Debunking RFP: What You Need to Know for 2025

Posted on November 6, 2024 by Bharat Menon

Introduction

Chances are, you’ve heard the term ‘RFP’ tossed around in meetings, setting the stage for serious discussions among clients, managers, and procurement teams. In the B2B world, Requests for Proposals are far more than formalities—they’re a crucial step in finding the right partners to bring ambitious projects to life.

In this comprehensive guide, we’ll delve into RFP territory, from its inception to why it’s essential for most enterprises. By the end of this blog, you’ll have a strong grasp on drafting an RFP from scratch for your loyalty projects.

So What Exactly Is An RFP?

An RFP, or Request for Proposal, isn’t just a bunch of paperwork. It’s essentially a business’s way of saying, “We have a project and think you can help us achieve our goals.” This document details everything you’d want to know about a project: its goals, key performance indicators (KPIs), sponsors, and the fine points of the contract.

An RFP sets the stage for potential vendors or agencies to compete by outlining expectations—such as Scope of Work (SOW), deliverables, and timelines. RFPs aren’t just for show; they’re practical tools widely used across industries. From retailers and CPG giants exploring loyalty solutions with Capillary to governments planning infrastructure, and even e-commerce companies selecting creative partners.

How RFPs Came To Be

Time for a little history lesson. Let’s rewind to the Industrial Revolution in the 1800s. This era wasn’t just about steam engines and mechanization; it also set the stage for today’s RFPs. Back then, vendor selection largely depended on word-of-mouth recommendations, which worked well in small, local markets with limited competition. As the electronic communication era began, the need for formal proposals became apparent, and enterprises started listing bids in newspapers and trade publications. As phones and fax machines became common tools in the 1960s, RFPs grew more detailed and efficient.

Fast forward to today, and the RFP process has expanded from public sector contracts to private projects, thanks to cloud-based technology and automation that make everything more efficient and transparent. It’s a far cry from the days of newspaper bids and faxed responses!

Understanding a Request for Proposal (RFP)

Think of an RFP like a superhero team-up. Imagine you are Batman fighting crime, and you have the best sidekick, Robin. Every enterprise wants to find their perfect sidekick, to tackle high-stakes projects. The RFP process might seem daunting, but it’s all about finding the perfect match. Here’s how it typically unfolds in four broad steps:

The Scope & Specifications of Your Project

The first step of an RFP process is the development phase. It involves

Outlining key objectives and specifics of the project
Conducting internal team discussions for input and alignment
Formulating KPIs to measure the project success
Understanding how to evaluate and rank vendors

Designing The Proposal for Success

With your objectives defined, the next step is to craft and release the RFP, which involves

Creating unbiased, specific questions for the RFP
Setting a project budget, evaluation criteria, and deadlines
Optimizing the RFP with stakeholder input to anticipate challenges
Leveraging RFP software to generate dynamic templates, simplifying the process

Evaluate & Shortlist Vendors

Let us look at what happens in the evaluation and shortlisting process.

Send reminders to vendors, encouraging them to submit proposals
Assess vendor responses with stakeholder and expert input
Identify strengths and weaknesses in each proposal
Follow up with vendors to clarify any open questions from the RFP

Negotiations & Contracting

Reaching the homestretch, this final phase includes both parties reaching a final agreement.

Conduct pre-negotiation checks to confirm vendor reliability
Negotiate with the supplier to assess potential compromises
Notify the chosen vendor with an RFP Award Letter
Sign the contract, covering the scope of work, deliverables, timelines, and payment schedules

The Downsides Of Using RFPs

No process is without its challenges, and RFPs can be complex. Let’s explore why RFPs might sometimes feel like more trouble than they’re worth.

Complex and Time-Consuming

Crafting an RFP is no small feat. It demands significant time and effort, often requiring an extensive list of questions and lengthy consultations with stakeholders and technical experts.

Risk of Stakeholder Biases

Stakeholder biases can pose challenges in vendor selection. Personal preferences may clash with business needs, making it difficult to find common ground. The goal should be to align stakeholder interests with the project’s objectives, ensuring the selection of the most suitable vendor.

Using Outdated Procurement Technology

Just as outdated tech hinders customer loyalty initiatives, it also complicates RFPs. Many procurement teams still rely on basic tools like Excel or Word, which makes managing and analyzing vendor responses cumbersome and prone to error. Relying on these outdated methods slows the process and increases risks of inaccuracies.

Are RFPs Worth The Hype?

Despite being labor-intensive and complex, RFPs bring several advantages to the table. Here are some key benefits of using them in procurement.

Expanding Vendor Choices

While creating an RFP can be a large undertaking, the benefit is in the options. More proposals mean you can refine your procurement strategy, making it easier to evaluate critical factors like vendor performance, offerings, and pricing. It’s about making informed decisions to get the best fit.

Boosting Transparency

RFPs allow the procurement team to lay all expectations clearly, giving vendors a transparent view of the project and the market’s pricing landscape. This mutual understanding sets the stage for effective, fair partnerships.

Streamlining Future Proposals

Consider the initial effort in creating an RFP an investment. Once you have a solid template, it becomes a reusable asset that simplifies future procurement tasks. Incorporate advanced procurement technology, and you’ll not only streamline the process but gain data insights that guide decision-making.

RFP vs. RFQ vs. RFI

RFP	RFQ	RFI
An extensive document that solicits proposals through a bidding process.	It is the pre-qualification stage of the procurement process.	Involves collecting written information about the capabilities of various suppliers.
Contains more specified questions, outlining the project goals and specifics.	More confined to strict project requirements, not giving creative flexibility to vendors.	Usually involves open-ended questions which are mostly informal.
Slightly formal, and relaxed in nature.	More formal and specific in nature.	Very specific and in-depth, looking for quotations from vendors.
Ideally used to define the scope of work, experts/stakeholders understand the landscape.	The loyalty experts/stakeholders understands the landscape and sets up the playing field to find the right fit.	Comparing vendor quotes, with enterprises exactly understanding what they’re looking for.

Find The Right Loyalty Partners With A Comprehensive RFP

Right loyalty solutions provider can elevate your campaigns to new heights. Crafting a detailed and thoughtful RFP is a key step in identifying vendors who align with your business goals and can enhance your loyalty efforts.

Ready to see how this works in action? Consider inviting Capillary Technologies to your next RFP. Explore our AI-driven Loyalty Solutions and discover how we can tailor our services to meet your specific needs. Let’s collaborate to transform your loyalty strategy!

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FAQs

What is an RFP?

RFP or Request for Proposal is a business procurement document that outlines all the key aspects of a new project like its objectives, KPIs, sponsors, and contract terms to name a few.

Why would you use an RFP?

RFPs are used by enterprises that need external help to meet their project needs like IT solutions, loyalty solutions, or CRM solutions. An RFP can help you filter down partners with the right resources, skills, and expertise.

When would you use an RFP?

An enterprise would use an RFP to lay out the playing field for enterprises, providing vital information for vendors and agencies like project objectives, timelines, deliverables, and budgeting.

What happens after the RFP?

Once you’ve got all your responses for your RFP, the procurement team will need to shortlist the vendors and send an RFP award letter.

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What Makes Singapore’s Top Loyalty Programs So Attractive?

Posted on November 3, 2024 by Capillary Marcom

With technological advancements and consumer preferences shifting, e-commerce in Singapore is booming, thanks to the rise of social e-commerce. It’s becoming an increasingly crucial part of the e-commerce landscape. What’s more, e-commerce platforms are constantly evolving and innovating, always looking to meet the ever-changing needs of consumers and keep pace with the fast-paced technological developments. In 2023, Singapore’s e-commerce market hit a whopping $8 billion and it’s expected to soar to $10 billion by 2025. Singapore is leading the way as Southeast Asia’s most advanced e-commerce hotspot.

This sudden surge in e-commerce shopping activities has brought a twist to the current retail arena in Singapore. Combating the skyrocketing shop rental costs and reduced store footfall, loyalty programs could be the hook retailers are looking at. The importance of having an omnichannel loyalty program has gained more momentum than ever. So before we distill the fine practices of a loyalty program, let’s take a closer look at some of the top loyalty programs in Singapore that have been there and done that, and that too exceptionally well.

How Are The Top 5 Rewards Programs In Singapore Attracting Customers

1. The GrabRewards – Cashless First, Loyalty Program

Leading with the changing environment around is Grab Rewards. A leading public infrastructure provider, Grab is now home to the popular App offering hyper-local services as well. Their loyalty program has gained more precedence in the last year owing to its consistent intent and endeavor of promoting cashless, contactless payments by offering more rewards. They have a 4-tiered membership where the members can climb from Member to Silver to Gold and finally Platinum by adding more points. As they have introduced GrabPay Wallet as the mode of payment, it allows its members to earn more points through the same tier benefits if they pay through Grab Wallet. The best part is its point expiration policy. As long as you make 1 Grab cashless transaction within the next 6 months of your last transaction, your points will continue to accumulate.

2. TungLokFirst – Instant Gratification Loyalty Program

With over 35 restaurants across Asia, the TungLok Group is a delight for the Singaporean diners offering both traditional Chinese fare as well as the Modern Chinese cuisine in Singapore. TungLokFirst, their loyalty program enables multiple touch points by offering members to redeem their points across different restaurants under the group. It provides personalized offers, vouchers, discounts and other delectable privileges to extend an unparalleled dining experience to its loyal customers. Besides new sign-up bonus, online sign-up bonus, birthday month special offers; members can also get more rebate during non-peak hours from Monday to Thursday on a-la-carte orders and set menus. One of the unique privileges that its members can avail is the dynamic rebates on their bill instantly.

3. CapitaStar – 24/7 Loyalty Program

Hailed as Singapore’s leading lifestyle and shopping rewards program, CapitaStar is a 24/7 app-based loyalty program that offers members to spend across CapitaLand Malls, eCapitaMall, and Capita3Eats. As part of the CapitaLand Rewards program, members earn stars and rewards for every transaction they make in the above outlets. This multi-store cardless rewards program is also available in China and Malaysia besides Singapore. With over 1.1 million members, this program has no membership fee or expiry date. It also offers additional rewards for the birthday month as well as event invitations and promotions to its exclusive member-only events at the participating CapitaLand Mall. It issues a car parking e-voucher that could be used with all the participating CapitaLand malls.

4. NTUC FairPrice Group’s Plus – Coalition Loyalty Program

Introduced by NTUC Link Private Limited, Plus is Singapore’s most popular coalition loyalty program. With a member count touching 2.3 million, it partners with 1000 outlets and allows members to earn LinkPoints which can be earned online as well as in-store purchases. These points can be redeemed for instant savings or exchanging points. In 2020, NTUC collaborated with Kopitiam and NTUC Foodfare to form the FairPrice Group. Created for its members, the Plus App offers a feature – Stamp Your Way which allows members to check in every time they visit a store and collect a reward on completing a certain number of visits. Members can also review their LinkPoints as they shop with different brands in one single view.

5. Healthy 365 – Health First, Loyalty Program

Spearheaded by the Ministry of Health and Health Promotion Board Singapore, this app-based loyalty program aims to inculcate healthy living habits. Given the pandemic has further highlighted the importance of health and immunity, this app is gaining traction amongst Singaporeans these days. Users can maintain a log of routine activity like counting the total number of steps per day, exercising time, etc. It also offers a wide array of health articles, a go-to health directory of the region, and interesting challenges. When a user signs up for these health programs and challenges, they earn Health points which can be redeemed to purchase healthier food options, groceries, and drinks.

The Future of Loyalty Programs in Singapore

As Singaporeans enjoy the benefits of freebies from loyalty programs, a recent survey highlights how non-expiring points, cashback, and rewards across multiple retailers are key incentives for new memberships. With emerging trends like Friends and Family (group loyalty) and partner programs gaining traction, it’s crucial for brands to reevaluate their loyalty strategies. Capillary Technologies’ AI-driven robust loyalty solutions offer the perfect toolkit for resolving these challenges, establishing it as the go-to loyalty platform provider for enterprises looking to take their customer loyalty to the next level. Speak to our Loyalty Experts to know more.

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FAQs

What are the top Loyalty Programs in Singapore?

The top loyalty programs taking Singapore and even Southeast Asia by storm are GrabRewards, TungLokFirst, CapitaStar, NTUC FairPrice Group’s Plus and Healthy 365.

What proportion of Singaporeans use customer reward programs?

The latest survey from YouGov research shows that about 29% of consumers in Singapore have used at least one customer reward program in the past three months.

Why Capillary is your perfect loyalty partner.

Our diverse suite of products and advanced loyalty platform gives you all the tools you need to run end-to-end loyalty programs. You’ll get a complete 360-degree scope of your customers and be able to implement unified strategies across all channels.

Capillary’s robust loyalty stack enables enterprises like yours to identify and reward customers with real-time, omnichannel, and hyper-personalized experiences, ensuring a seamless journey for your customers.

Related Blogs

Top 5 Successful Gamified Loyalty Programs From Asia

Top 5 Ecommerce Trends Pivoting To A Path-Breaking Digital Retail Strategy In Singapore

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Top Loyalty Program Myths: Debunking 10 Misconceptions In Customer Loyalty

Posted on November 2, 2024 by Summaya

There’s a common myth that loyalty is just a promotional gimmick, but that’s far from the whole story. Loyalty is really about building deeper connections with your customers and understanding the customer journey. When used correctly, loyalty programs can nurture brand loyalty.

But let’s be honest, there are plenty of loyalty program myths out there clouding our perception of customer loyalty. In this comprehensive read, we’ll dive into the real world of loyalty, bust some myths, and set the record straight. Let’s get to the facts and uncover how loyalty programs really work!

Top 10 Loyalty Program Myths

Myth 1: Loyalty is an expensive affair

A lot of marketers often dread the upfront cost involved in setting up a loyalty program for their brand. However, if one looks at it closely, they would realize that the benefits outdo the cost involved in setting up a loyalty marketing strategy. If acquiring new customers is anything to go by, then retaining old customers’ drives more revenue and sales. A recent study by Bain & Company on customer retention revealed that a meagre 5% increase in customer loyalty can increase the average profit per customer by almost five times. Isn’t it a great statistic to vouch for and frame your next marketing strategy? In fact, what could in turn be expensive is trying to build a new team from scratch to create an in-house loyalty program. This wouldn’t only be time consuming exercise but it will also mean stepping into a new territory with no experience.

Myth 2: Loyalty doesn’t generate ROI

What I can be assured of when you enroll for this program? How soon can the growth be seen? These are some of the questions on top of loyalty managers’ minds when enrolling for a loyalty program. But remember, loyalty is a long-term journey for any brand. Expecting instant results from a loyalty program isn’t fair as the brand must count both tangible and non-tangible benefits that are involved in it. When a brand ventures into loyalty marketing, a new journey starts. And in this journey, the brand must constantly reinvent their loyalty program keeping abreast with the market changes. It is thus imperative to make your loyalty program appealing to your customers by innovating with newer strategies like gamification, milestone-based rewards, personalized offers, etc.

Myth 3: Loyalty is a complex setup

While there can be complex programs like a group loyalty program but a good tech partner like Capillary will know exactly how to make it work. As a brand, working with on an already established loyalty platform will help you transition swiftly. A technology partner who not only has experience but also a proven scalability to offer new benefits. Brands shouldn’t overwhelm themselves with the pressure of implementing the entire program in one go. A quick pilot run in a smaller geography to test and learn always helps to implement better in the future with different sets of products and more territories. Get in touch with our Loyalty Experts to explore how our loyalty platform can take your loyalty strategies to newer heights.

Myth 4: Loyalty means discounting

No, no, and no! Loyalty is not just giving discounts. Many brands deviated from the loyalty path as they already offer discounts. Most of the finance teams of brands strongly believe in this. As a brand, your journey and relationship with customers need to be defined first. Identify which set of customer segments need discounts and which do not. Accordingly, communicate and send targeted messages to win your customers back.

Myth 5: Loyalty is non-measurable

And the good news is that loyalty is measurable. At Capillary, our experts have created a value-delivery model known as Loyalty Delivered Sales (LDS) framework that assures up to 20% topline revenue. This scientific framework to measure the potential of loyalty programs is a robust approach designed through an in-depth study of 100+ programs from 5 industries across 20+ countries. You can read more about this in our joint whitepaper study with BCG here.

Myth 6: Well-known brands don’t need loyalty

Another loyalty myth looming in the minds of many noted brands feels their goodwill is enough to pull customers or sustain in the competitive market. However, market dynamics are such that sometimes even the most admired brands lose their loyal customers. The pandemic is one good instance, with many brand loyalists turning into the biggest brand switchers owing to the non-availability of products on the shelves. Customer loyalty comes to the rescue, preparing brands for many such situations. We live in the times of experiential marketing where building experiences is far superior to offering a slashed price. At one point, even Starbucks didn’t have a loyalty program because everyone loved the coffee but eventually the brand ventured into a robust loyalty program.

Myth 7: Gen Z don’t relate to loyalty programs

Although GenZs who comprise a major share of today’s active shoppers, love to experiment with different brands, it is equally true that this socially active generation loves rewards and offers. One of the surveys by KPMG in the US market stated that 87% of US Millennials are enrolled in at least one loyalty program and are the most actively engaged with that program while referrals work faster and better with GenZs. When done right, loyalty programs have the ability to capture this segment well with engagement-based loyalty programs that are not tied to their overall spends. Rewarding them for non-transactional elements like referring friends or family, consuming content, or writing product reviews could be a huge boost in driving Millennials and GenZs to engage more.

Myth 8: Loyalty means giving a share of your profits

Your rewards don’t always have to be monetary in nature. It could involve offering exclusive benefits to your loyal customer base like a preview of your new products or services, informational content, early access to ongoing sales, and much more. Personalized benefits like preferential shopping timeslots, new product launch events, and free product sampling could be the levers, enterprises could implement using loyalty programs. Marketers must understand that through offers and rewards, their brand either gets more sales, a new referral, a free download of the app or free reviews. As a brand, you simply incentivize the transactional behavior of your customers for their benefit to grow your brand’s goodwill and eventually make them a loyal brand ambassador. Gathering data must not be compromised or ignored. It is a two-way road, you give rewards to get rich data and insights and this will be of prime importance in a cookie-less world.

Myth 9: Satisfied customers are your loyal customers

Simply sharing reviews or spending more isn’t enough. As a brand, you must be aware of your competitors in the same space and strategize accordingly. Uncertain events like COVID-19 pandemic definitely had many consumers shifting their loyalties to other brands. No one ever imagined but it happened. Hence, as a brand you must look at your customer behavior and reward them from time to time.

Simply sharing reviews or spending more isn’t enough. As a brand, staying ahead requires understanding your competition and strategizing effectively. Unexpected shifts in consumer preferences can quickly change the landscape, as we’ve seen when customers switch allegiances even without major prompts. Therefore, it’s crucial to continuously analyze customer behavior and offer timely rewards to truly foster loyalty.

Myth 10: Loyalty means only earning and burning points

Having a simple earn-and-burn strategy is definitely not enough. Although loyalty has evolved, unfortunately, it is the least evolved dimension in a business’s marketing and growth strategy. There are multiple products of loyalty that brands are unaware of. The 7 types of loyalty products starting from base, personalized, tier, social, digital, dynamic and partner loyalty are cohesively driven by customer behavioral & transactional divergence. It is thus imperative for brands to continue adding more features & benefits to their existing loyalty program to drive effective results.

Put Your Loyalty Program Myths To Rest With Capillary

Now that we’ve debunked various loyalty program myths, the next step to driving customer engagement and retention strategies is building and implementing comprehensive loyalty strategies.

Explore how Capillary can put your loyalty program myths to rest, driving actionable insights leveraging our robust Loyalty+ Solutions. Talk to our Loyalty Experts to explore more.

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FAQs

Are loyalty program myths really a thing?

There’s this notion amongst enterprises and customers alike that loyalty is just a promotional gimmick. These myths can stem from outdated information, oversimplified understandings of customer behavior, or misconceptions about what loyalty programs can and cannot do.

Why is it important to bust some of these loyalty program myths?

Customer loyalty has a lot going on for it with the recent boom in AI, ML, customer data analytics, and mobile apps. But it also comes with its misconceptions attracting skepticism to it from marketers and loyalty managers alike. Debunking these myths helps shift the focus from merely transactional relationships to building genuine, long-lasting customer loyalty based on value and mutual benefit.

How can Capillary put these loyalty myths to rest for your enterprise?

Capillary Intelligent Loyalty offers a suite of creative and cutting-edge software solutions designed to fully support your customer loyalty strategy. This platform places you in complete control of your business, enabling you to plan, make decisions, manage, execute, and monitor your tailored strategy. It’s crafted to meet your specific business needs, ensuring that you can build and run your loyalty programs your way.

Related Blogs

Why Brands Need to Shift from Traditional Loyalty Programs to Digital

Small Steps, Big Impact: Driving Business Growth and Creating a Better Future Through Loyalty Programs

Beyond CRM: Why Loyalty Programs Should Be Your Business’s Core Strategy

Propensity Models: Capillary’s Secret Sauce for Marketers to Predict Consumer Behavior

Posted on November 2, 2024 by Jubin Mehta

Businesses and marketers inherently try to predict customer behavior. From a local shopkeeper intuitively reading a shopper’s intent to large enterprises leveraging the power of data analytics, Artificial Intelligence (AI), and machine learning (ML), the goal remains the same: understanding customers to drive better outcomes. In helping enterprises achieve this, Propensity Models play a large role.

First introduced by Paul Rosenbaum and Donald Rubin in 1983, propensity models are statistical frameworks designed to estimate the likelihood of specific customer actions. When integrated into advanced systems like Capillary, they evolve from theoretical tools into practical filters that empower loyalty marketers to craft smarter, more effective programs. Let’s explore how these models are reshaping the future of customer loyalty.

What are Propensity Models?

Propensity models are powerful tools that help businesses elevate their marketing efforts by making campaigns smarter, decisions sharper, and customers happier. These models use advanced statistical techniques to consider all the variables—independent and confounding—that influence customer behavior. Essentially, they predict the likelihood of a particular outcome, such as whether a lead will convert into a loyal customer, using Artificial Intelligence and Machine Learning.

Think of propensity models as the backbone of predictive marketing analytics. They uncover patterns in customer behavior through machine learning algorithms, enabling marketing teams to tackle business challenges with precision. From optimizing outbound sales processes to boosting sales volume, these data-driven insights empower businesses to make informed, impactful moves. In short, propensity models are the secret weapon for turning customer data into meaningful action.

Common Challenges for Loyalty Marketers

For a marketer to run effective programs, knowing the consumer and targeting the right audience with the right message is the key. This is possible when you have a handful of customers but if we’re talking of thousands and millions of end customers across a nation or throughout the world, segmentation becomes a huge challenge.

Audience segmentation: Certain triggers like offers and promotions would only work in a particular context. For instance, if you send a “We miss you!” email to all customers in your database, it will create confusion for active customers. The system should be intelligent enough to give you this segmentation to run effective campaigns.

Too much data: Sometimes, data can get overwhelming. Different kinds of data (zero, first, second, third-party data) and the inability to make sense of it at scale can become a challenge for marketers. Data is useful only when there are systems that interpret the data and give actionable insights.

Customers with multiple identities: Many times, a customer may be associated with several identifiers, and marketers have to ensure that they have the latest data. To add to the problem, customers may change their accounts or alter their preferences which adds to the complexity of the problem.

Capillary Audience Filters: A Primer

Based on Propensity Modeling, Capillary’s team of data scientists has built predictive models used as audience filters to help loyalty marketers overcome their challenges. Capillary’s audience filters provide a proven capability to target end customers based on their shopping behavior. These AI-powered filters are backed by Capillary’s artificial intelligence retail analytics (aiRA) technology which runs models on billions of transactional data points to generate accurate results.

Types of AI-based Audience Filters and Use Cases

Capillary provides a host of filters based on many business requirements. The results of the filters can be used to create an ideal audience list that can be targeted with campaigns, promotions, communications, loyalty benefits, and more. There are use cases across verticals– from retail and fashion to CPG to F&B/QSR and more.

If we consider fashion as a segment, a simple instance could be about a brand using the ‘gender’ audience. If there’s a men’s range of clothing that needs to be promoted, this filter would be called into action. Another widely prevalent use case would be to reward customers based on their average shopping amount. If a consumer has shopped above a certain threshold, they could be rewarded with a discount or a further offer. These are simple examples but all audience group filters can be classified into several types:

Loyalty stage filters: The first stage of audience segmentation will divide customers into- loyal, non-loyal, or customers that haven’t yet enrolled in the company’s loyalty program. Drilling further, the audience can be segmented into customers who have active points, customers whose points have expired, whose slab has recently changed, who are registered at a particular store or a zone, and such.

Transaction-based filters: Another key parameter on the basis of which the audience is segmented is transaction history. These filters can help you segment the audience on the basis of when they shopped, what they have shopped for, their visit count, number of transactions, total transaction amount, and several other parameters.

Campaigns & Coupon-based filters: For any marketing program, coupons and vouchers are an important element for customer engagement. To optimize the use of this tactic, there are filters that let you build groups on the basis of- customers to whom coupons were issued during a specific period, customers who redeemed their coupons, customers who have responded to a campaign, and such.

User Profile-based filters: This is another major parameter on the basis of which audience lists are created. Depending on how rich and accurate your user profile is, the more effective this filter will be. Audiences can be segmented on the basis of- Subscription status (mobile number, email subscription preference), NDNC (National Do Not Disturb) status, demographic details, fraud propensity status of a customer, and many other parameters.

Purchase pattern filters: These are the most potent set of filters a loyalty marketer is most interested in. These filters include the ability to segment the audience according to a customer’s- average transaction value, most recent purchase, preferred day/time of shopping, the probability to be incentivized by discounts, average spend per unit item, and many more.

Artificially intelligent filters: aiRA (artificial intelligence retail analytics) powered filters are designed to target customers with a specific prediction. When you combine aiRA-powered filters with the above standard filters, the chances are much higher to achieve a better hit rate, incremental sales, and avenues to offer relevant products to customers at the right time. Some of these filters include capabilities through which one can predict when a customer will transact or when a customer will lapse.

Perfect Your Customer Outreach, Redefined with Propensity Modelling

Capillary’s advanced filters, powered by AI-driven aiRA technology, give loyalty marketers the edge they need to run highly targeted and impactful marketing programs. In today’s world of intense competition and information overload, having meaningful data is just the first step—turning it into actionable insights is where the magic happens. That’s exactly what Capillary’s filters deliver, empowering marketers to connect with customers in smarter, more precise ways and create truly memorable experiences.

Talk to our Loyalty Experts to learn more.

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FAQs

What are Propensity Models?

Propensity models use AI and machine learning to predict customer behavior, helping businesses create smarter campaigns, optimize decisions, and boost sales. As the backbone of predictive marketing, they uncover patterns in data to drive actionable insights and impactful results.

Why are Propensity Models important for Loyalty Marketers?

Propensity models help marketers enhance campaigns, target effectively, and predict behaviors like customer churn. By leveraging machine learning, they unlock greater accuracy and the full potential of personalized marketing.

What are a few common challenges Loyalty Marketers face?

Marketers face challenges like effective audience segmentation to avoid irrelevant messaging, managing overwhelming amounts of data to extract actionable insights, and dealing with customers having multiple or evolving identities, all of which complicate campaign precision.

Related Blogs

How SaaS Loyalty Technology Is Breaking the Mold of Agency-Led Solutions

Forecasting Loyalty Outcomes: How to Predict Customer Behavior

Tracking Loyalty Metrics: 8 KPIs to Measure Customer Loyalty Effectively

Posted on November 1, 2024 by Anjali Pillai

It’s no secret that customer retention delivers higher revenue than customer acquisition. Businesses that leverage loyalty program software can effectively manage customer rewards and build stronger relationships. By integrating the right loyalty software, brands can automate their programs and ensure timely, personalized communication, enhancing brand affinity and engagement.

Why Tracking Loyalty Metrics Matters

Loyal customers are the best brand advocates, surpassing any marketing campaign in driving engagement and revenue. But how do you measure the success of a loyalty program? How do you determine what’s working and what isn’t?

The key lies in tracking loyalty metrics—without them, brands risk making uninformed decisions. By focusing on the right KPIs, businesses can refine their strategies, boost retention, and maximize profitability.

Here are eight essential loyalty KPIs every brand should monitor to strengthen customer relationships.

8 Loyalty Metrics Every Brand Should Track for Long-Term Growth

1. Repurchase Ratio: How Many Customers Keep Coming Back?

The repurchase ratio, or repeat purchase rate, is a fundamental metric in brand loyalty measurement. It calculates the percentage of customers returning for additional purchases over a set period.

You can calculate this ratio, by dividing the number of repeat customers by the number of one-time purchasers within a specific period. So, if you have a total of 1000 customers and 375 of those come back to you for more goods/services within the same year, your repurchase rate is 375/1000 = 0.375 or 37.5%.

This metric provides valuable insights into customer loyalty and the effectiveness of your retention strategies. By increasing your repurchase ratio, you can foster long-term customer relationships and enhance revenue stability. These repeat customers will not only return to your business but will also be the first ones to try any new offering.

2. Upsell Ratio: Are Customers Buying More?

The upsell ratio indicates the percentage of customers who purchase additional or upgraded products from your business. When customers engage in upselling, it reflects their trust and satisfaction with your brand.

To calculate the upsell ratio, divide the number of customers who have made an upsell purchase by the total number of customers. By monitoring this metric, you can also identify opportunities to provide personalized recommendations, enhance customer experience, and increase average order value.

To understand upsell ratio calculation better, let’s take the example of an online fashion retailer, Fashion Paradise. For a given period, they had a total of 10,000 customers. During this period, 2500 of their customers not only purchased their product but also added items to their cart or opted for a higher-priced item.

In this case, the Upsell Ratio = (Number of customers who made upsell purchases / Total number of customers) * 100

Upsell Ratio = (2,500 / 10,000) * 100

Upsell Ratio = 25%

3. Customer Lifetime Value (CLV): Measuring Long-Term Revenue Impact

Imagine this, a single customer walking through your door, embarking on a lifelong adventure with your brand. Customer Lifetime Value is a comprehensive metric that quantifies the total revenue attributed to the entire relationship with a customer, including future purchases. It helps you understand the long-term value a customer brings to your business.

By calculating CLV, you can segment customers based on their value and tailor your loyalty strategies accordingly. This metric enables you to focus your resources on high-value customers, optimize retention efforts, and maximize profitability.

4. Customer Loyalty Index (CLI): Benchmarking Loyalty Performance

The Customer Loyalty Index (CLI) provides a standardized way to track loyalty KPIs over time. It combines various metrics, such as customer satisfaction, retention rate, and likelihood of referral, into a single score. CLI provides a holistic view of customer loyalty and enables you to benchmark your performance against industry standards. By regularly assessing CLI, you can fine-tune your strategies, heighten loyalty, and create extraordinary customer experiences.

5. Customer Engagement Score: Tracking Customer Activity

The Customer Engagement Score assigns each customer a score based on their activity and usage of your services. It takes into account metrics such as website visits, app usage, social media interactions, and email engagement to create a score. By measuring customer engagement, you can identify highly engaged customers who are more likely to be loyal advocates for your brand. This metric helps you personalize marketing efforts, nurture relationships, and encourage ongoing customer interactions.

6. Redemption Rate: How Many Customers Are Using Loyalty Rewards?

The redemption rate measures the effectiveness of your loyalty program by understanding how many are using your loyalty offers.

It can be calculated by dividing the total number of points or coupons redeemed by the total points or coupons issued. A high redemption rate indicates that customers are actively participating in your program and finding value in the rewards you offer. By tracking this metric, you can assess the appeal and relevance of your loyalty program, optimize reward offerings, and drive repeat purchases.

7. Participation Rate: How Many Customers Join Your Loyalty Program?

The participation rate measures the percentage of customers enrolled in a loyalty program software relative to the total customer base. It helps you gauge the program’s attractiveness and adoption among your target audience. Up your loyalty game with Capillary’s Loyalty+ software.

A high participation rate suggests that your loyalty program resonates with customers and incentivizes their ongoing engagement. By monitoring this metric, you can identify opportunities to increase program enrollment, refine program benefits, and improve customer retention.

8. Emotional Loyalty with Brierley’s Loyalty Quotient (BLQ)

Capillary’s acquisition of Brierley has introduced a unique way to track loyalty KPIs, focusing on emotional loyalty. In the realm of loyalty metrics, the Brierley Loyalty Quotient (BLQ) stands as a unique and insightful tool. By utilizing a concise and non-intrusive customer survey, comprising 14 thoughtfully crafted questions – 7 focusing on rational aspects and 7 delving into emotional aspects – the BLQ captures the essence of how customers truly feel about a brand. Through its innovative scoring algorithm, the BLQ distills the survey responses into a comprehensive index score that encompasses rational loyalty, emotional loyalty, and combined customer loyalty metrics.

The beauty of the BLQ lies in its ability to provide valuable insights not only about your brand’s performance but also about how it compares to competitors. What sets it apart is that it achieves this without requiring access to its customer database, sales data, or other proprietary metrics. With the BLQ, you can gauge your brand’s standing within the competitive landscape, uncovering strengths and areas for improvement.

The Power of Tracking Loyalty Metrics

Brands that actively track loyalty KPIs, such as repurchase ratio, upsell ratio, CLV, CLI, customer engagement score, redemption rate, and participation rate can gain valuable insights into the effectiveness of your loyalty marketing efforts. These metrics enable you to optimize your strategies, foster customer loyalty, and drive business growth.

While the customer insights platforms can help you understand your customers better, these metrics can help maintain a long-term relationship with your customers. Up your customer engagement game with Capillary’s Engage+.

Remember, consistent measurement and analysis of loyalty metrics empower you to make data-driven decisions that positively impact your bottom line. Start measuring these metrics today and unlock the true potential of your loyalty marketing initiatives.

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FAQs

1. Why is tracking loyalty metrics important for businesses?

Monitoring brand loyalty measurement helps businesses refine their retention strategies, optimize rewards, and improve customer engagement for long-term growth.

2. What are the key loyalty KPIs brands should track?

Essential loyalty metrics include repurchase ratio, upsell ratio, customer lifetime value (CLV), redemption rate, and participation rate.

3. How does loyalty software help track loyalty KPIs?

Loyalty software automates the measurement of key metrics, providing real-time insights into customer behavior and program effectiveness.

4. What is the role of CLV in loyalty program success?

Customer Lifetime Value (CLV) helps brands identify high-value customers, allowing them to prioritize retention strategies for maximum profitability.

5. How can businesses improve redemption rates in loyalty programs?

To enhance redemption rates, brands should offer relevant, high-value rewards and optimize their loyalty program software to ensure seamless point redemption.

Brand Loyalty: Top 10 Brands Who’s Program Always Stand Out, No Matter What!

Posted on November 1, 2024 by Summaya

What was the one thing that top brands focused on most during 2024?

Brand Loyalty.

Once upon a time in retail, loyalty programs were the unsung heroes, often overshadowed by flashy TV ads, eye-catching promotional offers, and bold print ads. Fast forward to today, and there is a dramatic shift. Marketers worldwide have come to realize the myriad benefits of a loyalty program, with some SuperBrands who find their way to the buyer’s heart. Through consistent marketing efforts and loyalty strategies, enterprises are gradually nurturing brand advocates. We’ll take a closer look at a few stand-out brand loyalty examples and how they got it right, really right with their loyalty programs that their customers swear by the products and services offered by them.

Ten Standout Brand Loyalty Examples

1. Apple

Talk about brand loyalty anywhere in the world, and Apple is likely the first name you’ll hear. Bloomberg reported Apple’s brand loyalty reached 93% in comparison to Android’s respectable 80%. Apple’s secret? It’s not just their trailblazing product innovation. They excel because their products and services are crafted from the rich insights they gather from their customers. A study by SellCell highlights that 61.9% of iPhone users are planning to upgrade to the iPhone 16. Now, that’s a loyal community to be proud of!

Its time to upgrade your Loyalty strategies with Capillary’s robust AI-Driven Loyalty+.

2. Amazon

When it comes to buying nearly anything online, Amazon really heard its customers. Given the pandemic paralyzed the world last year, Amazon’s delivery options were highly valued. The brand has come a long way to embrace the ideology, ‘customer is the king.’ Their new membership plan, Amazon Prime not only offers free and timely shipping but special offers, entertainment options, ad-free music, that customers can blindly rely on.

3. IKEA

Heard about the IKEA Effect? The psychological phenomenon is derived from the adulation Americans had towards their self-assembled furniture. In short, feeling joyful for an otherwise frustrating experience. From an American brand to a global furniture name, this brand too puts customer needs first to design their products accordingly. This brand brought a cultural change in people’s minds and its customers are definitely not complaining.

4. Walmart

Walmart is one of the top 3 players, scoring an impressive 73 points with Sam Club (Walmart-owned) hitting 81 points on the annual American Customer Satisfaction Index, a 3-point bump from the past year. This can be attributed to Walmart’s consistent customer engagement initiatives. Over the years, this multinational entity has taken brand loyalty seriously by adopting digital strategies and expanding on its offerings. Walmart believes that brand loyalty is not restricted to just the products they offer but to the larger audience they cater to.

5. Starbucks

Come to think of it, it’s just a cup of coffee? Knowing that a Starbucks coffee would cost you much more than coffee at a regular café. But ask a Starbucks rewards program member and they’ll tell you it’s beyond that. Their ‘order and pay’ feature on the mobile app allows customers convenience, pairing suggestions, free refills, discounts and earn stars for every transaction they make. More stars, more rewards – it’s that simple and effective.

6. Nike

Some brands shine through their innovative products, but brands like NIKE stand out for their messaging and iconic brand image. NIKE has mastered this craft. It doesn’t matter if you’re a sports enthusiast or not—this footwear giant adds a personal touch to your wardrobe by allowing you to customize the colors of your shoes right on their website. When you wear NIKE, you wear them with pride, making them a staple in your collection that you’d never think of parting with.

7. Sephora

The beauty marketplace is as huge as it is competitive. So while other brands would vie for consumer attention, Sephora packs it all under one roof which works as their biggest USP. It caters to delighting customers by giving them a one-stop shop experience. They don’t pause there, in fact, their much-acclaimed and loved tiered loyalty program offers its members invite to exclusive events, favourite brand offers, birthday specials and countless freebies on point accumulation.

8. Lululemon

It’s not just any athleisure brand but it’s a brand with a purpose. And their loyal consumers are well aware of that. The driver and promoter of healthy living and mindfulness, this is a proud parent of over 1400 ambassadors who speak for their brand across the globe. Organizing free fitness sessions and festivals, Lululemon is indeed an inspiration for its customers educating them to live a good life.

9. Domino‘s

According to the Marketing Dive, Domino’s loyalty relaunch drew 2 million members, engaging infrequent customers and carryout users. Launching its loyalty program in 2015, the brand offers new and varied pizza options to different customer segments based on their purchasing behavior. The brand has witnessed a definitive increase in its loyal customer base and overall purchase frequency. CFO Sandeep Reddy said Dominos Rewards will be a significant pillar in driving transactional growth in 2024.

10. Coca-Cola

This carbonated drink pretty much tastes the same as its competitors but for its loyal customers, it does taste different. With over 50 million Facebook fans across the globe, there is something definitely that they did right, from time to time. Building a SuperBrand image and retaining it for long, it is not the sheer promotions that make this drink grab the top shelf in stores today, but its loyal fan base.

Although this carbonated drink might taste similar to its competitors, it has a distinct flavor for its loyal fans. Mere aggressive promotions haven’t kept this drink on top of the minds and on the top shelf in stores today. Coca-Cola’s robust loyalty strategies have nurtured a dedicated fan base that has helped build and maintain its SuperBrand status that we know today.

Final Thoughts

Customer loyalty is offered, Brand loyalty is earned. The brand loyalty examples we’ve explored are a testament to the transformative power of well-crafted loyalty programs that resonate deeply with consumers. These brands haven’t just sold products; they’ve fostered genuine relationships and a community of devoted customers who champion their products and services.

Explore how partnering with Capillary can revamp your brand loyalty efforts. Talk to our Loyalty Experts to book a demo.

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FAQs

1. What are the top global brand loyalty examples?

Global brands like Starbucks, Amazon, and Apple are known for their exceptional loyalty programs, which offer personalized rewards, exclusive benefits, and seamless customer experiences.

2. How do loyalty programs impact brand loyalty?

Loyalty programs impact brand loyalty by providing personalized rewards, enhancing customer experiences, and fostering a sense of belonging, which encourages repeat purchases.

3. Why should global enterprises focus on building brand loyalty?

Global brands should focus on building brand loyalty to forge strong customer relationships, increase brand loyalty, and drive repeat business by offering personalized rewards and exclusive benefits.

Ecommerce in Malaysia: Growth, Trends & Opportunities

Posted on November 1, 2024 by Manan Kashyap

Malaysia is on the fast track in the e-commerce race, quickly positioning itself as a powerhouse in Southeast Asia. It’s not just growing; it’s booming, with projections suggesting the market will soar to a whopping US$13.43 billion by 2029, according to Statista. This isn’t just about more people shopping online; it’s about how Malaysians shop. They’re opting for online experiences that offer not only convenience but also a slew of customized payment options that cater to their unique needs.

Malaysia’s tryst with e-commerce started in 2004 with the launch of eBay Malaysia. Within a few years, two major players Lazada and Zalora launched their Malaysian operations in 2012, followed by Shopee in 2015. Over time, Shopee has grown tremendously and now attracts approximately 55 million visitors per month, making it the most visited e-commerce platform in the country. Fast forward to 2024, the number of e-commerce market users is expected to amount to 3.6bn users by 2029. The country is now catching up to bring its e-commerce infrastructure, including product availability, payments, delivery, and regulatory requirements, in line with more established online shopping markets.

Factors Spurring E-Commerce Growth in Malaysia

At 89%, Malaysia has one of the highest internet penetration rates in Southeast Asia. E-commerce growth in Malaysia is primarily driven by a growing number of digitally savvy, middle-class people who are looking for great deals and access to international brands. Here are the other major factors driving e-commerce growth in the region.

- Malaysian Government’s National eCommerce Strategic Roadmap:
  The Malaysian government is recognizing the rise in e-commerce as a tool of inclusiveness, and has announced support for empowering local micro, small, and medium enterprises (MSMEs). Further, Digital Free Trade Zones have been launched to facilitate cross-border e-commerce and widen the global market for MSMEs. This is predicted to further drive ecommerce in Malaysia.

- Seamless Delivery Logistics:
  Traditionally e-commerce players in Southeast Asia faced logistical challenges due to the fragmented topology of the region dominated by multiple islands and dense jungles. However, Malaysia is segregated into only two major parts – Peninsular Malaysia and East Malaysia; which makes e-commerce logistics a whole lot more straightforward and cost-effective.

- The surge in Online Grocery Shopping:
  Similar to other countries in the region, grocery & FMCG e-commerce is rapidly growing in Malaysia. In fact, the average revenue per user (ARPU) in Malaysia’s Grocery Delivery segment is projected to touch US$297.20 in 2023 – among the highest in Southeast Asia.

- Digitally-savvy consumers:
  Malaysia boasts of an 89% smartphone penetration. More than 29.5 million Malaysians access the internet, which too is more than 89% of the country’s entire population. Malaysia’s mobile commerce growth is outpacing overall e-commerce and is projected to become a US$8.9 billion market by 2023, with a CAGR of 19.7%.

- The Rise in Social Media:
  The lines between social media and e-commerce are increasingly blurring, thanks to several native shopping initiatives by Facebook & Instagram. Besides, social media serves as a great discovery and post-purchase platform for e-commerce businesses. As of Jan 2023, Malaysia had 26.8 million social media users which accounts for 78% of its total population. This digitally savvy, upwardly mobile segment presents a massive potential customer base for e-commerce businesses.

- Preference for Digital Payments:
  Bank transfers dominate as the primary e-commerce payment method in Malaysia, accounting for 44 percent of all transactions. Consumers in emerging e-commerce markets typically steer clear of digital payments and tend to rely heavily on Cash-on-Delivery. This has been a roadblock to e-commerce growth in several regions like India, Brazil, Saudi Arabia, etc since COD imposes scalability challenges on e-commerce businesses. Malaysia is an outlier here, with bank transfers and digital payments accounting for a whopping 93% of e-commerce transactions. With at least 50% of the population having used digital wallets for their daily needs in 2022, Malaysia leads Southeast Asia in digital wallet usage.

Key Consumer and E-commerce Trends in Malaysia

The Malaysian e-commerce space shares a lot of similarities with other emerging markets in SEA like Singapore, Indonesia & Thailand. However, there are some interesting cultural and region-specific nuances to watch out for.

- Transactions Across Borders:
  Cross-border spending is high in Malaysia and accounts for 4 out of 10 of all e-commerce transactions in the country. The major motivators for Malaysians to choose international seller brands are better prices (72%), and access to items not available in the country (49%). The top countries in the list of every Malaysian online shopper include Singapore, Japan, the United States, South Korea, and China – from where a variety of products, right from beauty to electronics, are purchased and paid for via online transactions. The Malaysian government has been proactive with these concerns through digital campaigns like “Buy Malaysia” and #SayaDigital to encourage local demand and empower Malaysians to surge the country towards a digital transition.

- Mobile-First Audience:
  Consumers in Malaysia have been quick to adapt to mobile commerce and 80% of smartphone users now use their devices to shop online.Mobile e-commerce transactions in the region are expected to reach $5.6 billion by 2021. Within the mobile category, apps are the most preferred e-commerce channel and are used for 64 percent of transactions.

- Affinity towards discounts:
  A report by Paypal found that Malaysians prefer online shopping primarily to save time and 90% of Malaysians expect their purchase to be delivered within a week. The second biggest factor that attracts consumers to shop online is cheaper prices. This could likely be driven by a rising middle class that faces comparatively high taxes and stagnating wages. This also explains why e-commerce events in Malaysia like 11.11 and 12.12 that offer higher discounts (as high as 90%) drive the highest sales in the Home & Living, Fashion, Health & Beauty, Accessories, and Mother & Baby categories.

- Ease of Digital Payments:
  Across Malaysia, bank transfers and digital wallets are the most preferred payment method. More than half of Malaysians now have an average of two cashless payment channels at their disposal and they are largely using it at food and beverage outlets, and retail stores. Digital wallets and e-wallets are fast-growing payment methods in Malaysia. The number of active e-wallet registered users has seen an explosive growth, jumping from 8.7 million in 2020 to 13.5 million in 2021, as more people turned to the method for eCommerce payments. On the other hand, it is still advisable to offer cash on delivery (COD) as a payment method, since the 45-54-year-old age group prefers COD when shopping online.

- Social Commerce:
  The rise in usage of smartphones has also led to a spike in social media commerce, especially through WhatsApp and Facebook. The country is said to be the world’s fourth-largest market for social commerce adopters and a recent survey found that 87 percent of survey respondents had bought something through apps like Facebook, Facebook Messenger or WhatsApp.

- Competition Between Regional & International Retailers:
  At the beginning of 2022, Malaysia’s most visited e-commerce site was Shoppee with 54.93 million visits, followed by PG Mall with 22.15 million. Even as these two leaders expand their product offerings and services, other regional players, such as Indonesia’s Bukalapak and Chinese players such as Taobao and Ali Express are increasing their presence on the peninsula.

- Annual Shopping Events:
  Malaysians shop online in preparation for major holidays, especially Chinese New Year and Ramadan. They visit multiple e-commerce platforms weeks ahead of these celebrations to compare products and prices. Shoppers look for gifts to give to their family and friends on Chinese New Year, as well as beauty and fashion products for self-care. Besides this, Malaysia has three major annual national shopping events—Malaysia Super Sale (March 1–31), Malaysia Mega Sale Carnival (June 15–August 31) and Malaysia Year-End Sale (November 1–December 31). International discount shopping events Singles’ Day and Black Friday in November are also rising in popularity.

Malaysia’s E-commerce Space

Malaysia’s top three e-commerce sites by traffic are marketplaces Shopee, Lazada, and PG Mall. The e-commerce space in Malaysia is dominated by self-owned, branded e-commerce websites and big online marketplaces. Here are the top ones :

How to Strategize Your Brand For Malaysian E-commerce

Given its population size and increasingly affluent middle class, Malaysia is easily one of the most attractive markets for e-commerce in Southeast Asia. Here are some strategies that retailers and brands can use to leverage this opportunity.

- Offer a diverse product range
  Concerns around product diversity have been a constant challenge for Malaysian consumers, and online sellers have the opportunity to satisfy this unmet need. The key to getting the right mix of products is to use AI-powered e-commerce platforms to understand the top products and accessories for each customer segment and dynamically personalize product pages for specific segments.

- Provide a wide range of payment options
  While bank transfers are the most preferred payment option, retailers should also include e-wallets, credit cards, and COD to serve a wider audience. Merchants should reassure customers that they have all the resources to avoid problems like outdated payment methods, unreliable delivery, and incidences of fraud.

- Offer superior fulfillment experience
  Majority of the E-Commerce Shipments take more than 2 days to get delivered in Malaysia except for the regions such as Klang Valley. Not many retailers are offering same-day deliveries yet, even though online shoppers expect it. And customers are willing to pay extra price for quicker deliveries. Allow customers to track deliveries in real-time, so they don’t have to guess the delivery dates. The key to offering a great shipping experience is to have a centralized inventory across your stores, warehouses, and other fulfillment centers.

Understand local nuances
There are certain cultural nuances that are specific to Malaysia. It’s important to know what Malaysians like to buy, and when. Understand the customs, traditions, and holidays that influence their shopping behavior, and increase conversions by personalizing marketing engagement and conversions with customers using the power of customer segmentation.

Harness The Power Of Ecommerce In Malaysia With Capillary

Malaysia’s e-commerce scene, while still budding compared to giants like China and Japan, is making significant waves across Southeast Asia. It’s the cross-border transactions that really set Malaysia apart—showcasing not just a market of size, but of immense potential, especially considering its vibrant youth population. This youthful energy is not just a promise of future growth but also a playground for innovation and engagement.

As homegrown brands start stepping up, offering not only competitive prices but also unmatched customer experiences and quality products, they have a real chance to capture the hearts of local consumers. Here’s where Capillary comes into play. Our robust Loyalty product suite facilitates Malaysian e-commerce businesses to exceed customer expectations with personalized engagements and retention strategies that keep them coming back for more. Talk to our Loyalty Experts to explore how.

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