Winning Malaysian Loyalty on E-Commerce

Kenneth Soh, Head of Marketing Campaigns at Shopee Malaysiasaid, "It's encouraging for brands to know that Malaysian consumers are very discerning online and will be loyal to brands that can be trusted. When faced with two similar sellers, 6 in 10 customers still choose official Shopee Mall brands because Shopee ensures users receive twice their money back if the products purchased on Shopee Mall are not authentic. Shopee Mall is trusted by over 4,500 partner brands in Malaysia and many of whom are integrating their offerings and campaigns with us to better serve their customers."

"We are pleased to see many sellers driving more engagement with higher levels of customer service, winning customer loyalty as a result. We aim to innovate new in-app features that will provide extra added value for all users and a better buying-and-selling experience on Shopee," Soh added.

When not shopping online, survey respondents indicate that the primary driver of continued in-app engagement is discovering new interests on the platform; 42% surveyed enjoy exploring new products and trends. 36% play games, 14% participate in lucky draws. The remainder watch Shopee Live for entertainment or make donations to their favourite NGOs.

According to the study, Malaysian shoppers do not only purchase the things they need and love from brands they are loyal to, they want to be entertained, connect with others, be inspired, and do so with an ease of mind. It is no surprise therefore that 60% of long-time sellers on the platform (over 5 years) build positive relationships with customers on Shopee through a combination of timely seller support features, market-researched offerings and affiliate networks. For example, 14% use Shopee Chat to cultivate and nurture deeper, more trusting relationships. Since 2019, Shopee Live has also seen sellers launch streams to demonstrate products, answer buyer questions, and get real-time feedback from shoppers.

'Winning Malaysian Loyalty on E-Commerce' is part of Shopee's thought leadership series of year-end consumer and seller trends during big e-commerce campaigns. These data-driven insights allow business owners and brands to retain and reward loyal shoppers online.

Notes to Editor：

1. Survey Methodology*

Hashtag: #Shopee

References

1. ^{^} Media OutReach (www.media-outreach.com)