3. Spenco

Specializing in therapeutic insoles, Spenco operates 11 outlets across Malaysia. 

Their customers often start in-store and later repurchase online.

“Shopee helps us stay accessible, but it’s our brand that keeps customers coming back.”

Strategies to Navigate Rising Fees

These retailers are finding smart ways to respond, highlighting a clear shift in strategy:

1. Prioritizing Brand-Centric Experiences

Marketplaces are excellent for discovery, but the real value lies in owning the customer relationship. 

Increasingly, retailers are directing shoppers to their own websites where they can offer:

• Personalized promotions

• Deeper brand storytelling

• Greater control over customer experience

Tactics like including website discount cards in product packaging help retailers shift customers toward direct engagement.

2. Personalization Is the New Human Touch

Modern consumers want personalized, thoughtful shopping experiences—not generic product listings.

On their own channels, brands can:

• Recommend related or frequently repurchased items

• Build dynamic product feeds tailored to user behavior

• Track and act on customer data for better-targeted marketing

These efforts lead to more meaningful engagement and stronger customer retention.

3. Competing on Experience, Not Just Price

Although price matters, today’s shoppers also value convenience, support, and a smooth omnichannel experience.

On marketplaces, customer service can feel fragmented. 

Queries often go through the platform, and offline staff may lack context to assist. This disconnect can frustrate loyal customers.

By ensuring alignment across all touchpoints—retail outlets, customer service, and online presence—brands can deliver seamless, trusted experiences that build long-term loyalty.

The Role of Unified Commerce in This Shift

To reduce reliance on marketplaces, more Malaysian retailers are turning to unified commerce solutions like EasyStore.

EasyStore empowers over 50,000 brands to implement Unified Customer Experiences (UCX) across:

• Online stores

• Marketplaces

• Retail outlets

• Social media

This unified approach enables retailers to maintain consistent product, pricing, and service experiences, while gaining full control over customer data and communication.

It’s not just about selling on multiple channels—it’s about creating a connected brand experience wherever the customer shops.

Conclusion

Marketplace fee hikes present significant challenges, but they’ve also become a turning point for many Malaysian retailers.

By focusing on branding, customer relationships, and channel ownership, retailers are not just surviving these changes—they’re thriving.

With the right tools and strategies, retailers can future-proof their businesses and turn rising costs into opportunities for deeper customer engagement and stronger brand loyalty.

Make Customers Love Buying From You

EasyStore empowers your brand to prioritize customers and enhance their experience, creating a unified customer experience (UCX) that makes customers love buying from you.

Over 50,000 brands have grown their businesses by embracing unified customer experiences (UCX) strategy through EasyStore across multiple sales channels - online store, retail outlets, marketplaces, and social media, ensuring consistency in product and service offerings for a seamless shopping journey.