How Lalamove Built Brand Love With a Two-Sided Loyalty Program — Eber Case Study
Case Study On-Demand Delivery · Global
How One Loyalty Program Built Brand Love Across Lalamove's Two-Sided Marketplace
Lalamove partnered with Eber to launch a point-based loyalty program spanning individual users and merchant partners — so every delivery, on either side of the marketplace, builds toward real rewards and a lasting relationship with the brand.
On-Demand Delivery
Two-Sided Marketplace
Point-Based Rewards Program
2× Loyalty & Engagement Awards 2023
Measurement Period
Program to DateEber Platform Data · As of 2023
1.2M+
Members Recruited Worldwide
↑ Since Program Launch
As of 2023
48.08%
Increase in Customer Retention
↑ After Loyalty Launch
Repeat purchases & engagement
78%
Of Revenue From Loyal Customers
Customer Lifetime Value
Program to date
100%+
Increase in Customer Spending
Up to 150–200% in Top Segments
After joining the loyalty program
Challenge
· Needed a comprehensive, customizable admin system to run a point-based program at scale
· Serving both individual users and merchant partners meant rewards had to work for a two-sided marketplace
· Wanted robust, scalable technology that could grow alongside a fast-expanding delivery platform
· Required strong data security and compliance across every market served
· Lacked real-time data integration and reporting to guide loyalty decisions
Eber's Deployed Solution
Point-Based Rewards Engine
Customizable Admin System
Real-Time Data Integration
Web & App Member Dashboard
Accrual Missions
Redemption Recommendations
Performance Reporting
Two-Sided Marketplace Support
Why It Worked
1
Built for a two-sided marketplace. Rewards are structured to keep both individual users and merchant partners consistently choosing Lalamove for their delivery needs.
2
Insights that drive decisions. Real-time visibility into points balances, accrual missions, and redemption patterns let Lalamove continuously optimize the program.
3
Value beyond the transaction. Personalized, relevant rewards build genuine brand love rather than simple discounts, deepening loyalty over time.
Four Steps, One Loyalty Journey
Sign Up → Earn → Redeem → Long-Term Loyalty
Step 1
Sign Up & Onboard
New members are welcomed with 500 points on sign-up and another 500 for their first delivery placed.
1,000
welcome points earned
Step 2
Earn With Every Delivery
Regular bookings earn 1 LalaPoint per $1 spent, tracked in real time on the member dashboard.
1pt
per dollar spent
Step 3
Redeem & Engage
Members redeem points for rewards and share feedback that shapes the next round of offers.
20%+
of active members redeem regularly
Step 4
Long-Term Loyalty
Continuous rewards keep the relationship going, turning one-time users into repeat, high-value customers.
78%
of revenue from CLV
"
Eber team is so helpful and responds to every question we have so efficiently. Excellent post-purchase support with 100% commitment. We hope to work hand in hand with Eber to further enhance our product to cater to our business needs and deliver better customer member experience!
Corrina KwanHead of Loyalty Marketing and Partnerships, Lalamove
Key Outcomes
Program to date · Eber platform data
Since launch
1.2M+
Members recruited worldwide
A growing base of active users and merchant partners
As of 2023
Post-launch
48.08%
Increase in customer retention
Customers repurchasing and re-engaging after joining
After loyalty program launch
CLV share
78%
Of total revenue from loyal customers
Customer lifetime value now makes up the majority of revenue
Program to date
Spend uplift
100%+
Increase in customer spending
With some segments spending up to 150%–200% more
After joining the loyalty program
Unlock
1pt+
The full LalaPoints earning & redemption configuration
Exactly how members earn, track, and redeem points
In the full case study
Unlock
★★★
The member engagement & retention playbook
The step-by-step journey design driving repeat, high-value customers
In the full case study
Full case study
See the full case study — the LalaPoints configuration and the retention playbook
The full version includes the complete points-earning and redemption framework, the member engagement & retention playbook, and Lalamove's next growth steps. Shared selectively — the PDF is personalised with your company name.
Shared selectively · Full version includes client-approved detail
The full PDF is personalised with your company name for confidentiality
Figures reflect Eber platform data for Lalamove's loyalty program globally — cumulative figures are reported as of 2023 unless otherwise noted.
The full LalaPoints earning & redemption configuration, plus the member engagement & retention 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
