Retailer A is a top-5 modern trade player in Thailand which runs a highly successful loyalty card program, rewarding millions of its shoppers every time they shop for FMCG inside its stores. However, despite these benefits, Retailer A’s shoppers are only 15% “loyal” with the $600m they spend in Retailer A’s stores dwarfed by the whopping $3.2 billion (i.e. the remaining 85% of their FMCG wallet) they spend outside its stores.