BFM Marketing Mojo x EasyStore: How Unified Commerce Boosts Business

By EasyStore Press · 8th September, 2024

BFM Marketing Mojo x EasyStore: How Unified Commerce Boosts Business | EasyStore

How Unified Commerce Boosts Business

Unified Commerce is transforming retail by delivering seamless, consistent shopping experiences across all sales channels—whether online, in-store, or through social media. 

Recently, Soh Yien Yee, Chief Relationship Officer at EasyStore, joined Roshan Kanesan on BFM's popular Marketing Mojo podcast to dive into how unified commerce is reshaping the retail landscape. Their conversation was filled with valuable insights. 

This blog is structured to help you navigate the podcast easily with timestamps, so you can jump straight to the sections that interest you most while you click on the play button below. 

Listen to the podcast here:

Whether you're curious about unifying customer experience, leveraging customer data, or strengthening customer loyalty, you'll find everything you need below.

Part 1: What is Unified Commerce?

🕒 Timestamp: 0:36

Unified commerce provides a seamless shopping experience by integrating customers, orders, and sales data across all storefronts and channels. 

As defined by Roshan - it allows businesses to centralize and manage everything in one system, offering a smooth experience whether customers shop online, in-store, or through social media.

The concept of "Unified Commerce" will also take center stage at the upcoming EasyStore Retail Summit Asia, emphasizing the importance of integrating online and offline operations.

Part 2: What To Expect At Retail Summit Asia?

🕒 Timestamp: 01:44

Retail Summit Asia 2024, hosted by EasyStore, is the ultimate event for retailers, gathering the industry's brightest minds and most innovative thinkers to explore cutting-edge trends, strategies, and technologies. 

The summit is scheduled to take place on September 18, 2024, at the Sheraton Hotel Petaling Jaya from 9 AM to 5:30 PM. 

Highlights of the Event:

  • The Era of Unified Commerce: EasyStore, will introduce their groundbreaking Unified Commerce solution, demonstrating how it bridges the gap between online and offline retail to create seamless customer experiences.

  • Case Studies: Presentations from successful merchants who have transformed their businesses through innovative retail strategies.

  • Panel Sessions: Featuring the best in class from ecosystem partners and homegrown brand owners who will share their journey as they navigate the evolving retail landscape, overcome challenges, and implement innovative strategies to grow their businesses both online and offline. Notable local brands who will be on stage include MONTIGO, Skechers Malaysia, Claire Organics, Applecrumby and more.

  • Ecosystem Exhibition: A showcase of cutting-edge solutions from our top ecosystem partners, featuring the latest technologies, tools, and services designed to enhance retail operations.

  • Breakout Rooms: Tailored interactive sessions focusing on key areas critical to the future of retail. Topics include financing strategies for growth, women in leadership, leveraging user-generated content (UGC), and exploring AI-driven solutions for content creation and marketing. 

This summit is not only an opportunity to explore commerce innovation but also a platform for organizations of all sizes to align their strategies with the future of unified commerce.

Find out more about Retail Summit Asia here. 

Part 3: Why Unified Customer Experience (UCX) matters?

🕒 Timestamp: 09:00

In today’s customer-centric landscape, discovery is far from a straightforward process. 

Businesses need to evolve to meet the increasing expectations for personalization, convenience, and consistency.

  • Flexibility To Decide: Discovery often unfolds through various channels, including ads, key opinion leaders (KOLs), and social media, sparking interest without guaranteeing immediate purchases. Customers now navigate a vast array of options and expect brands to provide information in different formats across various channels before they decide to purchase. 

  • Shopping Convenience: Customers now desire shopping options such as buy online - pick up in store, buy in store - delivery to doorstep, and even buy in store and pick up at a later date or in another location.

  • Lifestyle Alignment: Modern consumers prefer brands that seamlessly integrate into their lifestyles. Brands that adapt to customers’ preferred touchpoints—whether online, in-store, or through pop-up events—are better positioned to build lasting loyalty.

Unified Commerce empowers unified customer experience. As Yien Yee points out, this approach not only strengthens customer relationships but also enhances retention by providing a cohesive experience across all touchpoints. 

Part 4: Humanising By Digitalising

🕒 Timestamp: 18:20

When it comes to ensuring customers receive the best experience, businesses can consider a unified commerce solution that empowers strong relationships and transforms casual buyers into loyal advocates who spread the word.

EasyStore enables businesses to move forward by unifying all sales channels, enhancing the customer experience, and leveraging data to guide the next steps—ensuring a thoughtful and strategic approach to growth.

Yien Yee also highlighted a few tools that EasyStore offers to empower this transformation:

  • Customer-Centric Point of Sale: Empower your retail staff to recognize customers from various channels, delivering a tailored and memorable experience.

  • Unified Membership Program: Integrate membership benefits seamlessly across both online and offline stores, highlighting your brand's commitment to a customer-centric approach.

  • Unified Inventory Management: Provide customers with the convenience of purchasing items even when they're out of stock locally. They can choose to have items shipped from other locations or reserve them for in-store pickup.

  • Member App: Engage customers with features that allow them to stay informed about restocks, exclusive promotions, and personalized offers.

Unified commerce as a strategy also helps reduce customer acquisition costs (CAC) and prevents businesses from getting trapped in the Return on Ad Spend (ROAS) rabbit hole, ensuring more efficient and effective marketing investments. 

Part 5: Bridging the Gap For Traditional Retailers

🕒 Timestamp: 27:38

Traditional retailers face significant challenges when transitioning to online sales due to the differences in digital and physical engagement. For example: 

  • Instantaneous Response: Offline stores are not accustomed to providing instant responses, unlike online platforms where immediate interaction is expected.

  • Visibility of Traffic: Foot traffic in physical stores is visible and easily monitored, whereas online traffic is less apparent and harder to track.

  • Employee Concerns: Online sales might affect offline sales, adding complexity to the transition.

However it is important to note that online and offline shoppers have different behaviors, with only a segment overlapping. Expanding to online sales should increase the customer base rather than cannibalizing offline sales.

Unified commerce bridges these gaps by integrating online and offline operations, ensuring a seamless customer experience across all channels.

Part 6: Leveraging Data to Unify Customer Experience

🕒 Timestamp: 32:39

Unified commerce platforms offer businesses the ability to track and analyze crucial data points such as customer demographics, preferences, and shopping behaviors. 

By considerating the demographics and purchasing factors of your customer base, including businesses can manage inventory more efficiently and tailor their communication strategies.

Utilizing this data not only optimizes inventory management but also enhances overall operational efficiency, leading to a more personalized and unified customer experience.

Grab Your Tickets For Retail Summit Asia

Retail Summit Asia 2024 is set to be an invaluable experience for anyone involved in the retail industry. 

With exclusive insights from industry leaders, hands-on demonstrations of innovative solutions, and unparalleled networking opportunities, this summit will offer actionable strategies to help businesses stay ahead in a fast-changing landscape.

Event Details:

  • Date: 18th September 2024
  • Time: 9 AM to 5:30 PM 
  • Location: Sheraton Hotel, PJ 

From enhancing customer experiences to leveraging retail innovations, this summit create new possibilities in retail alongside a forward-thinking community.

Click here to purchase your tickets now. 

EasyStore Unified Commerce Solution

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.

线上线下融合,UCX 客户体验为王

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