PR Asia 2025 Singapore
marketing interactive
Customer loyalty in the digital era: How DigiSalad won the battle to retain customers?

Customer loyalty in the digital era: How DigiSalad won the battle to retain customers?

share on

Building customer loyalty is never easy. In the digital-first era, consumers are better informed and faced with more choices than ever. The key question to retailers is how they can win the battle to retain their customers. In 2022, DigiSalad helped Great Eagle Group to revamp and launch the Langham Place (LP) Customer Loyalty mobile app for the Langham Place shopping mall, transforming the LP CLUB membership programme into an innovative and exciting prospect.

2E2P customer loyalty strategy

A vital contributing factor to the great success of the Langham Place app is DigiSalad’s unique 2E2P strategy. Consisting of four different aspects: experience, engagement, privilege and personalisation. The strategy has a proven track record of retaining high customer loyalty.

Customer experience is everything, the aim is to ensure a smooth user journey allowing customers to find what they need within three clicks. Having prominent and direct call-to-action (CTA) buttons, with straightforward navigation reduces the drop-off rate in the app. Mobile app usage and customer engagement are increased by infusing gamification features into the reward program such as daily missions and challenges.

Tiered loyalty incentives build long-term relationships and make customers more loyal. In the LP app, they grouped customers into certain tiers based on pre-establish metrics. For example, the amount purchased, the number of referrals made, engagement with the app etc. The higher the membership tier, the more premium rewards they will receive.

There is no doubt that personalisation plays a huge part in user experience. DigiSalad brings it to a whole new level by introducing an A.I-powered receipt scanning feature to the LP app to capture customer data and understand their purchase behaviour. The use of automation and digitalisation technologies in receipt scanning is a game changer, saving valuable time and resources and more accurate targeted offers can be made.

digisalad client

Unique workflow to produce best-in-class quality

DigiSalad is the winner of the CRM & Loyalty Agency of the Year 2022. The agency was founded in 2016 by Tony Ng who has over 15 years of experience in the field. DigiSalad is one of the few pioneer agencies in Hong Kong specialising in user experience (UX) and user interface (UI) design, operating in Hong Kong and Taiwan with plans to expand the business outside Asia Pacific in the coming year. In the past seven years, the agency has helped over 100 brands succeed in their businesses with innovative ideas and exceptional customer loyalty strategies.

03

All projects start with market research to understand the latest trends and technologies. Then an information architecture (IA) is developed to ensure a smooth user journey with a clear next step at different touchpoints. Followed by a wireframe to define the features and to keep the concept user-focused. While many agencies are keen to shorten their project lead time to yield quicker turnover, DigiSalad takes pride in sticking to their unique work process in order to produce the highest well-rounded quality product attainable.

In the year 2023, DigiSalad will launch more flagship projects and products which utilise their strengths in UX & UI Design, customer loyalty strategies and digital transformation.

This article is sponsored by DigiSalad.

share on

Follow us on our Telegram channel for the latest updates in the marketing and advertising scene.
Follow

Free newsletter

Get the daily lowdown on Asia's top marketing stories.

We break down the big and messy topics of the day so you're updated on the most important developments in Asia's marketing development – for free.

subscribe now open in new window