CitizenM: Optimizing the customer experience with Adyen
“Love, Bonito started unofficially 13 years ago when my friends and I were selling our pre-loved clothes online. The business has evolved since. We now create our own prints and design our collections in-house. Besides growing our online presence, we’ve also expanded the Love, Bonito experience to our physical stores,” says Love, Bonito co-founder, Rachel Lim.
Along with the expansion of Love, Bonito’s business is its strong community of fashion-loving, confident women who have grown with the brand not just in Singapore, but also in countries like Malaysia, Indonesia, Cambodia – and its most recent addition, Hong Kong.
To cater to its fast-growing international customer base online and in-store, Love, Bonito has chosen Adyen to offer seamless payments that make shopping with the brand even more enjoyable.
Watch the case study video to discover how Love, Bonito and Adyen are working together.
Case study – Love, Bonito & Adyen: Unified commerce for today’s empowered shoppers
Love, Bonito and Adyen started our partnership in late 2018 with the brand’s second Singapore store at popular shopping destination, JEM.
Rachel: “During our expansion phase, we were looking for a payment partner that can provide our customers with a seamless shopping experience. That’s when we found Adyen and they now provide our customers with a unified payment experience online and offline.”
“For brands like Love, Bonito that’s growing beyond their home country and to the rest of the region, it’s really important to choose a payment service provider that can support them wherever they set up shop,” says Adyen’s APAC President, Warren Hayashi.
He adds, “Adyen is very excited to be working with Love, Bonito, providing them with a unified commerce solution, as they expand online and offline, from Singapore, to Hong Kong and to the rest of the world.”
“There are many changes in retail, especially in Asia Pacific. Shoppers are increasingly looking for unique experiences across channels – something Adyen’s platform can readily provide. Love, Bonito is a great example for selling both online, as well as through their stores, and through social media for their connected shoppers,” mentions Warren.
While Adyen helps provide a fast and secure checkout online, and seamless payments in-store via our point-of-sale (POS) terminals accepting card payment options as well as Apple Pay and Google Pay, the advantage of Adyen’s solution is our unified commerce offering.
Warren says, “In a unified commerce environment, linking the payments data from online and offline purchases gives retailers a true glimpse of what the consumer looks like.”
“When we get to understand our customers from a holistic point of view, it allows us to better create for them, and also to give them the personalized shopping experience they desire,” Rachel adds.
Adyen provides Love, Bonito's customers with a unified payment experience online and offline.
Love, Bonito’s customer-centric approach is apparent in every step along the shopper’s journey – from outfit inspiration online and on their Instagram, to modular fitting rooms in-store for friends to shop together.
Warren: “When you walk into a Love, Bonito boutique, like the one in Singapore’s Funan Mall, one of the things you notice is that there are iPads there so that when you want to buy something that is out of stock in-store, you can purchase online through the iPad and have it delivered home. For retailers, it’s no longer about going from online to offline or the other way around. It’s putting the consumer in the center of the transaction.”
In fact, Love, Bonito’s stores and store features are inspired by their shoppers. For example, their very Instagrammable Funan store was created with the connected shopper in mind. The store also has a community space for events, workshops, and brand collaborations for the Love, Bonito community to grow together.
Rachel: “Shoppers can also look forward to the rollout of various omnichannel touchpoints in our store such as the click-and-collect services, the omnichannel redemption gift cards, store credits, the return for instant credits, endless aisles and more. We’re really excited to see where this partnership with Adyen would take us.”
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