A Comprehensive Guide to Indonesia’s Fast-Evolving E-commerce Landscape

Posted on June 29, 2022 by Arun James

With Southeast Asian online marketplaces booming since lockdowns, Indonesian e-commerce is expected to grow by 23.8% in 2022 to reach $30 Bn as forecasted by GlobalData. This optimistic trend can be attributed to the rising middle-class population contributing to increased internet usage (170 Mn users) – from 64% in 2020 to 73% in 2022 – alongside high smartphone penetration, cheap mobile data, and rapid digital payment adoption. The evolution of new buying preferences and habits also contributed to omnichannel commerce replacing traditional in-store purchases for leading retail outfits in Indonesia. Almost 30% of total expenditure is now online, with 1.6 billion shipments recorded in 2022. 2-3% of the GDP was thereby supported by e-commerce, which is a huge transition from 2017 when it was negligible. Moreover, the sector increased employment significantly with 26 million new jobs, primarily created by small and medium industries transitioning to commerce enablement.

E-commerce heralds Digital Transformation

Apart from building a reliable logistics infrastructure to support the influx of online orders, digital transformation was the need of the hour. Many businesses turned to in-house tech solutions by implementing partner-based applications that could merge easy payment setup and optimization seamlessly with existing operations. Global tech companies played a huge role in deploying excellent data management systems during the lockdowns. Toys, fashion, food and media purchases made up the largest share of the online revenue pie, followed closely by beauty, furniture, household and personal care. Owing to the pandemic spike in online consumption across key categories, Amazon also made heavy investments in Indonesia’s e-commerce startup market of up to $87 Bn in Ula alone. Meanwhile, Shopee, Lazada, Bukalapak and Tokopedia are all independent online marketplaces thriving in the here and now. It is, thus, safe to say that the nation’s e-commerce landscape is developing rapidly, and brands need to innovate now to retain the customers they have newly acquired, through personalization and curated brand experiences, the cornerstone of successful CRM initiatives.

Traditional E-commerce meets Social Commerce

McKinsey reported that almost 30 Mn Indonesians transact online frequently to open up possibilities for an already strong market that could go up to upwards of $40 Bn in the next 5 years. The demographic trend is towards tech-savvy, mobile-first young consumers who spend the most time connecting with peers and influencers online. It comes as no surprise, then, that social media companies such as Meta, Line, YouTube and Twitter are all investing heavily in social commerce. This subset is expected to be valued at anywhere between $15 Bn to $20 Bn in 2022. Leveraging new formats of interaction with high engagement through influencers, this mode of online purchase through social platforms is clearly then redefining the way forward for many industries.

While the goods are listed for sale online, the informal approach of social commerce, however, requires a very solid backend SKU management and delivery system. Due to fewer SKUs getting listed on social media platforms – compared to traditional web or mobile e-commerce applications – many companies are taking the ‘hybrid’ approach where they sell across all their owned platforms. This works best for the customer experience to improve progressively as the awareness of products grows through social media marketing. The strategic advantage of an integrated model, thus, far exceeds operating through individual platforms in silos.

Order tracking and last mile fulfillment depend on the same online and offline operations that are utilized by larger e-commerce players through the web or mobile applications. Hence, an omnichannel customer experience strategy is essential for the smooth functioning of e-commerce platforms – social or not – overall, as it ensures that the customer journey & data is tracked across multiple touchpoints, enabling a superior customer experience. This aspect of digital transformation was the most crucial for those Indonesian companies, in particular, who came online for the very first time during the pandemic. The need to deliver goods and services, previously available only in stores, led to varied innovations including BOPIS/ROPIS that combines online selection and order placement with offline trials or collection. Provinces outside of Jakarta are now finding better access to all that they need to be delivered at home, and are spending 10% more on delivery instead of traveling to the capital for any major purchase.

Superior Tech Implementation Proves Crucial

Whether a social media account or an online marketplace, acquiring and activating the customer and unifying customer data into a singular repository is very important for omnichannel hyper-personalization. Thus, while companies choose their e-commerce solution, they are also investing into CDP, and marketing automation software to deliver true omnichannel engagement. Companies are increasingly adopting a full-stack e-commerce stack that offers native integration with CDP, CRM/Loyalty layer and Engagement Platform. This integration enables omnichannel hyper-personalization, across storefront, mobile, social media, email marketing, loyalty campaigns, etc.

Capillary Technologies has been partnering with Indonesia’s leading brands such as Levis to enable the end-to-end omnichannel customer experience for their customers. The native integration of digital commerce and CDP+, Loyalty+ engagement capabilities enable us to offer AI-based algorithm-driven insights (nearly 70 behavioral and propensity filters) and deliver compelling campaigns at scale. Engage+, Capillary’s AI-powered engagement and automation platform, helps in precision-targeted engagement across social, in-store, email, mobile push, etc.

Across locations in Indonesia, such implementations ensure that customers remain engaged at all times, whether through messaging around new product launches or rewards and recognition based on their most-loved existing products. As a result, our Indonesian clients are seeing higher customer loyalty through online transactions than ever before. Get in touch with our experts at Capillary Technologies to know more about making a full-stack transition within e-commerce.

How Loyalty Driven E-Commerce-Leads To Higher Engagement and Better ROI

Posted on June 23, 2022 by Capillary Marcom

If there were any questions about whether e-commerce is here to stay or not, COVID 19- the global pandemic has put an end to that debate. E-commerce is widely popular, and the competition is immense. So, how can e-commerce businesses differentiate themselves in such a crowded space? Great customer service and experience, like that at a brick-and-mortar shop, isn’t always enough to keep customers coming back! You must go beyond mere customer service to aim for customer loyalty but how can brands with e-commerce businesses start this? But how to make your customers loyal?

The online marketplace is transforming due to the shutting down of physical stores and is encouraging potential customers to shop more routinely online. In the digital era, hundreds of e-commerce stores across the web sell appealing products with marvelous services. And the list of options that your customers have where they can explore and rejoice is ever-increasing, making it tough to retain customers for lengthy periods. So, if all you’re thinking about is how marketing can fix this, go for it. But, trust us, you’ll need much more to improve your retention and conversion rate. Well, it’s no rocket science. One of the best ways to survive the intense online competition is by creating a loyalty-driven e-commerce strategy for your business.

Why Loyalty Programs Have Become A Necessity For Ecommerce Businesses

E-tailers launch loyalty programs to encourage repeat business by rewarding customers for sticking with the brand. Loyalty programs are critical for e-com businesses as the cost of customer acquisition (CAC) is high. The same can be recouped only if the customer stays with the brand for a significant period of time (Customer Lifetime Value). Given the fierce competition in the digital landscape, building brand loyalty for e-commerce brands is challenging.

Challenge for eCom brands while planning an eCommerce Loyalty Program

Usually, loyalty programs rely heavily on DATA (like transactional, demographic, and behavioral data ) to reward customers on a real-time basis, provide the ideal customer experience, and run relevant coupons, campaigns, etc. All this data is readily available to eCom businesses. However, the biggest challenge here would be transmitting this data to the loyalty layer seamlessly.

Ecom platforms are inherently complex tech infrastructures with multiple third-party integrations. If brands opt for another integration, especially with a third-party loyalty platform, it would be time-consuming and challenging. It may also potentially slow-down overall site speeds, resulting in loss of business. Hence, e-commerce businesses need a platform that offers a native loyalty layer that ensures minimal challenges in integration, and without impacting the existing business operations.

The Future: An integrated e-commerce and loyalty platform

Repeat customers have a higher lifetime value, which means that you can predict a high return on investment over the customer’s projected buying time with your brand.

For example, if you spent $10 to earn a new customer and you know that over the course of time, they are likely to spend about $500 with your brand, then you’ve got a great lifetime value to CAC (Customer Acquisition Cost) ratio!

The most significant benefit of a loyalty program is that it has the potential to align your whole business with your most profitable customer segment. Successful e-commerce businesses are aware of the need for launching a customer loyalty program. With an objective to minimize implementation risks, they are looking out for full-stack e-commerce providers who offer an integrated CRM + E-commerce solution. Capillary’s Anywhere Commerce+ with its full-stack e-commerce model (native platform + growth marketing + operations management) helps businesses make E-commerce work. . Successful brands are increasingly focusing on building their brand and owning the customer relationship while entrusting e-commerce to full-stack partners such as Capillary’s Anywhere Commerce+.

The combination of integrated CRM and full-stack e-commerce proves to be significantly beneficial for marketing & loyalty management teams as they can drive a seamless customer journey, unleash full platform capabilities due to native integration of loyalty and e-commerce layers, and reduce time-to-go live. Further, businesses can also shorten the learning curve as the integrated CRM and full-stack e-commerce partners such as Capillary’s Anywhere Commerce+ bring onboard significant intellectual properties gained from running E-commerce and loyalty for leading brands across multiple geographies. Also, it is cost-effective due to the bundled nature of the offering.

At Capillary, we’ve helped marquee retail clients like Indian Terrain – a leading men’s fashion brand, in integrating their e-commerce & loyalty layers to drive tremendous growth in a very short time. “The partnership with Capillary to deploy a full-stack e-commerce solution has been very successful to help us scale up very quickly as customers move to a digital environment. The uniqueness of this model is that it allows us as a company to focus on brand, product, marketing and consumer understanding while quickly scaling up e-commerce with all operations being managed by Capillary. This ECO-SaaS( EComm Solution as a Service) will offer brands and retailers a very quick and efficient pathway to scaling up their e-commerce businesses,” Charath Narasimhan, CEO, Indian Terrian.

Watch the video here – https://www.youtube.com/watch?v=nlHOtcTagBE

Unveil the entire success story of Indian Terrain here.

Capillary wins Best Use of Customer Analytics/Data at International Loyalty Awards 2022

Posted on June 21, 2022 by Aprajeeta Singh

2022 promised a fleet of award ceremonies across different industries and the International Loyalty Awards was no exception, especially in the global loyalty landscape. ILA opened up its nomination early this year to recognize & celebrate the success of best loyalty use cases globally. Capillary Technologies took this first-hand opportunity, to participate in the Loyalty Awards that were held at Old Billingsgate in London, UK on June 14. And we are delighted to share our success story as an International Loyalty Awards Winner!

The Loyalty Awards had 20 categories listed for the year 2022. Our engagement and loyalty solutions with some of our prestigious clients made us finalists in two categories. On 14th June, at the Loyalty Magazine’s International Loyalty Awards 2022, Capillary was announced as the winner for our work with Domino’s Pizza Indonesia under the category – Best Use of Customer Analytics/Data.

And here’s what everyone said about the win…

The judges were truly elated with our insightful exposition & stated “We loved how Domino’s solved a problem many businesses have—reactivating ‘one and done’ customers. They did so by appealing to one of their customers’ strongest emotional drivers—their stomachs! Analytics and AI were used to find the best day and time to communicate to customers and incentivize them to order a pizza!

Thrilled by this shot of success—Harneet Singh, CEO at Domino’s Pizza Indonesia shares, “It’s a proud moment for Domino’s Pizza Indonesia to have won the prestigious ‘Best use of Customer Analytics and Data’ award at the ILA 2022, in partnership with Capillary Technologies. Our years of investment in building and perfecting the Data Science-based Customer Analytics model for driving incremental business growth have finally borne fruits. Not only has it helped us in understanding & engaging our customers better to drive real business results in these changing times but also got us this international recognition. We are extremely delighted with what we have achieved together with the Capillary team on this front.

Mayank Singh, CDO and VP, Domino’s Pizza Indonesia further added, “This award not only makes us feel proud but is an acknowledgment of the hard work done by both the teams at Domino’s Indonesia and Capillary Technologies. Our goal of achieving the best data management practices for the elixir of business will continue to grow. This is just the start of case studies based on the use of data in the form of business expansion, marketing enhancement, and operational efficiency that our teams will register and carry forward. Many congratulations to all the team members.”

Capillary Technologies takes pride in being an International Loyalty Awards Winner. Our hearty congratulations to all the Finalists & Winners. And a very special thanks to the organizers for orchestrating such a spectacular event & gratitude to the panel of judges. Here’s raising a toast to success with the determination of adding more accolades in the coming year.

Talk to our experts to implement such award-winning solutions for your brand and skyrocket your revenues.

Capillary Technologies Wins Best Use of Customer Analytics/Data Category with Domino’s Pizza in The International Loyalty Awards 2022

Posted on June 17, 2022 by Capillary Marcomm

Capillary Technologies wins award for Domino’s Pizza

Posted on June 17, 2022 by Capillary Marcomm

Unlock the Secrets of Personalized User Engagement with WhatsApp Marketing

Posted on June 16, 2022 by Aprajeeta Singh

With more than 2 billion active users worldwide by July 2021, WhatsApp is the most used mobile messenger app worldwide. The launch of WhatsApp Business in Jan 2018 took this messenger app to the next level, aiding hundreds of businesses & entrepreneurs. Both product & service-based businesses have been using it to manage customer interactions, take orders, share catalogs, label conversations to organize chats, and engage shoppers effectively. In addition, it powered marketers to personalize their customer interactions. As WhatsApp messaging supports rich media elements such as images, videos, documents, graphics, easy catalog sharing, link sharing, etc., direct engagement turned simpler and more approachable.

Recent research by Sensor Tower states that WhatsApp Business was downloaded 24 million times by April 2022 Worldwide. With WhatsApp expanding its range of services every now and then, the count of downloads too is booming. When the pandemic hit in 2020, businesses were pushed to use WhatsApp for order collections and customer interactions. In contrast to small & medium scale businesses, effective user engagement with WhatsApp personalization turned out to be tricky for brands and enterprises. Brands can move to third-party platforms or BSP portals in such cases, which is a tedious process. At Capillary, our experts addressed this situation by adding the WhatsApp Marketing feature to Engage+, a 1:1 customer engagement platform. In addition to WhatsApp, Engage+ also supports other major social engagement channels to address different customer interactions at multiple touchpoints. But before we dive into that, let’s walk you through the benefits of WhatsApp marketing as an engagement tool.

How WhatsApp Marketing enhances customer engagement

Target massive reach

With over 2 billion monthly active users, WhatsApp outranked WeChat in 2022 and reserved its name as the most popular global mobile messenger app. It’s an affordable alternative to traditional text messaging SMS for international messaging. Furthermore, it lets you convey your message better with rich media elements – photos, videos, documents, voice messages, GIFs, emojis, catalogs, and even the live location.

Drive better user engagement

WhatsApp is known for its fastest delivery time & better engagement in comparison to other social channels. It lets you shape your message with ready templates, send multi-lingual messages, add CTAs to keep it actionable, draft interactive engagement campaigns, and connect with your cross-border audience.

Get engagement analytics

You can track the ROI of your WhatsApp marketing strategies and campaigns with insightful reports By studying engagement analytics and harnessing the power of AI, you can make audience segmentation based on different filters to seek better insights into interaction tenures. This will push the messages to your audience at times when they are most likely to engage regularly.

Getting Started with WhatsApp Marketing with Capillary goes like

Share vitals with us

Brands can fill out a form with vital details like Facebook Business Manager Id, WhatsApp Business number & business address, etc.

We create your WABA

The capillary team will work with a BSP (WhatsApp Business Solution Provider) to create a WABA (WhatsApp business account).

Start WhatsApp Marketing

Once the account is created, brands can start sending campaign messages on the WhatsApp channel from engage+.

How Capillary enables brands to boost their conversion rates with WhatsApp Marketing

Leveraging WhatsApp as an engagement channel, marketers can improve conversion rates by pushing the rewards & discount offers. They keep shoppers updated about the latest promotions and increase in-store visits by sharing location & in-store applicable rewards. Also, they can pursue existing shoppers to make them loyal customers by offering loyalty bonuses upon customer registration, customer transactions, tier upgrade, points expiry, and so on. Capillary powers marketers to create and manage WhatsApp marketing campaigns. As a brand, you must strategize your WhatsApp marketing campaign with:

Verified Business Profile

A verified business profile is more impactful than just a WhatsApp business profile. It adds to the credibility of your brand among shoppers and assures them that they are connected with the legible brand.

Pre-approved templates

You can create templates & send them for approval from the Capillary Platform itself. The templates can be of text or media type, and CTA buttons can also be added. You can also check the approval status for the templates you’ve created.

Customer Segmentation

The audience manager feature can help you perform customer segmentation with a combination of 100+ filters for transactional & behavioral parameters. Knowing your audience better, you can plan multiple campaigns to drive better consumer engagement.

Personalization

With our customer data platform (CDP) we help you understand a 360-degree view of your customer profile. With this, we can help you personalize every user’s experience. Send the right product recommendation to the right set of audiences, at the right time, on the right channel. Moreover, you can cross-sell, up-sell, and push real-time, vouchers to increase purchases.

ROI Reporting

Utilizing an in-built reporting tool, track real-time reports & see how your campaigns perform. This gives you an upper hand to do A/B tests anytime to improve your approach to engaging with your audience. No rush, no fuss. Right from the groundwork of WhatsApp marketing to template management, customer segmentation, personalization, and reporting, you can manage it all centrally.

A look at the top WhatsApp Marketing campaigns

Businesses across all the domains can count on WhatsApp to connect & engage with their clients and customers. Here, we are sharing some of the common use cases where Capillary Tech helped brands prominent fashion brands, retail outlets, supermarkets, and several others to improve their customer engagement.

The global adaption of WhatsApp as a messenger app makes it one of the best mediums to reach your audience. And we can help you with the right marketing mix of engagement channels that can improve your brand’s ROI & bring greater engagement with mobile marketing. Register your request here for a free demo to get started with WhatsApp marketing for your business, if you haven’t already.

How brands can grow omnichannel loyalty in a sophisticated online marketplace

Posted on June 13, 2022 by Capillary Marcomm

Unleashing the Great Indian Forecourt Experience in Fuel Retail

Posted on June 10, 2022 by Anupama Basu

One of the largest segments of the Indian retail industry, the petro-retail sector is known to be the most well-organized due to the constant upgradation of its forecourts. Now, due to the massive logistics overhaul of Indian supply chains during the pandemic, there’s been a huge upsurge in demand for digitized forecourt services for both fuel and non-fuel retail offerings. Catering to emerging consumer preferences, the overarching objective of refurbishing the traditional forecourt experience is to not only smoothen mobility for last-mile delivery – accelerated by the pandemic’s e-commerce boom – but to reduce the customer churn for increased profitability. Digital payment being central, the forecourt user experience has transitioned to being omnichannel to offer multiple benefits at once. Below are the key here-and-now trends underpinned by the largest Indian fuel retailers.

1. Ancillary Offerings for Maximum Value

Traditional fuel retail services have been on the decline with a significant dip during the pandemic. Hence, it was important for large players to offer value-added non-fuel services. In addition to ATMs and convenience stores at the forecourt, there’s also been an introduction of car wash facilities, eateries and fast food joints. Due to the multiplicity of new services offered, the forecourt is now a center of increased activity beyond the archetypal motor station. The need to enable digital transactions and personalized rewards, then, changed the forecourt experience to being omnichannel entirely. Purchase decisions are aided by communication that flows from one content source to the other across the major digital channels of engagement.

2. Data and Tech Integrations Promoting Non-Fuel Products

The future of Indian fuel retailing is marked by rampant innovation. To speed up the time-to-market, most small and medium businesses rely on forecourt services that are becoming more sophisticated by the day. From a consumer perspective, non-fuel offerings gained impetus for higher convenience. Stores at the forecourt that offer multiple products through prior browsing enabled by a digital interface (an app) are observing higher sales daily. This is due to the digital transformation brought about by the integration of tech stacks backed by a single source of truth in all customer interactions.

3. Integrated Digital Payments for All

The larger flexibility of paying online has made the forecourt experience entirely cashless and contactless in favor of ease in the new normal. Customers can now pay via any of the UPI apps in addition to opting for card swipes. The seamless transactions facilitated by the flexibility of payment modes ensure that customers can fasten their purchase and get receipts sent directly to their numbers. Digital payments also account for a more transparent data collection that is integral to retargeting customers with timely marketing communications after the purchase is complete. Leading OMCs in India have all integrated digital payments in a cash-rich sector.

4. Personalized Rewards & Recognition

On the back of forecourts, the Indian fuel retail sector, which is expected to grow three times in size over the next three years, has adapted to a curated, customized and smart fulfillment that no one could have expected prior to COVID-19. To optimize digital interactions, data analytics and insights get automated through persona mapping to ensure a satisfying experience for all – whether fuel or non-fuel – services at the forecourt. Due to the efficient customer data collection at the source with e-payments – personalized rewards can be activated for different interest-based cohorts to encourage more visits and improve retention over time. Multi-tier point-based incentives that encourage greater earn and burn prove particularly useful as fuel preferences usually stay the same.

5. Instant Motor Insurance

In addition to activating loyalty programs, fuel retailers are also opting for insurance enablement. This is a service that has huge pent-up demand in India as it is a hassle to get it done manually. Traditionally, if a vehicle’s insurance expires, the customer has to visit the service center to renew it. Now with digital insurance, it can be activated in only a few steps at the forecourts that provide this service. This allows for a quick and easy solution.

6. Improving Customer-Centricity with Blockchain and AI

Blockchain and AI can significantly improve fuel station loyalty programs. Due to the preference for digital payments, blockchain and AI are able to create tailor-made solutions that address specific consumer needs. For instance, predictive analytics can determine the best fuel option for a particular customer based on analyzing his vehicle and budget at a forecourt that offers multiple fuels. For the retailer, this is particularly useful to anticipate upcoming demand surges based on fuel preferences tracked in turn. Such an ecosystem facilitates a seamless experience for both parties. You can read more about the changes blockchain technology is bringing to the loyalty stratosphere here.

The forecourt experience in Indian fuel retail is drastically changing. It has been speculated that in the near future, the final frontier of fuel retail innovation would drive to the forecourt to the consumer’s doorstep using advanced technologies. Some of these services would include quick vehicle pick-ups and drops, e-commerce enablement and instant insurance renewal. The great Indian forecourt experience is, thus, one in the making. But one thing is for certain – the transformation is focused on analytics, automation and personalization. These three pillars will determine the growth of the biggest fuel retailers the country banks on. The faster the technology adoption and implementation, the better the financial results. Partnering with the right reward enablers is a must-have in the larger strategy to ensure that customers remain engaged in the long haul. Get in touch with our experts at Capillary to know how fuel retail loyalty programs can enhance the value of digital transformation for your forecourt.

Markets: Capillary rides to Europe on METRO network

Posted on June 8, 2022 by Capillary Marcomm

Top Retail Loyalty Programs In Thailand And Their Evolution

Posted on June 8, 2022 by Aprajeeta Singh

If your brand is planning to make inroads in Thailand region, now is the time.

Globally, COVID -19 pandemic brought a massive & forceful shift from the offline-to-online market. Thailand’s increasing e-commerce market was no less as it witnessed a more significant number of mobile shoppers, roughly $15.8 billion in 2020. In fact, mobile shopping is expected to show a growth rate of 12% from here to $25 billion by 2023 in the region. Thailand also offers a gateway to both ASEAN & Asia-Pacific markets, which makes it a site for great business potential. Being the 22nd largest e-commerce market with revenue of USD 10 billion in 2021, Thailand contributed to 29% of the worldwide e-commerce growth rate. Mobile shopping experience & customer reviews on top shopping sites like JD, Shopee, Apple, Lazada, Kaidee, Amazon, Power buy, etc., too contributed majorly to the increasing rate of online shoppers. For online marketplaces like Lazada, customer loyalty has been one of the crucial parts.

As per the Global Loyalty Programs Survey in Q1 2022, Thailand’s loyalty program market is expected to reach US$ 1420.8 million in 2022 and US$ 2271.4 million by 2026. In Thailand, the loyalty programs market has shown tremendous growth for over a year. There is no better time than now to discuss loyalty programs & their evolutionary development in Thailand over the years.

Did you know that 44% of Thai shoppers purchase from businesses where they have a chance to earn rewards while shopping? As we move further, let’s talk about some of the successful loyalty programs in Thailand that worked for several brands. The trail to these loyalty programs can help you ideate loyalty programs for your organization.

Top Loyalty Programs in Thailand

1. GrabRewards by Grab

Southeast Asia’s leading transportation & mobile payments platform, Grab, announced its reward program in 2017. With a network of more than 150 top-tier merchants, including AirAsiaGo, Deliveroo, and Lazada, they acquired access to a comprehensive ecosystem of SEA’s customers. Grab is partnered with premium brands of Thailand like Central Group, Mister Donut, AuntieAnne’s, etc to let customers go cashless with GrabPay & earn rewards faster with GrabRewards. GrabRewards made Grab one of the most popular apps in Southeast Asia, with 55 million mobile app downloads. This step proved remarkable for GrabPay wallet & even for the partners, it’s been a real revenue driver deal. Grab lets its users climb the ladder of premium membership options with its tiered membership, earning more reward points and making cashless transactions.

2. The1 Card by Central Group

The1 claims to be Thailand’s largest loyalty platform that helps lifestyle brands and customers with its ecosystem of more than 1000 partners and 20000 service points. Several premium brands like Centara have leveraged and implemented successful Loyalty Programs with The1. One of the fantastic benefits The1 members get is the conversion of ecash coupons & transfer of reward points to other members. See how below mentioned brands implemented the The1 loyalty program.

Centara –

Centara hotel launched its The1 loyalty card on Valentine’s Day following the theme “Loyalty from the Heart.” The 4-tiered membership on this card lets the members strengthen their membership from Classic to Silver to Gold & to Platinum Elite. As the membership progresses, customer members could progress towards better rewards like free room, up-grades, early check-in & checkout, pre-registration, and much more. The best deal introduced by Centara was a merger of existing Central- The 1 Card to Centara- The 1 Card that gave them first hand reach to 4 million existing The1 Card users.

SPOT –

SPOT- The1 counts in the list of other successful loyalty programs for Central Retail with 7.2 million members. The combination of 2 loyalty cards in one & Central Retail Corporation allowed its members to shop & claim points while shopping from their eight business units. Its welcome pack comes for 1195 Baht, members can redeem points, and get cashback & cash vouchers. Additional advantages of The1 Card come in handy here to meet the demands of its members.

3. Esso Smiles by Esso Fuels

Esso Fuels Thailand runs numerous loyalty programs under the Esso Smiles. The major one is the Esso Smiles Driver Rewards program. The member can collect unlimited points in the card every time they opt to fuel up. The points are not only redeemable at fueling stations instead also in supermarkets, to shop for airline tickets, and while connecting with their alliance partners. They provide rewards for the additional activities and exclusive promotions. Moreover, they offer free 24- hour roadside assistance to ensure no one gets stuck due to repairing issues. Esso’s services extend to the fleet businesses in Thailand, as they provide Esso fleet cards.

4. Coffee Club Thailand by Minor International PCL

The Coffee Club Thailand is the digital wallet & loyalty app by Minor International PCL- one of the largest hospitality, restaurant, and lifestyle companies in the Asia Pacific Region. They offer a point-based loyalty reward system with a digital wallet to let the users instantly pay at the outlets in digital cash or with earned loyalty points. Their exclusive custom offers, birthday privileges, and premium gifts are meant to personalize the user experience of every club Rewards loyalty member.

Evolution of Customer Loyalty in Thailand

When you primarily invest in marketing, you place efforts on attracting interested potential customers for your product/service. Once you succeed in converting them, bringing them down the funnel, and making them the second time customers will definitely be more convincing than finding first-time shoppers.

By investing in retargeting, brands are not only making happier shoppers; but rather adding repeat sellers. In addition, satisfied shoppers automatically turn to your brand advocates and share the word about your offerings to their network of friends & relatives. To increase the engagement of these first-time shoppers, businesses across the globe are investing more in customer loyalty programs.

For customer loyalty, there are two determinants viz. Attitudinal Loyalty & Behavioral Loyalty.

Homer & Kahle 1988 mentioned the value-attitude-behavior hierarchy, which mentions that customers’ attitude drives their behavior.

You can see the change in business-customer interaction patterns also impacts customer loyalty. The shift to the digital world is one of the major reasons for the planning & implementation of e-loyalty programs. Market expansion in Thailand will contribute to a CAGR of 8% from 2021-to to 2025, as indicated by the Statista Digital Market Outlook. Regardless of the size of your company, if you want to sustain in the competitive Thai market & would like to increase the rate of your repeat shoppers, you will need a robust loyalty program in place.

It’s time to grow your brand in Thailand with the support of a loyalty program. To know more, book a free consultation with our experts to understand what loyalty programs will work for you.