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Kuala Lumpur, Malaysia — Eber recently hosted Marketing Insiders, a closed-door session bringing together marketers and operators across the F&B and retail sectors to discuss how AI and loyalty strategies are reshaping business growth in 2026.
Held over a lunch networking session, the event featured insights from industry practitioners and provided a platform for brands to exchange real-world experiences on customer retention, data, and evolving consumer expectations.
Eber’s Brand Marketing Manager, Elly, led the session focusing on the evolution of loyalty strategies.
The session highlighted a key shift in how brands should approach retention:
Industry data reinforces this challenge, showing that while customer enrolment remains strong, 74% of loyalty members become inactive within two months, despite only a small percentage actively opting out
This underscores a growing gap between acquisition and sustained engagement.
One of the central discussions during the event revolved around the disconnect between brand perception and customer experience.
While brands continue to invest in loyalty initiatives, research indicates:
Speakers emphasized that closing this gap requires more than rewards — it demands better use of data, personalization, and consistent engagement beyond the point of purchase.
The event saw participation from a diverse group of operators across F&B and retail, with attendees engaging in discussions around:
The informal lunch setting also facilitated peer-to-peer knowledge sharing, allowing attendees to exchange insights and explore potential collaborations.
The conversations throughout the session reflected a broader industry trend: a shift from acquisition-led growth to retention-focused strategies.
Loyalty programs are increasingly viewed as a core business driver, with brands reporting stronger ROI and higher engagement when executed effectively. In fact, loyalty initiatives now deliver an average 5.3× return on investment among companies that measure performance
Marketing Insiders marks part of Eber’s ongoing effort to bring together operators and marketers to exchange actionable insights on growth, retention, and customer experience.
As AI capabilities expand and customer expectations evolve, the role of loyalty is expected to move further beyond rewards into a central system for managing customer relationships and long-term value.
If you’re building for retail, F&B, or digital-first commerce and want to turn transactions into long-term relationships, explore how a loyalty program can support retention and growth at eber.co.
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