Your last interaction matters when it comes to customer engagement | Nisa Ismail | TEDxBangsar

In customer engagement, there are a lot of factors that cause them to fall out from your marketing reach. To reengage with them, one needs to learn the art and science to regain loyalty. In this talk, Nisa shares one simple key to reengage - by understanding the context of your relationship with them. Khairul Nisa Ismail has had a rich and varied experience in customer loyalty and customer relations. She has worked in many different industries ranging from cybertechnology, telecommunications, market research and banking industries. One of highlights of her experience include her position as the Head of Enrich & Loyalty for Malaysia Airlines Berhad. She was entrusted to transform Enrich into a leading-edge loyalty program.

As Head of Loyalty for the airline, Nisa had to call upon her extensive knowledge of the aviation industry, which runs the gamut from low-cost to private charter airlines, to expand the membership lifetime value of Enrich members via targeted and personalised offers from Malaysia Airlines and third party lifestyle partners. This transformation takes the customer experience beyond superb air travel and ensures the best member-only experience with Enrich. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx