06_Asia_Customer_Loyalty_PrereadPublication

PH STRATEGY ON DRIVING LOYALTY

ACTIVE RATE: 49.2% MSP: 60.0%

GROWTH LEVERS

GROW THE BASE

DEEPEN THE LOYALTY

BUY MORE

VISIT MORE

ACQUISITION

RETENTION REACTIVATION

EXISTING CUSTOMER NON-MEMBER

ACTIVE MEMBER Encourage upgrade to Elite

NON-WATSONS CUSTOMER

WHO

ACTIVE MEMBER with UPGRADE POTENTIAL

LAPSED MEMBER

Plus 1 Visit Strategy:

In-store recruitment

Media Placements

Plus 1 item strategy: Cross Category Offers

HOW & WHAT

Prevent churn through always-on and special offers

Stamp Program Second Purchase Reward Weekly Purchase Offer Member Mission

Strengthened Member Benefits Supplier Promotions and Partnerships

Push for Premiumization

O+O Takeover

CRM Innovation

Events and Activation

PROJECTS TO SUPPORT

Watsons Club Partners

Watsons Care Program

CRM Member Comms Personalization & Automation

Member First Campaigns: Thematic and Nationwide

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