When it comes to customer retention, there are many factors that cause customers to slip out of your marketing reach. To win them back, you need to learn the art and science of regaining loyalty. In this talk, Nisa shares a simple key to winning them back – by understanding the context of your relationship with them. Khairul Nisa Ismail has extensive and varied experience in customer retention and customer relations. She has worked in many different industries, from cyber technology to telecommunications and market research to banking. Highlights of her experience include her position as Head of Enrich & Loyalty for Malaysia Airlines Berhad. She was entrusted with transforming Enrich into a leading loyalty program.

As the airline's loyalty program leader, Nisa had to leverage her extensive knowledge of the aviation industry, ranging from low-cost carriers to private charter airlines, to increase the lifetime value of Enrich members' membership through targeted and personalized offers from Malaysia Airlines and third-party lifestyle partners. This transformation expands the customer experience beyond just first-class air travel and ensures the best exclusive member experience with Enrich. This talk was delivered at a TEDx event in the TED conference format but independently organized by a local community. For more information, visit https://www.ted.com/tedx

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