Case Study: big big shop achieves 282% increase in active customers with Emarsys

Increasing active customers through automation and personalization

big big shop is an online shopping platform owned by Television Broadcasts Limited in Hong Kong that sells food, home goods and as-seen-on-TV kitchenware using a “show-and-sell” TV approach, engaging nearly one million shoppers during broadcasts. The pandemic drove a surge of new customers, but the company couldn’t identify, retain, or personalize communications at scale—relying on manual processes and generic batch emails instead of automated 1:1 lifecycle messaging.

By adopting Emarsys, big big shop launched 15+ omnichannel automations, used customer intelligence and AI-driven product recommendations, and synced real-time data to deliver personalized messages across email, web, app and ad platforms—automating key journeys like abandoned cart, browse and post-purchase. Within 12 months they achieved major gains: AOV +96%, first purchases +113%, number of orders +283% and active customers +282%.

big big shop

Erica Lau

Marketing Director