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Transactions to connections: The ‘Love Note’ strategy that’s winning customer loyalty

Kitopi's Karen Urminita speaks to Campaign Middle East about a simple strategy that has increased customer retention, repeat order and organic social media engagement.

Food delivery has never been faster, but it’s also never been colder. In a world where you can order anything with the tap of a screen, online orders and takeout experiences have become a convenient transactional part of our lives. And yet, there’s an opportunity waiting to be tapped in this ‘impersonal transaction’.  Kitopi’s Love Notes initiative is driving conversation — online and offline — around delivery bags.

These handwritten-style messages, placed on orders from brands such as Taqado, Circle Café, High Joint and Chin Chin, aim to add a personal touch to an otherwise routine experience by bridging the gap between brands and customers in a delivery-first world. Campaign Middle Ea


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the authorHiba Faisal
Hiba Faisal is a Junior Reporter at Campaign Middle East, part of Motivate Media Group. She handles coverage on influencer marketing and the luxury industry, and is also tasked with the brand’s social media presence. Alongside her daily reportage, she produces and edits video content for Campaign’s digital platforms — including Reels, interviews, and behind-the-scenes features. She specialises in capturing how brands build emotional connections with their audiences by prioritising relevance and authenticity through co-creation and storytelling.