivation to return.

• Minimal Personalization: Staff lacked access to comprehensive customer data, limiting personalized service.

• Tailored Suggestions: Customers receive fragrance recommendations based on past purchases and personal preferences.

• Consultation Before Purchase: Pre-purchase consultations help customers confidently choose scents—even without visiting a store.

2. Flexible Shopping Options

• On-Demand Delivery & Pickup: Whether it’s a last-minute gift or personal treat, customers can receive their orders quickly and conveniently.

• In-Store Experience: Customers who prefer to test fragrances can visit Emajie’s retail locations for hands-on exploration.

3. Seamless Buying Journey

• Mobile Member App: Customers can browse and order via Emajie’s app, view their purchase history, reorder favorite items, and select delivery options—all in one place.

• Quick SMS Login: Logging in is easy and fast, helping ensure every customer gets a personalized shopping experience without repetitive data entry.

4. Post-Purchase Support

• Restock Notifications: Customers receive alerts when favorite items are available again.

• Dedicated Customer Service: Emajie’s support team handles inquiries efficiently, strengthening customer trust beyond the sale.

5. Community-Exclusive Benefits

• Unified Rewards Program: Loyalty points and perks make customers feel valued while encouraging repeat purchases.

• Fragrance Community Engagement: Emajie fosters a community where perfume lovers can connect and feel part of something bigger.

Emajie’s Vision: Becoming the Sephora of Perfume

Emajie envisions becoming the go-to fragrance destination—just as Sephora is for makeup lovers.