Programs
 
Penguin Random House Rewards Readers
The publishing company has launched a loyalty program for bibliophiles. “To participate in the program, readers can create a free account . . . and enter basic proof-of-purchase information to begin earning points. The majority of PRH titles are eligible to earn points. Once a member has earned 120 points—which PRH said is the equivalent of uploading proof of purchase for 12 books—a rewards code will be issued that can be redeemed for free PRH books, up to a $30 value, on PRH.com. The company will ship the books free of charge to customers.”
 
Walgreens Listens to Customers, Adjusts Program
“Last November, Walgreens changed their Balance Rewards Program by limiting the number of rewards you could redeem in one purchase to only 5,000 points (or $5 off). Many people complained and many stopped shopping the deals.” The company will implement changes in early May to let customers redeem more points.
 
Customer Experience
 
How Dunkin’ Became a Beverage-First Restaurant
Dunkin’ Donuts became Dunkin’ last year, managing to rebrand as a coffee-first company, despite having over 12,000 locations. AdWeek looks at how the brand managed this change without alienating loyal customers.
 
Restaurants Invest in Insta-friendly Décor
Restaurants are investing in décor that encourages Instagram users to post pictures of their meals (now, tables sometimes even include the restaurant name to encourage business). “Mike Kelly, co-founder and CEO of State of Mind Partners, said that one way to remain true to the brand is by not paying influencers—Instagram users with thousands or even millions of followers — to come to your restaurant. An authentic social media presence can also help restaurants expand into new markets by introducing the brand to new customers while adding special touches relevant to the community.”
 
How to Turn Satisfied Customers into Loyal Customers
Sandy Rogers, former Senior Vice President for Corporate Strategy at Enterprise Rent-A-Car and current leader of FranklinCovey’s Loyalty Practice, shares loyalty wisdom with Forbes. One highlight: “A regularly scheduled ‘loyalty huddle’ is essential to creating customer loyalty: Take time with your team to focus on customer service and loyalty principles. Having brief, regularly scheduled meetings—say, once a week for 10 to 15 minutes—will keep the concept of loyalty front-of-mind. These meetings are opportunities for mini-training sessions and reinforcement of the most important loyalty principles.”
 

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