Loyalty360 Reads: May 29th, 2018

The latest news in the world of customer experience and customer loyalty.

Amazon’s Alexa is Creeping People Out

We all know the Alexa tool from Amazon listens to and responds to commands and questions from users. However, for one couple in Washington last week, Alexa took things a little further than anticipated. The couple was having a private conversation in their home, which was recorded by Alexa, then the recorded audio was sent to the phone of a random person in Seattle, who was in the family’s contact list. There’s little criticism to be said about the incredible user experience Alexa provides, making everything easier from cooking to looking up movie times without moving. However, the wide unknown about just how much of our personal conversations Alexa—and Amazon—can hear, is largely concerning for some people.

For users who are concerned with the tool, there’s always the “old school” approach of doing things yourself; it might take you five minutes longer to complete a task, however, you also won’t have your conversations sent to that old friend you haven’t spoken to in years. The catch-22 begins.

Chipotle Adds Drive-Thru…Sort of.

Chipotle is adding drive-thru lanes to some of its new locations, but unfortunately you won't be able to place an order at any of them. Customers will order their meals online through the Chipotle App beforehand, then they will pick up their meals through the drive -thru lane at the store. According to CNBC, Chipotle has five of these locations in the U.S., but more are coming quickly. With the success Chipotle has seen from its digital, order ahead option, the drive-thru option is a spin-off that the brand is hoping will help increase sales. Last quarter at Chipotle, digital orders accounted for 8.8 percent of total sales, up 40 percent from a year ago. Consumers, especially younger diners, no longer sit in restaurants to eat. The drive-thru option is a great starting point for avid Chipotle fans, making it even easier to munch on their favorite burritos (guac is still extra, by the way).

Lipton and TripAdvisor Pair for Summer Experiences

Lipton, one of the most popular tea brands, and TripAdvisor, the world’s largest travel site, are pairing up this summer to create a unique customer experience. The "2018's Route 66 Road Trip Gems," is a list of must-experience attractions for families to check out this summer along America's most famous highway. Lipton will launch "Refreshingly Road Trippin' with Lipton," on the weekend of National Iced Tea Day, June 8-10, which will invite consumers to experience some of the highlights of the Route 66 road trip experience. The experience will also feature the revealing of the town's first Lipton mural and renaming the Route 66 highway "The Lipton Highway" for the weekend. The Route 66 experience will occur in Pontiac, IL, located near the start of Route 66 and home to the Route 66 Association Hall of Fame and Museum.
 

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