Customer Experience
The New Canada Goose Toronto Store Offers Customers a Unique Multisensory Experience
Canada Goose, a high-quality jacket and outerwear retailer is taking a new approach to customer experience with daily snowstorms. Although the brand’s store is located inside a mall in Toronto, the Canada Goose store has no inventory for shoppers to take home. Instead, the coat maker wants consumers to have a multisensory experience, which they call “The Journey”, to feel why the outerwear is worth the price tag, which can top $1,000. When customers enter the store, there are OLED panels under glass flooring that simulate cracking ice as consumers walk forward. The walls are made to look and feel like rock and there is a soundtrack pumping out the sounds of the Arctic. On their journey, customers will enter a “Gear Room” where they will select a Canada Goose coat and accessories to try out in the “Cold Room”. When consumers enter the room, it’s dark and cold (10 degrees Fahrenheit) and they see scenes of cold and nature projected on the walls. After leaving the “Cold Room” consumers will head to the retail area, where brand ambassadors are available to answer questions and help navigate through the product inventory, digitally on kiosks. If “The Journey” did its job, shoppers will leave empty-handed, but filled with the anticipation that a new coat or accessory will arrive at their home that night, or the next day, if purchased after 2 p.m.
Delivery Only: The Rise of Restaurants with No Diners as Apps Take Orders
Inside a bright red building in Redwood City, just south of San Francisco, cooks plunge baskets of french fries into hot oil, make chicken sandwiches and wrap falafel in pita bread. But what's missing here are waiters and customers. Every dish is placed in a to-go box or bag. DoorDash manages this building, the drivers, the counter staff — everything but the food, which is made by five restaurants that are renting kitchens here. "Rather than having to build a physical brick-and-mortar store, we do that on their behalf. And then they move into our DoorDash kitchen and then overnight they're live on the DoorDash platform," said Fuad Hannon, DoorDash's head of new business verticals. He oversees the new kitchen venture.
American Express study reveals rise in online payment fraud
American Express released a report stating 77 percent of merchants reported being victim of some type of fraud, adding that efforts to mitigate those risks are impacting their bottom line. The report showed that online fraud has increased a great deal over the past year, noting that 27 percent of online sales are fraudulent transactions, up from 18% a year ago. In addition, 82 percent of merchants say their businesses are vulnerable to fraud from mobile transactions, compared with 73 percent a year ago. Furthermore, 79 percent of merchants are vulnerable from online transactions, compared with 75 percent a year ago.
Loyalty/Rewards Programs
Food Lion’s locked in on loyalty
Earning customer loyalty is a big part of the private brand strategy, and Salisbury, N.C.-based Food Lion just earned awards for its customer loyalty program and customer experience. The recognition came from Indianapolis-based Loyalty360 as part of its second annual “Best in Class” awards, presented during its 2019 conference. Food Lion’s loyalty program was recognized as being best in class in the category of “Customer Experience Strategy” and “Customer Loyalty.” The Food Lion program delivers personalized offers to members every month, utilizing data such as purchase history to fine-tune coupons and savings for shoppers. Food Lion said shoppers using the rewards program save on average about $20 each month since the “Shop & Earn” program launched.
Thorntons Gifts Loyalty Program Guests With 25 Days of Giveaways
Thorntons is celebrating the holiday season – and loyalty program members - with 25 days of Refreshing Rewards giveaways. Running through December 25th, Refreshing Rewards loyalty program members will be rewarded with a deal of the day every day. Deals include discounts on single item purchases or buy one, get one deals on guests' favorite products, according to the convenience store retailer. All they must do is purchase the current day's item and swipe their rewards card at checkout to redeem the offer. Launched in 2014, Refreshing Rewards is a guest loyalty program with benefits that include daily fuel savings, bonus flash fuel savings, FREEquency clubs, click to load offers and exclusive sweepstakes.

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