Programs
Lufthansa Mobility App Rewards Bike Loyalty
Lufthansa Innovation Hub has developed a new app, RYDES, that offers loyalty rewards for the use of bike sharing. “With Rydes, we are launching a whole new type of loyalty program that does not reward loyalty to a type of transport and thus reacts to the changing mobility behavior of parts of the young, digital-savvy generation,” says Project Director Renee Braun.
Nats Open Loyalty Program to All Fans
The Nationals have expanded the NatsPass program for the 2019 season. The program uses the Ballpark app. In the app, fans can earn points (redeemable for merch and tickets, among other options) by “checking in at games, watching and listening for Red Carpet Rewards codes during every MASN and 106.7 The Fan game broadcast, engaging with the Nationals on social media, and completing a ballpark scavenger hunt.” Interestingly, the app also features a new virtual assistant, Teddy, that can answer questions about locating concessions and restrooms. The Nats have made a good choice in rewarding engagement as well as purchases, and the virtual assistant gives users a reason to check the app frequently. The program is therefore likely to increase the frequency of game attendance.
Famous Footwear Launches Program to Capture Digital Shoppers
Famous Footwear has launched a new loyalty program, Famously You Rewards, which is “aimed at creating a more personal and relevant experience for customers, as well as encouraging digital commerce.” The program offers free shipping to all members and rewards engagement in the program’s app. Additionally, Famously You offers “flexible redemption, with the ability to create and redeem Reward Cash anytime, whether shopping in stores or in the retailer’s website or app.”
Customer Experience
Some Shortcomings in Amazon’s Food Delivery
Last year, Amazon offered some Prime members online ordering with delivery from Whole Foods. These early test members have stated that the program is currently flawed. “Kelly Hills ordered a sourdough loaf from Whole Foods recently but was offered a jalapeño cheese bread instead. Her so-called ‘shopper’—either a contract worker employed by Amazon or a Whole Foods staff member tasked with compiling delivery orders—put decaf coffee in her bag instead of whole roasted coffee beans, celery instead of celery root, and a single seltzer flavor rather than a variety.” The takeaway here is that the future of grocery-retail remains unknown. With Walmart exploring JetBlack and other major brands looking to up their in-store experience, we really don’t know yet whether delivery to home is part of the future of customer experience.
CRM Awards Six Top Innovating Customer Service Companies in 2019
CRM Magazine has announced its Rising Stars, companies of various industries that have gone above and beyond in innovating within the world of customer service. We’re excited to see our partner, SAP, with whom we collaborated to produce an industry report, recognized for its work: “SAP is certainly no stranger to the CRM world, but the German company’s stake in the contact center space had been relatively small until recently. This year, the company spent a lot of time and effort rethinking CRM, culminating in the introduction last June of C/4HANA, a suite of customer experience applications. While the company upgraded its SAP Sales Cloud with technology it gained during its acquisition of CallidusCloud a year ago, its SAP Service Cloud received the lion’s share of the attention.”