Winning Malaysian Loyalty on E-Commerce

Shopee reveals what drives Malaysian consumer loyalty to their favourite brands online in its October 2022 study ‘Winning Malaysian Loyalty on E-Commerce’*. For official brands with storefronts on Shopee Mall, repeat purchases are driven by value-added services and guarantees. 87% of Malaysians surveyed prefer Shopee Mall official brands due to 100% guaranteed authentic products, hassle-free returns, and free shipping. The remaining 13% feel rewarded by exclusive product launches and Shopee Brand Memberships. 

For all other sellers across the platform, 5 in 10 shoppers repeatedly return to their favourite stores for more than 4 years due to in-app personalization and engaging recommendations. These respondents equated personalised engagements with: 25% loved product recommendations and bundles that fit their needs, 14% trusted in safe and secure packaging, 8% timely chat responses, and 4% personal gift surprises. On the other hand, 49% preferred being rewarded with vouchers and discounts over personalisation.

Kenneth Soh, Head of Marketing Campaigns at Shopee Malaysia said, “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. 

HADA LABO HYDRATING LOTION NOW UPGRADED WITH 5 HYALURONIC ACIDS FOR MAXIMUM HYDRATION

Hydration is most important and essential in maintaining healthy skin. A hydrated complexion looks more plump, healthy, and youthful looking. Having an adequately hydrated face will help to improve skin elasticity which will reduce the appearance of wrinkles. Additionally, hydrated skin also helps to combat oiliness. Dehydrated skin produces more oil because it is compensating for a lack of moisture. Dehydrated skin is also less resilient to environmental irritants. When your skin is fully hydrated, it is able to fight and flush out toxins more effectively because your cells are getting the maximum amount of hydration that they need to function at their best.  

The best ingredient for hydration is Hyaluronic acid (HA), as it is natural, has a high viscosity, and is water-retaining. It retains water just like a sponge, to achieve the efficient water-locking effect. It is often used as a base for skin care.   

Since the launch of Hada Labo in Japan in 2004, it has continued to conduct in-depth research on hyaluronic acid and is committed to providing consumers with a more perfect moisturizing experience. After 18 years of research, Hada Labo has made a new breakthrough and developed the World’s First Fermented Hyaluronic Acid! The R&D inspiration comes from the traditional fermentation process developed by the monk from Shoryakuji Temple in Nara, Japan 600 years ago. 

Hada Labo Hydrating Lotion is getting an upgrade in 2022 with the new Fermented Hyaluronic Acid! The original version is a favorite among skincare enthusiasts and features 4 types of hyaluronic acid that can deeply hydrate the skin. Its latest version contains more 5 types of hyaluronic acid and other new moisturizing ingredients.

Hada Labo Hydrating Lotion has been the No.1 lotion in Japan for 15 consecutive years and the new upgraded version is effective in replenishing moisture to the skin. In addition, it also fills the skin stratum corneum gap, forms a protective barrier, and resists various external stimuli. It not only provides hydrating effect but also helps to repair the skin barrier and makes the skin healthier and glowing.

The 5 types of Hyaluronic Acids (HA), which offers different functions include:

Large, Medium Hyaluronic Acids (HA)

Forms a powerful layer of moisture-locking shield to lock in and retain a large volume of moisture inside the skin.

Super Hyaluronic Acids (HA)

With 2X the hydration retention capacities as normal hyaluronic acid to provide skin with long-lasting hydration

Nano Hyaluronic Acid (HA)

Fine molecule-sized HA easily penetrates and infuses moisture deep into skin to improve skin elasticity and prepares skin for enhanced skin care ingredient absorption.

Fermented Hyaluronic Acid (HA)

Help to repair skin barriers, and balance the skin microbiome, which means balancing the good and bad bacteria in our skin, to keep skin healthy.

Other Hyaluronic Acid skincare products in the market have relatively large molecules. Hada Labo’s hyaluronic acids are formulated using different-sized molecules, which can penetrate different layers of the skin to offer more complete hydration.

Hada Labo Hydrating Lotion also helps to :

• Locks in moisture
• Balance oil & water
• Reduce pore size
• Enhance skin’s natural radiance
• Improve elasticity and smoothness
• Boost absorption of next skincare
• Promotes longer-lasting and non-cakey makeup.

The Hada Labo Hydrating Lotion is low irritation as it is free of paraben, alcohol, animal derivates, fragrance, colorant, and mineral oil. It is a lightweight lotion that helps absorb the next skincare better.

Direction of Use:

1. Use the product twice a day to have an apparent result.
2. Apply the lotion on the palms and gently pat onto the skin until thoroughly absorbed.
3. Store it in a cool and dry place, away from direct sunlight.

Available in two variants – the Hydrating Lotion (Rich) is suitable for normal to dry skin, while the Hydrating Lotion (Light), is suitable for normal, combination to oily skin. It is now available at all leading pharmacies and online e-commerce platforms for RM66.

Hada Labo skincare philosophy:

“PERFECT X SIMPLE”

For ultimate perfection and ultimate simplicity

Hada Labo uses the finest, purest, and highly effective ingredients to provide you with the ultimate result of beautiful skin. Inspired by traditional Japanese beauty wisdom, Hada Labo adopts a “no more no less” philosophy in the formulation of its products for the “perfect” ingredients ratio to give optimal results. Unnecessary additives, colorants, fragrances and mineral oil that will burden the skin are omitted. Only essential ingredients that are beneficial to the skin are retained to ensure maximum effectiveness – Only the best for your skin and nothing else...

About The Mentholatum Company

The Mentholatum Company Inc. Founded in 1889 is a manufacturer and marketer of non-prescription drugs and healthcare products. Headquarters are in Orchard Park, New York, U.S.A with operations in Australia, South Africa, Canada, Scotland, Taiwan, Thailand, Malaysia, Hong Kong, Mexico, South Korea, P.R China, India, and Japan. Manufacturing is carried out in 26 locations around the globe and marketing/distribution in over 150 countries. The company, privately held for 99 years, was acquired by Rohto Pharmaceutical Company Ltd. of Osaka, Japan in 1988. Rohto is a major player in the Japanese pharmaceutical market with top-selling products in the eye care, topical, and stomach relief categories. Since 1889, The Mentholatum Company has grown and prospered from a small purveyor of soaps and toiletries into an international company, marketing quality proprietary medicines around the world. In the United States, and many countries around the world, the Mentholatum family of products has earned

a reputation for quality and value. Every Mentholatum brand is sold with an unconditional guarantee of satisfaction.

Brands under Mentholatum: Lipice, Oxy, Hada Labo, Selsun, Sunplay, Rohto Eye Drops, Botanics, Deep Heating Rub, Melano CC.