Opened in 1992, Lung Fung is one of the leading cosmeceutical department stores in Hong Kong. They approached us with the challenge of creating a highly engaging customer relationship program as well as an easy-to-use scan and search feature for their store as there are thousands of unique products available to purchase.
Lung Fung Group’s mission is to offer the lowest price to customers regardless of the product daily. They are constantly finding the best deals available so that we as customers can cut the hassle of comparing prices from different retailers.
With this approach comes its own set of challenges where some of the prices for their products fluctuate regularly. Currently, customers have to either ask the staff or utilize one of the in-store scanning machines to check the most up-to-date prices. Not only is this approach frustrating, but it also leads to a decrease in sales since it is too troublesome and time-consuming.
To combat this, behind each product lays a QR code. A quick scan using the app’s scan feature will display the original price and members’ price, significantly reducing the time and effort required to find the prices. It also reduces the amount of in-store scanning machines needed and can display more products as a result.
With the increasing number of customer relationship programs being deployed, customers can earn rewards a lot easier than before. However, the only method of earning rewards has always been spending money.
We as an agency would love to help Lung Fung to stand out from its competitors and allow customers to earn rewards through different methods. In the end, we ended up with 4 free approaches to earn stamps and exchange them for couples and lucky draws.
We believe that listening to customers’ feedback and giving what they want will yield a greater return in the long run. Therefore, we develop a reward system where customers can fill out surveys and we will reward them with a free stamp. Those surveys are then used to determine what products should be added to their stores or what discounts are most attractive to customers.
Through our UX consultation and design service, and with our profound experience with CRM programs, we built a CRM loyalty mobile app for Lung Fung Group. This platform incorporated a quick scan feature where customers can find up-to-date prices along with an outstanding reward system.
Provided services as a digital and modern-day extension of Lung Fung’s brand image;
Allows shoppers to check product prices, coupons, and gifts;
Sent timely send push notifications for shoppers to get the most updated news and the latest promotions
Enabled shoppers to find the nearest Lung Fung store.
