The before — the same shopper, twice.
A customer who bought online and in-store was two strangers to Switchback. “Shopify had the web shopper, the POS had the in-store one, loyalty was a third app that knew neither well, and Klaviyo emailed a list that was always a little wrong,” says Nora Vance, Owner. “We were marketing to halves of people.”
Loyalty was the clearest break: points earned in-store didn’t reliably show up online, so the program that was supposed to drive repeat visits mostly drove confusion at the register.
$710/month across four tools. Split profiles for web vs. in-store shoppers. Loyalty points that didn’t cross channels.
The switch — merge the shopper.
Switchback unified its product catalog, POS, loyalty, and email onto one customer record and merged duplicate profiles in the process. Points and history now follow the shopper everywhere.
“The day a customer earned points online and redeemed them in our Portland store without anyone doing anything, that was the moment,” Vance says.
What got replaced
| Old tool | Replaced by Mewayz module | Monthly saving |
|---|---|---|
| Shopify | Online Storefront | $105 |
| In-store POS | POS & Inventory | $160 |
| Loyalty app | Loyalty & Memberships | $120 |
| Klaviyo | Email Marketing | $150 |
| Total old stack | Mewayz Business | save $710/mo |
The unlock — the customer is whole.
With e-commerce, POS, loyalty, and email unified, marketing got honest:
- Web and in-store purchases live on one customer profile
- Loyalty points earn and redeem across every channel
- Email segments on real cross-channel behavior
- Inventory is one count across web and all three stores
A loyalty program only compounds when points follow the customer everywhere. Unifying web and store profiles made the program coherent, and a coherent program is one customers actually use.
The new normal — marketing to whole people.
“We stopped sending the ‘come back’ email to someone who was in our store yesterday,” Vance says. “That used to happen constantly. Treating each shopper as one person made our marketing smarter and a lot less annoying.”