Loyalty360 Reads: January 28th, 2019

Roiback Names 2019’s Biggest Challenges for Hotels
 
Roiback has created a list of challenges the hotel industry will be facing in 2019. Among the challenges is “the demanding consumer,” which should come as no surprise to anyone following senior level marketers in the hospitality space (although they’re more likely to frame the matter as something along lines of “opportunities for engagement through personalization”). Roiback’s list also highlights some of the tech challenges that will need to be addressed in 2019, such as mobile search optimization.
 
Loyalty Competition and Point Expiration
 
As loyalty programs become an increasingly common offering by brands, consumers have become more likely to join such programs and consequently neglect any one particular program. Because consumers find themselves the members of multiple programs, they tend to lose track of how soon they need to use points for any given brand. The result?  The expiration of those points. Brands are looking at ways to restore points, but it begs the question, has this intensifying competition worsened CX across industries?
 
Consumers Want Faster Grocery Delivery
 
Even though grocery delivery wasn’t an option for most of us a couple years ago, a new study conducted by Capgemini suggests that consumers have come to demand that these deliveries to be even quicker. The survey data also presents some other surprisingly results, such as the fact that about 40 percent of Americans now order groceries online, at least once per week. Despite this increase, customer satisfaction with online grocery shopping is relatively low, given frequent late deliveries and the perception that online prices are too high. Kroger recently announced a partnership with Microsoft to make the in-store experience easier, suggesting that grocery companies need to up their game in several areas.
 

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