Loyalty360 Reads: April 8th, 2019

Loblaw Launches New Loyalty Program
The grocery retailer has launched a new service that stands alongside its popular PC Optimum Program. “The new program uses consumer data to guide marketing practices, provide customers with more relevant advertising, and reward them for the simple act of seeing those ads while they browse popular Internet sites.” The practice of rewarding engagement had been forecast across the loyalty industry; rewarding ad-viewing is a fascinating development.
NYRA’s Starter Loyalty Program Returns for 2019-20
The New York Racing Association is bringing back its loyalty program for a second season. “The program’s renewal comes on the success of the 2018-19 campaign, rewarding owners and trainers of horses who make at least five starts on the NYRA circuit in a 12-month period.” This is a good example of a loyalty program appearing in an unlikely space and benefitting all parties involved.
Costa Coffee Trials Delivery, Loyalty Program for A Faster Fix
The UK Coffee brand has launched an order-ahead service and a loyalty program to accompany it. “We did a lot of operational testing beforehand. We actually set up mock stores where we would test the operational experience of customers ordering on the phone and showing up to pick it up,” says Arslan Sharif, Costa’s Global Digital and Loyalty Director. Now that’s going the extra mile to ensure quality CX.
Customer Experience
Consumers Are Frustrated by Disjointed Experiences and Poor Customer Journeys
New research from Thunderhead examines the consequences of bad customer experiences, particularly their impact on customer retention and brand loyalty. “These poor experiences are having a damaging impact on brands, resulting in declining customer loyalty, with 19 percent stating that their trust in the brand would be lost forever. This in turn, is causing a much wider domino effect, with four out of five (82 percent) dissatisfied consumers turning to social media to share their frustrations. Of these, 20 percent said they’d go on to share these experiences with more than five people.”
Red Robin CEO Resignation Muddies Turnaround Path, Analysts Say
The resignation of CEO Denny Marie Post complicates and postpones turnaround for the casual dining chain. “The sudden departure of CEO Denny Marie Post, along with last fall’s departure of [Chief Operating Officer] Carin Stutz, reduces visibility further on a potential turnaround story,” says Stephen Anderson, Equity Analyst with Maxim Group. “Until the CEO search comes up with a leader with a proven track record of turnaround experience, we refrain from recommending shares of RRGB at this time.”

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