Customer Experience
Why Amazon Is Moving to Make One-Day Prime Shipping the New Norm
Amazon is moving toward one-day free shipping because its loyalty program has become its strongest asset in the face of competition. “Amazon’s Prime membership—with myriad perks that also include Prime Video—continues to be Amazon’s key weapon to hook customers into its ecosystem of products and services. That’s crucial at a time when traditional retail giants, including Walmart, Target, and Best Buy, are upping their game and capitalizing on their much bigger physical-store footprints to better compete against Amazon. Walmart has also doubled down on third-party online marketplace offerings and made it easier for sellers to fulfill two-day free shipping, without the need of a membership.”
Caribou Coffee Tests New Prototype
The coffee brand is testing a new store model. “Caribou Coffee is looking to provide a balance between speedy throughput and experiential dining. The Minneapolis-based coffee chain opened a new prototype in April. The Edina, Minnesota, store features a two-window drive-thru and a comfortable space that invites guests to stay awhile.”
Clarabridge Unveils New Customer Experience Innovations to Drive Digital Engagement
Clarabridge revealed new digital customer care innovations at its 11th annual Clarabridge Customer Connections (C3) conference. “The technology unveiled in Miami will provide customers with a deeper understanding of the digital conversations happening on every channel, the tools to operationalize customer feedback data across all business operations, and the insights required to drive customer loyalty.”
Partnerships
Burger King Teams Up with Mental Health America
In a collaborative campaign with Mental Health America, Burger King has launched a range of “un-happy meals” that focus on “real” moods. “As well as raising awareness of mental health issues, the meal range also pokes fun at McDonald’s Happy Meals, boxed kids’ deals that include a toy. Burger King launched an ad showing a montage of people in various emotional states, using the line: ‘No one is happy all the time. And that’s OK.’”
Dell Technologies Warms Up to the Channel
The Dell Technologies program is driving sales for the brand. “Joyce Mullen, President, Channel Sales, Dell Technologies, stressed that point in her keynote to partners at the Global Partner Summit at Dell Technologies World in Las Vegas on Monday, and Gregg Ambulos, Senior Vice President, North America channel sales at Dell EMC, did the same at Tuesday’s North America partner breakout.”