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

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

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.

Unlock the Secrets of Personalized User Engagement with WhatsApp Marketing

Unlock the Secrets of Personalized User Engagement with WhatsApp Marketing

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, customer 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

WhatsApp marketing benefits

  • 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 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. 

Top Retail Loyalty Programs In Thailand And Their Evolution

Top Retail Loyalty Programs In Thailand And Their Evolution

If your brand is planning to make inroads in this 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

Thailand Loyalty Program -3

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

Thailand Loyalty Program -4

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.

  • CentaraCentara 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. 
  • SPOTSPOT- 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

Thailand Loyalty Program -5

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

Thailand Loyalty Program -6

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.