In the world of perfumery, where fragrance is more than a scent but a personal experience, Emajie, led by founder Ahmad Suhail - also known as @SuhailFreeScent on TikTok and Instagram, embarks on a mission to share his transformative journey of discovering the power of perfume in boosting confidence with every customer.

Emajie strategically operates on various online platforms, including TikTok, Shopee, Lazada, Facebook, and WhatsApp. Additionally, they have established two retail stores situated in Jalan Ampang and Shah Alam, Malaysia. 

With a Unified Customer Experience (UCX) approach, Emajie has experienced remarkable growth:

• Approximately 700 orders per day
• 70% of sales originate from TikTok Shop
• Attracting 1000 new customers monthly

Unified Customer Experience (UCX)

• In 2020, the trend of selling on multiple sales channels underscored the need for businesses to establish a presence on every platform.

• In 2022, the trend had shifted towards providing an omnichannel experience, emphasizing a seamless customer journey across all channels.

• As we approach 2024, Unified Customer Experience (UCX) emerges as a strategic approach that focuses on providing a consistent, seamless, and personalized experience to customers across all interaction channels—be it online, in-store, through mobile apps, or social media.

This ensures that customers receive the same messaging, branding, and quality of service regardless of the channel they choose, fostering trust and brand recognition.

UCX also leverages data-driven insights to tailor interactions to individual preferences, placing the customer at the core of the business strategy.

Challenges That Drove Emajie To Achieve UCX:

• Restricted Product Choices: Customers faced frustration due to inaccurate stock information, limiting their options to purchase the desired scent.

• Inconsistent Staff Service Quality: Customers encountered varying service quality from different staff, making it difficult to predict their experience and leaving them unsure whether to commit to their brand long term.

• In-Store vs. Online Disparity: Despite enjoying VIP treatment in-store, customers were treated as new customers when shopping from other channels. This inconsistency in treatment would diminish overall brand loyalty, break trust, and connection.

• Fragmented Shopping Experience: Each interaction felt like a one-off, leading to a lack of motivation for repeated purchases and making it easy for customers to explore alternative options.

• Low Personalization: Customers were unable to experience the full personalized service because Emajie's staff lack access to a comprehensive database and insights on customer journeys and purchasing behaviors.

How Emajie is Winning Customers in the Fragrance Community?

1. Personalised Perfume Scent

• Personalized Recommendations: Customers receive personalized fragrance recommendations tailored to their unique tastes and past purchases.

• Pre-purchase Consultation: Through pre-purchase consultations, customers can confidently select perfumes that align with their preferences, even without the in-store experience.

2. Tailored Shopping Preference

• On-Demand Delivery/Pick-Up: Customers can seize the moment with on-demand delivery and pick-up options. Whether it's for a special occasion or a last-minute gift, customers can access their favorite perfumes at their convenience.

• In-Store Experience: For customers who are hesitant to purchase perfume without testing it first, they can visit Emajie's physical store to explore the diverse range of fragrance options.

3. Simplified Buying Journey

• Member App: Customers can shop on the mobile app and place orders without the need to remember the store URL or visit a physical store. They can check their purchase history, repurchase items they like, and choose their preferred payment and delivery methods.

• Quick SMS Login to Account: Easy account login ensures a personalized experience, eliminating the need to retype shipping details and other information.

4. Customer Support Beyond the Transaction

• Restock Reminders: Through timely pop-up notifications, fragrance enthusiasts are always in the loop about the latest arrivals and receive friendly reminders to restock their favorite scents.

• Post-purchase Customer Service: Customers can rest assured that any issues or queries will be efficiently addressed by Emajie's dedicated customer support team, fostering a sense of trust and reliability.

5. Community-Only Privileges

• Unified Rewards Program: Customers can enjoy exclusive rewards offered through Emajie's membership program, which not only makes customers feel appreciated but also encourages a deeper commitment to the brand.

• Community-Driven: Customers feel a sense of belonging, knowing they are part of a larger community that shares their passion for exquisite scents.

Emajie's Vision To Be The Next Sephora For Perfumes