CRM & Retention

Information and insights on loyalty marketing

CRM & Retention


Low Lai Chow, Event Reports, World Retail Congress Asia Pacific, March 2014
This event report discusses how three major retailers are planning for the future in Asia. Aeon, the regions largest chain, believes the idea of "mono koto" - or mixing products and experiences - will be essential, and can help fuse the online and offline worlds.

Low Lai Chow, Event Reports, Festival of Media Asia Pacific, March 2014
This event report discusses how Yum! Brands - the parent of Pizza Hut, KFC and Taco Bell - is connecting with digitally-savvy consumers in Asia. A now infamous incident of an employee being filmed tampering with food in a Malaysian branch of KFC marked a sea change in the firms approach, and it has since become adept at using platforms as varied as Facebook, the social network, and KakaoTalk, the mobile messaging app.

Low Lai Chow, Event Reports, eTail Asia, March 2014
This event report discusses how brands can target online consumers in Southeast Asia by tracking the behaviour of similar groups living in various nations, rather than segmenting by - and within - countries. It is based on the experience of Zalora, which has rapidly grown into one of the region's leading online fashion retailers.

Low Lai Chow, Event Reports, eTail Asia, March 2014
This event report shows how three travel brands are using mobile to reach consumers in Asia. Expedia, best-known as a bookings platform, is seeking to expand its remit by tailoring its website for different devices and providing an app that offers various services beyond simply securing tickets and hotel reservations.

Sarah Shearman, Event Reports, South by Southwest Interactive, March 2014
This event report discusses how AllSaints, the fashion retailer, approaches innovation. Rather than simply jumping on the bandwagon of the latest consumer and technological trends - an obvious temptation for fashion brands - the firm is taking a more measured approach.

Sarah Shearman, Event Reports, South by Southwest Interactive, March 2014
This event report discusses how McDonald's uses real-time messaging. As a brand which attracts a lot of negative commentary, and is frequently the subject of misinformation, it approached this activity with great care.

Sarah Shearman, Event Reports, South by Southwest Interactive, March 2014
This event report discusses how Nasty Gal, the online fashion retailer, is building on its digital - and, particularly, social - origins to gain a foothold in the bricks-and-mortar space. Having started trading on eBay in 2006, the brand quickly built up a loyal audience on social media, firstly on Myspace and then on Facebook.

Tahaab Rais, Warc Prize for Social Strategy, Entrant, 2014
This case study shows how Emirates NBD, a bank in the UAE, used a fully mobile, remote-controlled ATM to improve its social media presence. Called 'The Awesome Travelling Machine', the mobile ATM was sent out in public locations such as malls, walkways and promenades and the reactions of the customers who encountered it were filmed and posted online.

Ashish William and Win Huang, Warc Prize for Social Strategy, Entrant, 2014
This case study describes Procter and Gamble's, the multinational consumer goods company, sponsorship of the 2012 London Olympic Games which took a different approach to others by focussing on the relationship between athletes and their mothers. Consumer research suggests that in Asia, and China in particular, children do not have to spend a lot in order to please their moms, and yet a great number of consumers had expressed their guilt over not appreciating their moms enough.

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