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How Kinokuniya Digitalised Membership & Acquired 10,000+ New Customers in 6 Months — Eber Case Study
Case Study Retail · Bookstore · Singapore & Thailand

How Digital Membership Helped Kinokuniya Acquire 10,000+ New Customers in 6 Months

Kinokuniya replaced its physical membership cards with a fully digital, cloud-based loyalty program powered by Eber — giving members instant sign-up and a seamless experience across its retail stores and Webstore.

Retail · Bookstore
Singapore & Thailand
Digital Membership + Omnichannel CRM
10,000+ New Members in 6 Months
Measurement Period
6-Month Snapshot vs. Since Program Launch
10,000+
New Members Acquired
↑ In 6 Months
Instant digital sign-ups
5,000+
Membership Renewals
↑ In 6 Months
Via digital membership
15,000+
Customers Tracked & Captured
↑ Since Launch
Centralised on Eber CRM
2
APAC Countries Launched
Singapore + Thailand
Malaysia rollout next
Challenge
  • · Physical membership cards were often forgotten or lost, disrupting the shopping experience
  • · No centralised system to store and access customer data for engagement and re-engagement
  • · Needed one seamless membership experience across physical stores and the online Webstore
  • · Wanted a scalable, omnichannel-ready program built to support dynamic QR codes
  • · Manual dispatch and replacement of physical cards created ongoing overhead for the team
Eber's Deployed Solution
Instant Digital Membership
Centralised Customer CRM
Dynamic QR Codes
Own-Branded Loyalty Program
Built-in Email & SMS Campaigns
Paid Membership Tier
Customer Self-Service Portal
Omnichannel Points & Rewards
Why It Worked
1
Instant, cardless sign-up. Removing physical cards let Kinokuniya onboard members in just a few seconds, in-store or online, with no more waiting for a card to be mailed.
2
One CRM, every channel. A centralised customer database across physical and online stores gave Kinokuniya a single view of members for engagement and re-engagement.
3
Built to scale across APAC. Dynamic QR support and omnichannel readiness let Kinokuniya roll the same program out from a Singapore pilot to Thailand, with Malaysia next.
Key Outcomes
6-month snapshot vs. since program launch
In 6 months
10,000+
New members acquired
Signed up instantly, no physical card required
Program to date
In 6 months
5,000+
Membership renewals
Completed through the digital membership portal
Via customer portal
Since launch
15,000+
Customers tracked and captured
Added to Kinokuniya's centralised customer base
Across all channels
Since launch
2
APAC countries live
Singapore pilot, followed by Thailand — Malaysia next
Regional rollout
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The paid membership strategy
How Kinokuniya priced tiers to boost revenue and exclusivity
In the full case study
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★★★
The omnichannel & QR rollout playbook
How Kinokuniya synced retail and online membership in practice
In the full case study
Full case study
See the full case study — the paid membership strategy and the omnichannel rollout playbook
The full version includes Kinokuniya's paid membership pricing approach, the omnichannel and dynamic QR rollout playbook, and next steps for the Malaysia launch. Shared selectively — the PDF is personalised with your company name.
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The full PDF is personalised with your company name for confidentiality
Figures reflect Eber platform data for Kinokuniya's loyalty program, launched first in Singapore and since extended to Thailand, with Malaysia to follow — the 6-month figures and the since-launch total are reported separately as noted.
The full paid membership pricing strategy, plus the omnichannel and dynamic QR rollout playbook, are available in the full case study, shared on request.
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About Eber
Eber is a one-stop Loyalty Marketing Platform built for restaurants, retail, hospitality, and e-commerce brands, bringing together membership management, rewards, marketing automation, and customer analytics to help businesses build closer customer relationships. Whether you're a new brand, a single outlet, or a multi-outlet chain, Eber offers a complete loyalty marketing solution to help you stand out in a competitive market. Business enquiries: marketing@eber.co
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