Objective

Enhance customer engagement and drive loyalty through targeted CRM strategy, data analytics, and a focused Double Points campaign across key Southeast Asian markets.

Insight

In-depth CRM analysis revealed opportunities to boost engagement by leveraging personalized campaigns, incentivizing purchases, and reactivating dormant members. Insights showed that loyal customers respond well to reward programs, and new members can be effectively converted through tailored messaging.

Strategy and Solution

This strategy highlights our agency’s ability to combine CRM expertise with loyalty-focused initiatives to drive customer engagement and retention. Using advanced data analytics, the team gained valuable insights into customer behavior, enabling personalized recommendations to enhance the overall experience and build stronger connections.

Campaign communication was thoughtfully executed through EDM and SMS blasts via the Ascentis CRM platform, ensuring timely and impactful messaging that resonated with the audience. Post-campaign analysis provided actionable insights to refine future strategies, improving both engagement and results.

Seamless customer service operations in Thailand supported the Red Tab Programme, handling inquiries through calls, emails, and the LINE App to deliver a smooth and consistent customer experience. The Double Points Campaign stood out as a key activation, offering extra rewards to incentivize purchases, boost sales, and foster brand loyalty. This natural, customer-centric approach reflects the agency’s expertise in blending CRM strategies with loyalty programs to create meaningful connections and measurable success.

Outcome

• Maximized Customer Spending: Achieved record transaction values in Malaysia and significant high-value purchases in Singapore, boosting campaign performance.
• Increased Customer Repurchases: 5% of previously active members in both markets returned to make additional purchases.
• Reactivated Dormant Customers: Successfully re-engaged inactive members through personalized campaign messages, increasing participation.
• Higher Average Transaction Values (ATVs): Both markets experienced elevated ATVs, with one surpassing its target significantly.
• New Customer Conversion: Malaysia exceeded historical conversion rates for first-time purchases, while Singapore maintained strong conversion rates, enhancing customer acquisition.