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As we all continue to settle into our new normal for the time being, the sudden changes and uncertainty have not been easy on anyone. The routines of our daily lives have been overturned in a multitude of ways and while a lot of focus right now is on distancing, our goal at Loyalty360 is to keep members connected, even if it is at a distance and digitally for the near future.
Last week, we highlighted a few of our brand members that have dedicated various resources to support impacted customers, employees, and communities and in doing so, have managed to maintain and build positive experiences and loyalty during a time of high stress and confusion for a lot of us. We are excited to continue sharing the stories of a new group of members that have gone above and beyond in their efforts to create positive customer experiences and loyalty whenever possible.
You can read the first article in our series here, which highlights the great work a number of our brand members have recently shared.
Papa John’s Goes “No Contact” to Help Serve its Customers and Communities
As a measure for extra safety and peace of mind, Papa John’s has launched no contact delivery for customers across the United States and Canada. The process of selecting no contact delivery is very simple. Customers just choose the option when ordering, which is available in the latest version of the Papa John’s app. At the restaurant, a quality seal is applied to the pizza box, and then the driver leaves the meal on a cleaned surface and payment is handled when the order is placed so that customers can receive food without having to interact with the driver.
“At Papa John’s we have been delivering Better Ingredients. Better Pizza. directly to customers for 35 years,” shared Jennifer Vlahos, Sr. Manager of Loyalty for Papa John’s. “We are committed to continuing to provide high quality meals to the communities we serve during this unprecedented time, and we are implementing additional precautions to protect the health and safety of our team members and customers. That’s why we launched measures like No Contact Delivery, because it is our policy that from our 450-degree oven into the box, the pizzas are not to be touched.”
Taking Care of the American Eagle and Aerie Family
Contributed by BRIERLEY
Like many retailers, American Eagle features its company response to the COVID-19 crisis front and center on its home page. In its response, AEO outlines its commitment to taking care of employees, customers, and the communities they serve.
Although retail locations are temporarily closed, AEO strikes a uniquely employee-friendly tone in ensuring that store associates are compensated for scheduled work time. In addition, they are helping to remove financial barriers so employees can receive diagnostic testing or medical care as needed. At warehouses, shifts and breaks are being staggered to reduce the amount of time associates spend in close proximity. Maximizing cleaning measures ensures the safety of warehouse associates as well providing safe product shipping.
Additionally, AEO is taking care of its customers by extending the return/exchange window for purchases that have already been made. With customers unable to go to the store, they can wait as long as needed to receive a refund, make an exchange, or receive an AE Gift Card. AEO Connect members with active rewards now have extended expiration dates to allow for ample time to redeem. Rewards issued after March 23rd will also have an extended validity period.
In affected communities, AEO is providing financial support to impacted regions through its AEO Foundation and has established a relief fund to help associates impacted by this health crisis.
Kellogg’s Family Rewards Enables Members to Lean In and Help Out
Contributed by BRIERLEY
Brand Loyalty at its Best…
It’s refreshing to see how many companies are “leaning in” during the COVID-19 crisis. In addition to temporarily suspending Kellogg’s Family Rewards points expiration for all members, Kellogg’s has committed over $5 million in food and funds to ensure that those consumers who are at a disadvantage for food at this difficult time receive support. But Kellogg’s didn’t stop there - as the brand is inviting its loyal customers to jump in to support Feeding America and its network of food banks by donating their loyalty points in exchange for meals for families in need. And to top that, they are reducing the normal points required for a $1 or $5 donation by half! To date, the promotion has succeeded in collecting over $100,000 from member points donations alone! Check out kelloggsfamilyrewards.com to learn more. Kudos to Kellogg’s and Kellogg’s Family Rewards members! #AllInThisTogether
Online Communities Provide Unique Opportunity to Bring Customer Together
The team at Social Media Link has been busy working with companies to utilize their brand communities (including the Loyalty360 Brand Panel) to share positive and helpful news, to answer questions, and to create positive member experiences. All of us are facing a new reality of losing human connection in the physical world. This means many are turning to the online world to help cope. Brands are rolling out timely and engaging activities and discussions that help members tackle the many new challenges that they face. Additionally, community members are often a brand’s biggest advocates and jump at the chance to help transmit critical business information to the broader public. One brand shared the news of their multi-million-dollar donation to the World Health Organization’s COVID-19 Response Fund, gaining positive sentiment from Community members and enabling them to spread the message beyond through WOM.
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