Digital Loyalty Marketing for Customer Experience Management

Like any other Customer Experience Management task, Loyalty Marketing has been digitized as well, providing CX Managers the ways to communicate with their customers one-by-one, personalized, and with their interests in mind.

Loyalty Marketing in the Digital Platform is more modular – more flexible than before. At one point, you can launch your loyalty app; then in the succeeding years of its existence you can add more features. This also applies to those who browse your website on their desktops, laptops and even tablets.

Unlike loyalty programs in the past, these processes can now tap more consumer touch points. For example, your loyalty can be measured not just in-store, but also outside the store.

Major broadcast networks offer their “second-screen experience” to their viewers, making them play games using an installed app; or allowing them to earn points by typing in the program’s keyword in their website.

Retailers also have their mobile versions of their loyalty cards, making it easier to pull up the card rather than pulling up your wallet to check which card needs to be shown. In addition, major smartphone manufacturers have their option to include a virtual wallet which can record loyalty cards from various brands.

Best of all, Loyalty Marketing is communicated best to the eyes of non-members every time a member initiates a transaction.

Truly, Loyalty Marketing in the digital platform has pushed it further beyond the boundaries of a typical customer experience process. Once businesses get a hang of this, they shall decide which path they will take in order to maintain their customers well.

At this year’s Customer Experience Management Conference, we will be graced by Certified Professional Marketer and digital marketing pioneer Dr. Donald Lim as he discuss Loyalty Marketing in the Digital Platform.

Prior to his current role, he is the Chief Digital Officer of ABS-CBN Corporation, and before that, as Chief Innovation Officer of McCann Worldgroup Philippines and Managing Director of the digital arm of McCann, MRM Manila, 2011 4As Agency of the Year for Digital Excellence and Campaign Southeast Asia Philippine Digital Agency of the Year. Before McCann, he was the former President and CEO of Yehey! Corporation and also President and CEO of Media Contacts Manila.

Join the 8th Customer Lovefest Conference this November 14-15 at Tower Club Makati. For more information, contact Ex-Link Events at (+63 2) 8633-0153 / 8633-0088, +63 920 924 2532 / +63 920 981 4376, or

Register for the Customer Lovefest here

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