The Benefits of Providing a One-Stop-Shop for Your eCommerce Customers

In this episode…

Have you ever considered building a one-stop online store for your eCommerce customers? One place to fulfill your customer’s needs? So, do you know how to go about it?

In this episode of the Relationship Commerce Podcast, Eric Stopper interviews Greg Hayes, Co-founder and CEO of Branch, about the benefits of building a one-stop-shop for your eCommerce customers. Greg explains how he and his business partners started and scaled their furniture company, how they were impacted by the COVID-19 pandemic, and the changes they had to make for the benefit of the business.

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Greg HayesGreg Hayes is the Co-founder and CEO of Branch, an office furniture company aimed to improve the way you work. Branch was started in 2019 by Greg and his two co-founders after Greg experienced the challenges of getting office furniture for his previous company firsthand. They have done over $1 million in sales since launching their first products — and are now doing seven figures a month! Now, they’ve pivoted to a direct-to-consumer business model to thrive during the COVID-19 pandemic.

Before launching Branch, Greg was the Head of Portfolio Strategy at Breather and the Manager of Office Leasing at Oxford Properties Group. He holds a Bachelor of Commerce degree from The University of Western Ontario.

Why Should You Give Your Customers a One-Stop-Shop?

If your eCommerce business is in a category or market segment where a sale involves many steps from the time an order is placed to the moment your delivery arrives, you may want to consider providing a one-stop-shop for your customers. This will make the process simpler and more convenient for them — and will help your brand stand out from the competition. 

While working for Breather, Greg Hayes was frustrated by the products and services most furniture stores provided to offices. Their products were very expensive and it took a long time for delivery to take place. Greg decided to find a solution for these customers and founded Branch, a furniture company, in 2019. Through it, he now provides a one-stop-shop for his customer’s furniture needs that includes manufacture, sales, delivery, and installation.

Similarly, if you provide customized or personalized eCommerce products to your customers, giving them the opportunity to do everything at your store will help make things easier for them. Your brand will be the one to take care of everything on their behalf. It will take less time for them to consume the products, reduce the amount of expenses incurred, and make them happier. This will also increase the possibility of them becoming returning customers.

How to Leverage Your Existing Network to Grow Sales

When Greg and his co-founders started Branch, they did not know much about the business of furniture. To remedy this, they spent a lot of time researching and connecting with furniture designers and manufacturers to find the best people to work with before launching their new eCommerce business. When they finally launched the furniture store business, they sold all their inventory within six weeks. So, how did they do this?

One of the co-founders of the company, Verity Sylvester, was in charge of marketing and sales — even though she did not have a sales background. She reached out to her network for a list of leads and started cold calling them. Ultimately, she invited them to the company's showroom to showcase their products and this helped them close deals faster than anticipated.

If you are running a young eCommerce business and seem to have hit a snag with sales, you may want to tap into your existing network to find new prospects for your business. Collect their contact details and cold call them, or send them outreach emails. However, ensure that your products are of high quality and set at a good price point, and this will help you grow your sales volume.

Why You Should Build a Flexible eCommerce Brand

If you are planning to start a new business or are in the process of building one, it is very important to have a plan of action that will guide you along the way. You should have a detailed plan of how you will create your products, how you will market and promote them, how you will deliver the products to your customers, and how you will provide customer support. 

However, because of unexpected circumstances, things can happen and cause shifts in the way you run your business. A health pandemic could occur, there could be an economic crisis, or there may be changes in government legislation — all of which may affect how you run your eCommerce business. In such cases, don’t be afraid to make changes to your previous plan of action; the result will be remaining in business and staying competitive. 

Although Greg and his business partners knew what they wanted for their furniture business, they were forced to make some changes as circumstances demanded. For example, they had to pivot to sell directly to consumers when the COVID-19 pandemic hit and hired a customer support team to provide better customer support.

Resources Mentioned in this episode

Sponsor for this episode...

This episode is sponsored by Worth eCommerce.

Worth eCommerce is a small mighty team of eCommerce email marketers who help businesses of all sizes dramatically grow revenue with lifecycle email marketing. It is made up of copywriters, designers, strategizers, and marketing extraordinaires who specialize in nurturing relationships and guiding sales through the sheer power of email.

Worth eCommerce's sole focus is creating a lasting relationship between eCommerce sellers and their customers through the most personable form of digital connection: email. Businesses that send personable, interesting, and helpful emails earn the trust and continued business from that same customer. 

Worth eCommerce’s mission is to help small medium-sized ecommerce businesses generate more than a million dollars a year each in revenue using their own marketing channels.

To learn more about Worth eCommerce, visit

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