06_Asia_Customer_Loyalty_PrereadPublication

Malina’Q1: What is Asia’s strategy in driving customer loyalty

Strategy of Driving Customer Loyalty

O+OR einforce

VIP System R evamp

Personalization U pgrade • Create digital-only product bundles and special offerings • Expand ebooking services(APP only) for in-store events, workshops, product demonstrations, and new product trials • Establish dedicated free shipping product zones with supplier-covered shipping costs • End-to-end CRM system – starting from Social touch points, to the Journey in Watsons with CDC 2.0 tagging optimization , AI-empowered content optimization and integrated digital marketing blasting, timely Interaction design (AIMAS) and result tracking combined with Commercial Inputs(OptimO)

• Co-create more WoW VIP member events with Suppliers and Brands • Create personalized spending milestones with targeted rewards at each threshold • Design VIP-exclusive eStamp Program , tied directly to both ATF and ACV

Member and Point Benefits

• Develop Lifestyle Scenarios for points application • Go-live Redemption Center – fun & diverse values, even with cross-over • involve Point Earn/Burn across shopping journey , such as post purchase check, ESG rewards and etc.

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