Loyalty360 Reads: April 20th, 2018

The latest news in the world of customer experience and customer loyalty.
It’s a Rough Day to Be…
Tokyo Joe’s. The Colorado-based fast-casual chain posted a sign on the restroom door of one of its Denver restaurants saying it was for “Tokyo Joe’s addicts only.” The Tokyo Joe’s loyalty program is known as Tokyo Joe’s Addicts Club. However, Denver—as well as many other cities around the country—have struggled with drug overdoses, particularly in restrooms where addicts go to seek privacy and shoot up. A Colorado politician took the restaurant to task for the sign, posting on Twitter that there was a bill in the works to stop bathroom overdoses and that “@TokyoJoes can do better.” The chain explained itself and apologized on Twitter, saying, “We agree this was 100% inappropriate and inconsistent with our brand values. We would never make light of the opioid epidemic.  We apologize for letting our fans down. We will be addressing this internally first thing (Thursday) a.m. We can and will do better.”
Say Goodbye To…
Virgin Atlantic Airlines. Yesterday, Amazon announced it was making Whole Foods rewards a thing of the past, and today Alaska Airlines announced it is doing away with the Virgin America brand on April 24. Although the two airlines have operated somewhat autonomously since its merger several months ago, next Tuesday all Virgin branding and check-in desks will be switched to Alaska Air. Also, all web traffic will be redirected to alaskaair.com; all calls will be directed to the Alaska Air call center, only the Alaska Air app will be supported; and all flights will operate with Alaska Air flight numbers. The interior of the planes themselves—specifically Virgin’s mood lighting and branding—will gradually transition over to the more staid Alaska Air look.
Men’s Clothing Brands Jos. A. Bank and Men’s Warehouse Create Online Service Effort
Shopping has always been a challenge for men. Shopping online has been a double a challenge for men, especially when you’re buying something like a new suit that needs to be tailored. Still, shopping online is the wave or the future—or the wave of the present, really. So what’s a dude to do? Or, what’s a business to do, especially when you own brands like Jos. A. Bank or Men’s Warehouse? Enter Men’s Warehouse LIVE! And Jos. A. Bank LIVE!—an integrated experience that brings together in-store wardrobe consultants with online customers via chat and live video. Not sure what to buy? Need answers on fashion? You’re covered. They will be the first men’s retailers in North American to offer the same level of in-store and online customer service, said Doug Ewert, CEO of Tailored Brands Inc., which owns the two brands as well as Joseph Abboud, Moores Clothing for Men and K&G. The company rolled out a pilot program in various markets in 2017, seeing a double-digit life in average order value and a dramatic conversion rate, which prompted the larger rollout.

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