Loyalty360 Reads: March 8th, 2019

Customer Experience
 
Philadelphia Bans Cashless Stores
The City of Brotherly Love has become the first major US city to ban cashless stores. Beginning in July most stores will have to accept cash payments in order to provide accessibility to lower-income individuals. Retailers like Amazon have been advancing the cashless trend, and it’s gaining popularity with merchants. Amazon officials have expressed concern about the legislation’s effect on cashless Amazon Go stores. Exploring alternative payment options is still a wise choice for brands, as it provides an amenable customer experience. Brands should be prepared, however, to accept cash as a legal requirement, as other cities and states are exploring similar legislation.
 
5 Ways AI Can Revolutionize Customer Experience
Over at Martech Advisor, Vandita Grover presents a list of five opportunities around AI in customer experience. The list includes “data analytics and insights” and “recommender systems.” The latter will make the shopping experience more convenient for consumers. We’ve heard from several brands that are embracing AI. It’s a trend that will continue for the foreseeable future, and the opportunities it presents to brands are constantly growing in number.
 
Programs
 
MOD Pizza Launches New Loyalty Program with a “Pay-It-Forward” Feature
MOD Pizza has launched MOD Rewards, an app-based loyalty rewards program. In addition to discounts on pizza and salads, consumers who use the app can opt to “pay-it-forward,” and MOD Pizza will redeem the rewards as a donation to Generosity Feeds. Charity options resonate with consumers, so this feature is likely to drive customer retention.
 
Senators Hockey Team Launches Comprehensive Rewards Program
The Ottawa Senators have announced the launch of The Seventh: Season Seat Members Club. Rewards include 20 percent off all concessions purchases (which adds to the existing 20 percent off on merchandise), access to exclusive events with alumni and players, and a limited-edition collection of team wear made exclusively for Season Seat Members. Discounts, experiences, and exclusivity are all excellent ways to gain customer loyalty. This is a particularly impressive rewards program for a sports team.
 
The Best in Auto Loyalty
The Globe and Mail has published a list of “the best car offers from auto brands rewarding customer loyalty.” The article states that there is “a bearish trend predicted for new vehicle sales in Canada this year,” and presents models with the best offers. Listed models include the Acura ILX, the Volvo XC90, and the Hyundai Santa Fe XL. Interestingly, all the rewards mentioned in the article are cash and savings based. Perhaps experiential rewards (seeing your car come off the assembly line, for instance) could be a loyalty differentiator in the auto space.
 
 

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