MEDIAWORLD: DRIVING EMOTIONAL
LOYALTY THROUGH INNOVATION

The Challenge

Before partnering with TLC, MediaWorld’s loyalty program – primarily based on discounts and promotions – was losing effectiveness in a highly competitive market where consumer loyalty is low, as they move opportunistically for the best deal. The program, developed internally and focused solely on economics, struggled to stand out or create a genuine emotional connection with consumers – especially in a sector known for low purchase frequency and little emotional input. MediaWorld needed to radically rethink their loyalty strategy from transactional to relational, and embrace a new, dynamic and sustainable program.

Why They Chose TLC

MediaWorld wanted a partner that could rise to the challenge and offer much more than just a points collection platform. They needed to create a program built to maintain high customer engagement in an industry where loyalty and purchase frequency is low. They chose TLC for our unique ability to integrate personalised, experiential rewards within an omnichannel strategy, as well as our experience creating programs focused on emotional engagement over spending. Our exclusive portfolio of emotional rewards sealed the deal for MediaWorld, alongside our adaptability to the brands’ needs and ability to be there at every customer touchpoint.

The TLC Approach

Our mission was clear: transform a stale loyalty program based on discounts into an emotive ecosystem capable of engaging customers on multiple levels. The first step was to analyse customer behaviour and existing touchpoints, enabling us to co-design a bespoke program powered by experience-led rewards and personalisation. We launched the MediaWorld CLUB, an innovative model that rewarded not only spending but also participation through frequent touchpoints: high-value welcome gifts, personalised monthly campaigns, birthday gifts, instant wins, special events and a tiered rewards system to incentivise loyalty.

Thanks to this approach, the results were tangible with a growing pool of members, high average engagement and a measurable increase in purchase frequency. From the first few months, MediaWorld commended TLC’s flexibility, proactivity and strategic abilities, as well as our unique rewards portfolio that allowed them to offer much more than economic incentives. Compared to competitors, TLC stands out for our ability to create emotionally engaging, memorable experiences that resonate with consumers and keep them coming back. We also pride ourselves on being able to adapt quickly to market changes, ensuring we stay ahead of the curve, and always put the customer at the centre every step of the way. This was reflected in the success of the MediaWorld CLUB and continued growth to this day.