This blog was updated on 09 May 2025, for more information connect with our team: https://www.easystore.co/contact 

The Evolving Customer Journey in Singapore

COVID-19 significantly transformed how consumers shop, forcing businesses to quickly adapt to stay competitive. 

When Singapore's circuit breaker (CB) period began, retail was one of the hardest-hit sectors, with sales plunging by 46% due to reduced foot traffic.

However, e-commerce surged, with online retail accounting for roughly 12% of total retail sales. 

Even now, long after physical stores have reopened, consumer habits have changed permanently—many still browse in-store but make final purchases online after comparing prices or reading reviews.

Recognizing this shift, our team in Singapore held our first in-person workshop with over 50 participants, alongside partners Exabytes and EasyParcel. 

The focus was on how tapping into multichannel selling can increase revenue, reduce friction, and help brands thrive in a new digital-first environment.

Acquiring Customers Costs More Than Retaining Them

Many businesses prioritize customer acquisition—but it's important to understand that retaining existing customers is far more cost-effective. 

In fact, acquiring a new customer costs five times more than retaining one, and returning customers spend 67% more on average.

Yet identifying loyal customers and understanding their behavior can be difficult, especially with today’s non-linear customer journeys across multiple online and offline channels. 

So, how can you effectively track and market to your most valuable customers?

How EasyStore Helps Businesses Embrace Digitalization

1. Multichannel Selling

Online platforms like Facebook, TikTok, and Shopee continue to grow in importance even as physical retail returns. 

Managing these channels separately, however, can lead to inconsistent messaging, errors, or overlooked opportunities.

With EasyStore, you can sell across various platforms from one place, helping you scale while maintaining control. 

It also integrates with a point-of-sale (POS) system to unify your offline and online sales. Inventory, SKUs, orders, and customer details sync automatically across all channels.

2. Centralized Dashboard

EasyStore gives you a single dashboard to oversee your entire business. 

From inventory tracking to customer data and sales performance, you can manage everything without switching between apps. This streamlines your workflow and enables better decision-making.

3. Data & Customer Insights

Access to detailed data reports helps you better understand sales trends, customer behavior, and product performance. 

With EasyStore, you can identify:

• Who your repeat customers are

• Where they shop (online/offline, which platform)

• What they buy and how often

These insights allow you to create targeted marketing campaigns, increasing retention and sales without relying on guesswork.

4. Local Payment Integrations

One common reason for cart abandonment is limited payment options. Singaporean shoppers expect flexibility when paying online.

EasyStore supports popular local payment methods such as:

• HitPay

• FavePay

• Atome

• GrabPay

Offering these choices increases conversion rates by meeting customer expectations for convenience and security.

Cutting Through Digital Noise

With more businesses competing online, it’s harder to grab attention. 

During our workshop, Kean Shin from Exabytes shared practical tips to improve ad performance and reduce cost per conversion:

• Review high-performing keywords: Pause keywords that aren’t converting and focus on those that are.

• Time your ads strategically: Analyze traffic trends to know when your ads perform best, and increase bidding during peak hours.

• Always A/B test visuals: Test different creatives to identify which drives better engagement and lower CPA.

• Use strong calls-to-action (CTAs): Guide customers clearly toward the next step—whether it's browsing, signing up, or purchasing.

• Optimize your landing page: Keep it clean, fast-loading, and easy to navigate, with a simple checkout process to minimize drop-offs.

Delivering Across Borders with EasyParcel

One of the biggest advantages of going online is the ability to attract international customers. 

But logistics can be a challenge—especially when balancing speed, cost, and regulations.

EasyStore integrates with EasyParcel to simplify both local and international deliveries. 

EasyParcel supports shipping to countries like Hong Kong, the U.S., Taiwan, and Australia, and works with providers such as:

• NinjaVan

• Singapore Post

• Qxpress

• UPS

Charles from EasyParcel shared helpful tips for international shipping:

• Check for prohibited or restricted items per destination.

• Prepare necessary documentation (e.g. FDA documents, MSDS forms).

• Understand parcel weight calculations (volumetric vs. actual).

• Be aware of applicable taxes and duties.

With these logistics handled efficiently, you can focus more on growing your brand and less on backend operations.

Conclusion

In Singapore’s evolving digital landscape, adaptability is key to business success. The pandemic underscored the importance of blending offline and online strategies, and the need for reliable tools to manage it all.

With EasyStore, you can unify your business operations—selling through platforms like POS, Facebook, TikTok, and more—while gaining insight into your customers and simplifying your processes.

As we continue expanding in Singapore, we look forward to supporting more entrepreneurs through workshops, webinars, and hands-on guidance for sustainable e-commerce growth.

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.