#AOTYAwards spills: XGATE on the importance of loyalty and personalisation

This year XGATE walked away with bronze award for CRM & Loyalty Marketing Agency of the Year at the Agency of the Year awards. At the heart of the full service digital marketing agency is its proprietary DMS suite consists of a diverse range of multi-channel marketing from mobile to email, social and web. It also has numerous tech solutions such as marketing automation, CRM and loyalty system, data management platform, social media marketing, SMS gateway and others.

Apart from CRM & loyalty management, DMS provides real-time campaign performance tracking, behaviour analytics, reporting; and act as a social CRM for leads generation and nurturing. Hence, helping its clients to engage with customers throughout the entire lifecycle journey to optimise marketing ROI and build customer loyalty to grow their lifetime value.

According to Tang Pak Kay, business development director of XGATE, “Winning this award serves as a confidence booster to our clients, knowing that XGATE is committed to working and supporting our clients in building customer retention and brand loyalty with their members and consumers."

This interview is done as part of MARKETING-INTERACTIVE’s winners and finalists’ interview series. To find out more about the awards, click here.

How has your clients' marketing plans shifted this year?

Tang: Due to this unprecedented pandemic, many of our clients are starting to reach out to us to review and re-evaluate their marketing plans, especially in fostering a stronger relationship with their customers. We are privileged to be able to help them strategise new member recruitment and engagement solutions on various touchpoints.

What are some of the trends you see carrying on post-pandemic, and how are you readying your workforce to be ready with these trends?

Tang: Brands are starting to pay more attention and invest more resources on digital marketing strategies to engage with their customers. They see the need to offer personalised messages and promotions on multiple touchpoints to reach out to their customers and track their behaviors more religiously. The team is definitely expanding to support the increasing customer pool. At the same time, we are also doing more integrated campaigns on various platforms.

What do you think makes for great marketing these days?

Tang: Timeliness, relevance and personalisation. These are the key ingredients in achieving the marketing objectives. The right message / offer needs to reach your customers at the right time they are seeking for the particular information. Once the customer can identify and resonate with the message, that is when he/she is more open and receptive to your brand. Ultimately, personalisation – the ability to customise a particular offer that is one-of-its-kind for the customer, and creating a unique and exclusive customer experience.

How are you planning for 2021?

Tang: Year 2021 will be an exciting and busy year for us. We are expanding our marketing functions to the existing clients who are enhancing their marketing strategies; introducing more sophisticated marketing capabilities XGATE’s R&D team has developed. In addition, working with some new accounts we have won. We hope that 2021 will bring more opportunities for everyone and break new forays in the marketing landscape. We are eagerly looking forward to an exciting year ahead!