The Memo is a one-stop shop for pregnancy, post-partum, and parenting. Founded in 2019, The Memo built their business to simplify the experience shopping for baby supplies and help more parents feel confident, prepared, and supported throughout their whole parenting journey.
With a laser-focused approach to customer experience, The Memo needed an ecommerce solution that was simple to use and unified across both online and in-store touchpoints. With Shopify’s Plus plan and Shopify POS they have built a base of loyal customers and grown their business beyond their wildest dreams.
Since moving to Shopify, The Memo has seen:
- 45% YoY revenue growth
- 60% return customer rate
The challenge: Dreams of a simplified shopping experience
When The Memo founders Kate Casey and Phoebe Simmonds started their business, the baby retail space was confusing and overwhelming for parents. Driven by their mission to provide parents with a convenient, informative, and supportive shopping experience, the duo needed a responsive and intuitive ecommerce platform that could help them build strong relationships with customers and create a seamless online experience.
Then a new challenge emerged when The Memo started opening retail stores. They wanted to ensure the in-store experience matched their high-quality online offering. This was important, given that 70% of their in-store customers also shop online, creating great omnichannel experiences became essential. The Memo also wanted an approach that would put customers at the forefront, especially since parents often visit with children in tow.
We use Shopify for everything, from sales reporting to making informed decisions on how we grow and scale the business. We’re able to understand our customers and their behaviour online, but also in store, and we can connect the two seamlessly.
The solution: Shopify POS for a convenient, unified shopping journey
The Memo first turned to Shopify to provide great online experiences, building a reliable and technically robust ecommerce site. Site speed optimisation has been a significant focus, ensuring that their platform was not only technically advanced, but also delivered substantial benefits for both the business and their customers. By relying on Shopify's functionality, The Memo has been able to create an online shopping experience that is efficient and user-friendly.
Shopify is core to how we operate. The Memo has built out an optimised website with Shopify that offers experiences that are snappy, responsive and delightful for our customers. Shopify has features that we just can’t get with other solutions.
With their online success, The Memo expanded into retail stores, aiming to replicate the high-quality experience in their physical locations. Using Shopify POS, and thanks to its native integration with the Shopify platform, they have provided customers with a unified, seamless, and simplified shopping experience across both online and in-store environments, meeting the needs of parents wherever they choose to shop. With customer information at their fingertips, The Memo’s sales team faces no hurdles helping customers reap the benefits of their loyalty program.
With Shopify, we have one core system to capture customer information, run our website, process our orders—and have an extension of those capabilities with Shopify POS to serve our customers in store. It’s seamless for our customers because they don’t have to provide us with additional information that they’ve already shared.
Meanwhile, adding click and collect to their online offering has given The Memo’s customers more flexibility in the way that they shop and the convenience of not having to wait for their order to arrive by mail.
What’s more, the Shopify Flow ecommerce automation platform has been instrumental in helping The Memo automate and personalise their email marketing efforts. Integrating seamlessly with their marketing platform, Shopify Flow allows The Memo to create personalised communications for parents. For example, based on previous purchase or search data, The Memo can instantly inform customers when their favourite items are back in stock, ensuring they never miss out on essential products.
Shopify Flow also lets The Memo automate various processes, such as tagging and managing products, which used to be highly manual and time-consuming tasks.
The result: Loyal customers and rapid growth
The Memo’s outstanding customer experience, powered by Shopify’s omnichannel solutions and unified data, has been crucial in driving repeat customers. The seamless integration between customers’ online and in-store shopping journeys has elevated the overall experience, ensuring that parents receive consistent and high-quality service wherever they shop.
Operational efficiency has also seen significant improvements thanks to Shopify's intuitive system, which has allowed The Memo to save time and resources. Being able to reinvest both in other key areas of the business, such as marketing and branding, they have further enhanced their unique customer proposition.
We don’t have to invest in web developers because it’s so intuitive with Shopify. This means we can reinvest in other areas of the business, like marketing and brand, which is our real point of difference for the customer.
Moreover, with Shopify POS The Memo has created a consistent customer experience online and in store, not only helping to position them as a leading retailer of baby supplies in Australia, but also ensuring a reputation which keeps customers coming back again and again.