Driving Customer Loyalty through Mastercard’s Data Driven Engagement
Donald Ong, Senior Vice President for Mastercard in the Asia Pacific region has over 20 years experience driving strategy, growth and expansion of digital payment ecosystems. He focuses on leveraging technology, data, innovation and partnerships across Asia Pacific and leads the Mastercard Advisors Business Development in the region.
As a pivotal player in the payments world - Mastercard seek to enable banks, fintechs, governments and merchants to develop data driven strategies that can accelerate growth using payment technology.
In this exclusive interview, we hear about the changes Donald has observed over the last few years - the different patterns in spending and what you can do to adapt. We discuss TikTok, Netflix and Amazon as examples of how creating highly personalised and contextual experiences is key to engaging with consumers and the findings from their recent survey that spoke to retailers who are conducting over 8000 data driven tests across use cases like pricing, marketing and operations to gain deeper insights into their customers and the changes afoot.
Donald shares key insights like:
- Why ‘test, learn, optimise’ is going to be a continuing theme going forward for resilient retailers.
- The importance of embracing a data driven culture to test, learn and optimise against the changing environment.
- How to make every interaction that you have with your consumer count, be it online or digital experience.
- How to strengthen and nurture the loyalty with existing customers which is crucial for business abundance.
- Why Donald believes there is a massive opportunity for retailers to become a data driven business and why the ‘right data’ is ‘massive game changer in terms of elevating and raising engagement levels’.