Tjhai A Eng is Head of Marketing & Loyalty at Matahari Department Stores in Indonesia.
Matahari is the biggest department store chain in this vast country and its rewards programme is also the country’s biggest retail programme.
With over 7 million members, Matahari Rewards has re-invented itself based on strong customer insight and a customer-led engagement plan to re-invigorate its proposition after the tough impact of the COVID-19 pandemic.
A Eng shares the KPI performance of the programme and how top executive management buy-in is key to its success. A lesson for all of us.
Listen to learn some incredible loyalty insights from Matahari Rewards in Indonesia.
1) Tjhai A Eng
Paula: Welcome to Lets Talk Loyalty, an Industry podcast for loyalty marketing professionals. I’m Paula Thomas, the Founder of Lets Talk Loyalty. Today’s show is hosted by my colleague Amanda Cromhout, the Founder of Truth, an International Loyalty Consultancy firm based in Cape Town, South Africa.
If you work in loyalty marketing, make sure to join Let’s Talk Loyalty every Tuesday, every Wednesday, and every Thursday to learn the latest ideas from loyalty experts around the world.
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This workshop is a powerful way for you to measure and then increase the return on your investment in your loyalty program. So to apply, head over to letstalkloyalty.com/epsilon and enter your details.
Amanda: Today, we have the great privilege of chatting to a phenomenal loyalty leader, Tjhai A Eng, who is head of Marketing and Rewards at Matahari, and they have the Matahari Rewards Program. It is based in Indonesia and we have recently heard about the Indonesian market from Domino’s interview a few weeks back, but Indonesia being a fourth largest population in the world, and the Matahari brand is a fashion retailer, which is also the largest in Indonesia, which means the Matahari rewards program with 7 million active members is the largest retailing loyalty program in Indonesia. So lots of, um, the. In population, in retailing and in loyalty in today’s interview, uh, in shares with us, the insights they gain and the CRM approach they use in the Matahari Rewards Program with their partnership with Stream Intelligence, that they have been in partnership for 10 years and are producing very strategic and operational outputs that really benefits A, the consumer in Indonesia, but B, the Matahari Business.
She also shares very significantly the focus that they receive from their top management board, and that has resulted in ongoing support, ongoing interest in daily KPIs, and more importantly, ongoing investment into the future of the Matahari Rewards Program. And it really proves the importance of top executive support of a loyalty initiative, some of the fantastic results A Eng shares with us, are along the lines of sales contribution from members within the business that are reaching as high as well, on average at 80% for the whole business, but are reaching as high as 95% in some of their top stores. So, A Eng really shares with us some phenomenal KPIs and a great story of a loyalty success in the Indonesian market.
So today I’m extremely excited to reconnect with an incredible lady Tjhai A Eng, who is Head of Marketing and Loyalty for Matahari, which hosts the Matahari Rewards Program. So, uh, A Eng, welcome to Let’s Talk Loyalty.
Tjhai A Eng: Hi, Amanda, hi all listeners. Thank you for inviting me today. I’m very happy, get an opportunity to share my knowledge and experience with you.
Amanda: Well, we’re super, super excited to hear your experience because I had the privilege of working with you. I think it’s a good 5, 6, 5 or six years ago and now went through, was working with Matahari on the Matahari Rewards Program. I just knew you’d be able to offer lots of insights. So we are gonna be able to unpack that for the listeners of Let’s Talk Loyalty.
What is ironic actually is that you are sitting in Jakarta, which is obviously the capital of um, Am I correct in saying it’s the capital of Indonesia? Yes. And only, sorry, only two weeks ago, Paula, who owns the Let’s Talk loyalty show, did an interview with Domino’s Pizza in Indonesia, um, for the first time hosting a guest from Indonesia.
And I think just to repeat some of the stats Paula shared, your country is fascinating. It has a population of 273 million, and it’s the fourth biggest in population in the world, which. I don’t think I appreciated that when we were working together and I had the honor of coming to your wonderful country so often.
So, um, I can’t wait to share with the listeners of Let’s Talk loyalty more about how Matahari is doing in the Indonesia market. So you told me previously that Mahar is the biggest fashion retailer in the country. Which is over 60 years old, so it’s really fabulously well established with over a hundred and I think you have 148 stores.
So, um, a lot to share with us today. So before we go any further, there is one traditional question that I’m gonna share. I’m gonna ask you to share with the audience before we get into the discussion. So, from your point of view, Aing, apart from Mahari Rewards, what is your favorite loyalty program?
Tjhai A Eng: I think, uh, because I’m in Indonesia mostly, I like the one who very simple.
Just keep it simple in mind. Cause I do love something, uh, you know, straight away, uh, to the customers. And then they can feel it, they can understand immediately. This is a loyalty. So I do love for like a special price for member, right? So giving, uh, direct impact to the customer even though they don’t understand loyalty.
They can feel the benefit directly. So I like the simple things like that.
Amanda: And I think you mentioned to me when we connected just about this interview, that you had a particular, uh, loyalty program in mind that was a hardware store. Is that correct?
Tjhai A Eng: Yeah, like as hardware did actually they are, uh, uh, very, uh, their promotion I think is very simple.
Uh, they’re giving like special price in every product for member, right? Even though last, only few, few dollars, but it’s quite, uh, quite, uh, straight away. Uh, and member can, can enjoy, correct.
Amanda: Yeah, impactful immediately. So it’s really nice to hear you talk about a local program because often we have guests on the show and it’s often a international airline or Starbucks or, so it’s lovely to hear, um, a local program that you use.
It’s just simply giving you value off at every time you shop, which is what you want at the end of the day, right? Yes, fine. Ang I think what I’d really love to start, um, our discussion with is just a little bit about yourself. So, um, I got to know you and thoroughly enjoyed working with you and your team, as I said, about six years ago.
But since then, you’ve obviously, you’ve stayed at Matahari, so you’ve been at Matahari for quite a while. Um, can you give us a little bit more about yourself and your career in the marketing and loyalty? Uh,
Tjhai A Eng: actually not exactly in loyalty based. My background is from banking, retail banking, but I’m developing the credit card business, uh, landing business, funding business, and very familiar with loyalty because, uh, we manage credit card, uh, program, David card program, which is in inside that loyalty also being part of the uh, uh, um, Deficient that I also manage, uh, in the banking industry.
So, uh, being part of that, Maha is seeing that, uh, failure me on that part. So they call me and manage their loyalty in 2010, start managing loyalty a few years. Then they give me a bigger responsibility to manage all marketing, digital, customer service. Now also online. So now I’m here with , um, 12, almost 13 years this year for Mahari working for marketing and loyalty.
Amanda: Wow, wonderful. 13 years with a brand. It’s uh, you know, it’s, it’s real commitment and I think, I think what would be super useful as well for the listeners cuz um, there’s a lot of very much a global show, but I’m not too sure how many listeners understand the Indonesian market. So could you give a little bit of background over and above what I said, I obviously introduced Matahari as the biggest fashion retailer in your country, but maybe a little bit more about Matahari and.
I think particularly because it’ll drive the discussion about loyalty around how the Indonesian market is so value driven.
Tjhai A Eng: Yes. Actually Mahari itself is a fashion retail in Indonesia. Our target market is like middle, middle, up, middle, low. And basically we are, um, we are, we are having so many store, uh, from, we call it ake to Papua or almost in all island that we have.
So there is a, you know, there is a. That very dynamic, uh, retailer, uh, business because, uh, we in the main city, we also in the secondary city even we are in the small island now. So, uh, the mix of customer is very unique. And as you know that Indonesia also is, uh, very consuming, uh, market, right? So that’s why in investor is coming to Indonesia because we are very consumerism.
And then, uh, Maha itself. Loyalty, uh, especially for Mahari, we are uh, very, what call it very di Mik. So in big city, very modern. They understand about the loyalty, but in the secondary city, maybe they don’t care about loyalty, but they just know that, okay, I got a benefit. I enjoy benefit. and I value the benefits.
So that’s why we, we always have a, a pipeline that we need to put it as a case. Keep it simple. Yeah. So they understand easily, easily without, you know, longer explanation. What is loyalty about? Even, even our own, own stuff? Yeah. Our own employee, right? They, they selling our, they introduce our loyalty card, but somehow, uh, We need to educate them.
What is the loyalty, especially in the secondary city, what is the benefit for the company? Something like that. So we try from, from scratch, uh, building the loyalty in, in, uh, maari, uh, starting educating our own oil employee and also our, uh, consumers.
Amanda: Yeah, and I think from what you’ve said, it feels to me and certainly from when, I mean as again, it was six years ago, I was in the marketplace with you, working with you on the relaunch, but it feels the role that Matahari is playing in Indonesia is almost a very broad.
Loyalty education for the whole country because you’re leading the way and you have such a big program, you are such a big retailer that you are actually driving this, this loyalty movement in the country. I mean, I think the gentleman from Domino’s Pizza would argue that cuz he had some very impressive statistics when he was interviewed with Paula as well.
So maybe you guys should connect, we could connect you , but, um, so let’s, let’s start , let’s start talking about Matahari Rewards. So I think the program has changed a lot since Truth was working with you. So if you could just give us an overview of the program, how it works, um, is it points based, does it have tier, and so forth.
I think that would be a great introduction to the, to the. Program.
Tjhai A Eng: So our uh, uh, rewards, uh, we call it m mr. R Rewards, uh, that’s, uh, we now currently have a 7 million active member, uh, means active member means, uh, at least in uh, 12 months, they come and shop one time. Yeah, that’s a terminology, right? So, and now we have to type of card basically, uh, we call it red and diamond, right, is more, uh, uh, we give it for free.
Uh, we are not, uh, judge any enrollment fee. And the diamond itself, they need to achieve, um, uh, certain amount, uh, which is, uh, for one year and they can automatically upgrade, become a diamond. And also if they can span x X amount, they can directly have a membership, uh, diamond membership. So that’s, uh, what we are.
We try to keep it simple back again, it’s only two type of card, but yeah. Uh, we are a point base, uh, as you mentioned, and we, uh, customer can redeem their point. The point is, uh, uh, equal, like. So, uh, they can exchange or redeem their, their point directly to our product. And also for Diamond, they can even, uh, redeem their point to, uh, Al partnership so they can exchange the, uh, redeem our point with, uh, GoPay shop, pay other AL partnership in Indonesia.
Okay. That’s the one. Yeah. The benefit, main benefit for the diamond. .
Amanda: What I loved about our discussion prior to the interview is actually some of the softer benefits you mentioned as well. I think you talked about how the exchange policy is more flexible for, uh, you know, exchange policy being a very important part of the Matahari value offer.
But if you’re a loyalty member, how much more flexible letters, um, to really add value to your members?
Tjhai A Eng: Actually, uh, in every program, uh, we did, uh, we tried to give a privilege for our member, uh, policy also, including the exchange policy. We give more time to them to redeem. And also like we are running a coupon voucher.
Anything, uh, marketing, uh, program, we give, uh, extra benefit for our member. So we try to, uh, put it everything default for member. , you’re gonna have something special. And uh, also we have a merchants, uh, merchant across Indonesia, uh, in small islands, small city and big city working, uh, as our partner. So our member also can get the benefit in, in our merchants like hotels, you know, uh, education center, uh, um, uh, but beauty skincare and a lot of other food business.
Amanda: Yes, you. So from a partnership network point of view, you’ve got, you’ve said over hundreds of different merchants, and I love the fact you’ve been able to help your more remote located members in some of the islands where maybe Matahari does have a store, but maybe there aren’t all the other benefits or all the other does merchants that can.
Offer more because they’re part of Matahari rewards. I really like that the innovation around being able to expand your value offering in a, in a country that geographically is quite challenging because of the island network that you operate on. So that’s fantastic. I, what I particularly loved when we worked together was the work you asked us to help with, which was around your member engagement plan around how to.
Engage with your customers in a more meaningful way. So please, can you share with the listeners how that has evolved? What do you do in your C R M and your member engagement process?
Tjhai A Eng: Yes. Uh, love working with you six years back. So we rela the Matahari reward at that time, and then also we strengthen our C R m, uh, C rm, uh, activity, uh, C RM journey.
Basically now we are more engaging with our members, 7 million members, especially. Also the, the labs one, you know, uh, because that’s part of our Kathy, I also in of, uh, I reactivate them back. So for CRM need itself, we starting from the, uh, their enrollment, right, uh, we try to connect it with our, um, member actually starting the enroll with us.
So we. Birthday over. Even that we have like, uh, we call it um, special days. So we keep connect with them and then we do a segmentation, uh, with our, uh, uh, Uh, crm, we, our database, we do r fm segmentation, we do customer persona, so we do a targeted, uh, promotion for each segment. And then we also starting do the productive models and, uh, built up and doing the pick data analysis, monitoring the churn.
So everything about the, the customer behavior, you know, we built, we. So we quite invest on that, uh, crm and especially on the marketing spending. We allocate, uh, more into our assisting base, uh, customer. Do you know,
Amanda: I, this is reminding me of how I felt at the time when we worked with you. So just for the audience, um, we were actually introduced, truth was introduced to Matahari via a company called Stream Intelligence.
Mm-hmm. , A few months ago I interviewed on Let’s Talk Loyalty, Dr. Shortfall Islam, who was one of the founders of Stream Intelligence and he, his interview, if anybody listening to this show today wants to know more about. Data capability. He’s, he’s an incredible person to listen to. But what I do remember at the time, and you’ve just reminded me by what you’ve said around the predictive modeling and so forth, is working with your, your data capability, which you’ve outsourced to stream intelligence, was absolutely world class.
I remember often quoting that I’ve never worked with such a slick. Data approach for a retail project. So, um, all credit to you and how you work with Stream Intelligence and all credit to, um, Ray Hannah Uffer and shortfall obviously from when he was involved with Stream. So I think what would be useful there is for you to unpack a little bit more about the importance of data for Matahari.
Obviously you’ve started with the C R M plan, but um, some of the more strategic things you’re doing with the data,
Tjhai A Eng: Yes, actually we, we started, uh, with Stream Intelligence back 2013, 14 something, almost, uh, I think 10 years maybe, uh, this year. And then, uh, we know that, uh, big data is very important, but we are lack of capability at time, right?
In term of, uh, uh, we don’t have analyst, we. We don’t have source. So we, uh, engage with them stream and also if them introduce you with us, how we can, uh, relaunch the Maha Rewards, uh, replicating the Maha with the strong value proposition. So at we are stream, I mean, we’re incredible partner. You now, we still engage with them, uh, short for must hand even, uh, next.
Two weeks, uh, musta and Rahan will visit me in Indonesia. So we still working and having a, a weekly meeting with them. They start, they help us in of building our c R M journey. They help us in term of, uh, you know, measuring. Every channel that we have, especially for c r M, right? Yeah. We built, uh, the modules, uh, how we can build, uh, calculating monitoring our ai, how we having, you know, a very strategic in term of, uh, our segmentation, uh, data, uh, and how we, uh, seeing our customer behavior, this task, that task, you know, we have because we are running a business merchandising and we are not, uh, like a standalone store.
Like, uh, specialty store, like other, uh, we have so many brands. Yeah. So customer is very unique. They span A and span B, they spend C. So we need to see their interest. So I think, uh, in this case, stream, intelligent help us lot in terms of seeing, uh, customer, our own customer what is inside, uh, uh, in their, uh, behavior especially.
And, uh, building the what. What next? So become a challenge. How we can compete with our competitor, utilize and uh, our own. Right, especially over the pandemic. Amanda, being honest to you, that we can survive, uh, during this pandemic because we have that database, we have a very strong database, how we can monetize the database also with our partner.
So things like that. So, uh, we are engaging, uh, with three mental engine across, I think across not only C R m, but also strategic thinking, you know, uh, to put in place, uh, as our KPI year.
Amanda: For the entire business. Yeah, so that’s exactly what a CustomerCentric journey should be in retailing. You start with gathering the data, your first party data, and whether it comes through a loyalty program, and then as you said, um, how it is being used for.
The broader business. So I think you mentioned the pricing strategy in such a market that is so price sensitive, um, and how you’re gonna monetize the data. And I loved what you just said, that actually your loyalty program, because of that, uh, access to your members and therefore the data and intelligence you’ve got from your partnership with Stream Intelligence, you were able to survive the pandemic, which is.
A wonderful statement, and I’m really pleased that the relationship is still strong because they, they really have got the smartest individuals in that team, so. Awesome. Um, so coming outta that, um, I’ve, I’ve was very impressed when we chatted a couple of weeks ago in preparation for this call at how.
Your program has advanced in terms of its performance because when Truth was brought in to assist you, you brought us in to improve the program and some of your KPIs were lacking, um, by default of you relaunching it. So since that relaunch, you shared with me, um, some incredible KPIs. So, um, would you please share those with the, with the listeners and we’ll go through them because they really are impressive and I think it’s, it’s very generous of you to offer to share some of.
Tjhai A Eng: sure. Actually our management, our top management, even shareholder, they are very concerned about loyalty. So they in , in loyalty also. That’s why they monitoring our KPI closely. Uh, our kpi currently we are looking on the customer lifetime value, including, you know, an analyst, an annual sales, right, like the turn rate retention.
And then we also monitoring our number of visit. That’s part of our KPI number, office ticket size, uh, and then also, uh, sales contribution from member. Currently we are, uh, on monthly basis, we are almost 80% from the total sales of Matahari is coming from member, so even the highest one in our store. Now we already achieved 95%, uh, sales.
Oh, wow. For a particular store is already coming from member. So how important is this is, uh, very important for us. Uh, we still can engage them, you know, through the C rm, WhatsApp email and m s because s m s is. Still, uh, one of the champion in Indonesia, maybe not, uh, outside Indonesia. Yeah, maybe, maybe already email in, in several countries.
But in Indonesia, uniquely, we still engage with s m s, especially for the secondary city. So that’s the, the strongest, I mean, channel currently for us. WhatsApp, s m s email. , yeah. We can connect with them, we can uh, we can inform them, you know, whatever we have. So I think member is very powerful currently for, uh, Mahari, uh, uh, in the future.
I think also now we can survive, uh, and shareholders seeing this as a, as our future also.
Amanda: That’s incredible. I mean, an 80% sales contribution is absolutely 88%. Eight zero. Yeah. It’s absolutely globally. On a level with some of the top performing loyalty brands that we hear about it. So an 80%. And then you mentioned the top store at 95%.
I hope his KPIs are clearly ticked in the loyalty space. Um, can you share with us some of those targets? So you talked about average visits and um, churn rate and so on. What, what are those targets? Cause I think be useful.
Tjhai A Eng: Actually, uh, churn rate is we aiming for 20%, right? But, uh, since pandemic, that’s, uh, changes a lot.
Now we are, uh, by end of year, uh, 2022, back to around 30. So this is our, our next KPI in 2023 back, put it back into 20%. Yeah, that’s the churn rate generate and, uh, customer lifetime value. Now we already. Almost, I think it’s around seven, 7 million. And then, uh, for visit, for visit is unique because our assisting customer, uh, efforts is 3.7 times, but for the new member, uh, 2022 is around 1.8.
So on averages now is 2.5. But basically for our loyal one, they can come and visit us around, uh, five to six time in a year. .
Amanda: Okay. Okay. So you’re seeing that differentiation. Yeah. Yeah. When you talked about customer lifetime value, you referred to 7 million, obviously that’s Indonesian, um, repair. So, um, is that approximately 500 US dollars?
No, let me, I did a, I did a rough calculation, so, uh, I think it’s plus or minus 450 or 500 US dollars. Ah, yes. . Yeah. Um, but that’s very interesting what you said about the churn rate. So you’re currently sitting sort of 10 percentage points higher than pre pre covid and now post the pandemic, you are trying, working very hard to get that back down.
So Yeah. While whilst you are sitting with 7 million active members, you’re obviously acquiring lots of new members every year in order to, uh, compensate for that churn, which has come through. Since the Covid, since the pandemic,
Tjhai A Eng: so you, sorry. When you mentioned about the customer lifetime value, I think, uh, for full year, like 2,800, almost $850.
Uh, Amanda only for December is, uh, seven, so 12.7 million. Uh, what we have in January, uh, year to year to date, 2022, so almost 850.
Amanda: Okay. I was way out. Sorry. Thank you for correcting me. Okay, great. Okay. That’s a very useful number for folks to understand. Thank you for correcting me. And yeah, I mean, you talked about new member acquisition last year was 3 million, so that’s obviously the.
Where you’re managing to manage churn at the moment to compensate for the higher churn number. So, um, huge number 3 million in a year based on the fact that you’ve been around for a long time, so long, may that continue. You’re obviously doing something very, very right. Um, what I really wanted to also ask you, you mentioned it now about how important the, um, because the, you have these very clear KPIs that you had very.
Very good management support. So can you talk a little bit about that, about the importance of that in a business? So that is certainly the impression I got whenever I’ve interacted with Matahari. We interacted with you, but also straight away with the managing director or c e o. It wasn’t, it had the full support of the board, um, at every decision.
So could you talk a little bit about that and how important that is for you and your. I think it’s,
Tjhai A Eng: uh, if you saw that we have been working with you and with Stream actually from 10 years back, right? Even now, now our management is already changes, right? But they’re still very, very concerned about loyalty.
That’s why uh, they in fast in, you know, consultancy, right? They in fast on the technology. Now we are on the big project. We call it e TP project. Um, because now our loyalty is not real time Amanda. So one of the, the, the weakness that we have currently now this year, we gonna make it happen, right? Real time, uh, loyalty with our pos.
Yeah. So the big project management, the investment is very big. Uh, how, uh, especially in technology with the C R M tools, we build things. C RM tools, you know, the, the loyalty system not mentioned the p os. So, uh, connecting with partner real time, something like that. So now we are really in invest on this.
This is one of the commitment from our, uh, uh, shareholder, our management. So I think that is, uh, being seen since 10 years back, uh, when they choose stream intelligence, you, you know, and some other consultancy that working with us. And we have a very closely monitoring even the shareholder itself, monthly basis.
I just finished, uh, my presentation to them now, just now before, uh, having this, uh, Interview with you. So, uh, they’re concerned. They’re monitoring the kpi. We do brainstorming, and then they’re hearing us, you know, and they’re willing to invest. That’s a very good commitment. That’s why I’m here for 13 years, I think because of the management concern also about the loyalty,
Amanda: but it, I think it’s important to note that that isn’t always the case.
So the fact that you are experiencing that really. Why Mahari Rewards can be so successful, not just because of the great work you are doing and the great work you’re doing in partnership with Stream Intelligence, but also because strategically your board, your active executive team are interested and invested in this and.
Challenging the KPIs, listening to the innovation and brainstorming and as you said, putting investment behind a new system. So I really pleased to hear that because I’m really pleased to hear that’s continued, cuz that was absolutely the impression I got a few years ago. Thanks for sharing that Aang. Um, the last, uh, the last question I really wanted to ask you was, Trends in the Indonesian market because the market is, I’m sure, very unknown to many of the listeners of Let’s Talk Loyalty.
What are the main trends you seeing coming through in the marketplace in Indonesia? Okay. After the
Tjhai A Eng: pmi, I think during the pmi, uh, when online is very, uh, massive, uh, you know, growing rapidly in Indonesia because the new normal people start, you know, uh, shopping online and then mostly the trend will be, uh, leading by the online platform, right?
They run a gamification, gamification on their platform. So now I think our customer, they get used to with the, uh, Gamification. Usually they, they love something straight away, like I mentioned previously. Something that’s a for offline nature. Yeah. But for online, they love gamification. Also. They start, uh, understand about the gamification.
So I think the trend will be, um, uh, more into, um, engaging something engaging like gamification. They, they, they love to and also driving like, uh, redemption. So straight away they wanna. , what is the value? What is my point, uh, uh, can be used, you know, work for, so they exactly. Now even like banking industry, they start, uh, burning their point in, uh, merchants, right.
Reading with the lower plan, something like that. Yeah. That still happen in Indonesia and yeah. Customer also still love like a gwp, you know, PWP promotion and uh, other business. Yeah, that’s still continuing market. That’s,
Amanda: and also I remember very clearly that it’s a mobile first market. I mean, years ago it was a mobile first market.
It’s not like it’s suddenly advanced in mobile. Um, you said so yourself. Again, that SMS remains your primary channel. So, um, you know, it’s, , it’s obviously then gamification, I assume, through, through the mo, through mobile rather than any other channel. So yeah, thank you for sharing that. So I, I’ve, I’ve thoroughly enjoyed this discussion.
It is just, I just wanted to also mention that um, Matahari is part of I G D S, which is yeah, the A department store association, which is a Swiss based. Organization to bring together the best department stores around the world so they can share best practice. Um, it’s been established since 1946, so I think, yeah, and that’s how I met your company for the first time and actually met Stream Intelligence and I think, um, all credit as well to I G D S for.
The work they do for the department store industry around the world because they’re able to showcase stunning brands such as Matahari and the great work you’re doing. Not only obviously in loyalty. Today we’re focused on loyalty cuz that’s what let’s talk loyalty is about, but in all aspects of, uh, department store retailing.
So, um, I just thought that was worth a mention as well. I think I might actually then think about interviewing, um, the I G D S team for Let’s Talk Loyalty . It’s given me an idea. Yes, yes.
Tjhai A Eng: I. They, they’re gonna give you a, a good source, right? Because they know everything. .
Amanda: Yeah. That’ll be a great interview as well.
So anything else, aying before we finish our discussion today? Uh, I
Tjhai A Eng: think that’s a good discussion. Also, Amanda, love talking to you. Love, uh, working with you. Also, I think you are also the most incredible person that I’ve been working as a consultant, and I, that’s why I’m, I’m here, , that’s
Amanda: very kind guest
Tjhai A Eng: today, uh, because of you.
And thank you for the opportunity for sharing in this session and hope, uh, uh, everyone, uh, hear that can. Learn and get the, um, something from this, uh, session.
Amanda: Well, thank you for sharing. That’s exactly what Let’s Talk Loyalty is about. It’s for sharing and learning and, um, I, I have said this at the start of today’s interview and I’ll say it again now, your generosity of spirit in terms of sharing your KPIs, cuz that isn’t always an easy thing to ask people to share, really goes a long way and is very, very appreciated.
So A Eng it’s a real pleasure and a privilege to reconnect with you. Thank you so much for your time.
Tjhai A Eng: Thank you, Amanda.
Paula: This show is brought to you by the Australian Loyalty Association, the leading organization for loyalty professionals in Asia Pacific, visit their news and content hub for the latest loyalty insights from around the world. Or why not submit your own article for publication? For more information on their loyalty services and networking opportunities, visit australianloyaltyassociation.com.
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