Programs
The Purpose of Telstra’s New Loyalty Program
Telstra has launched a points-based loyalty program, but its reason for doing so is different. “Why would Telstra also want to go down the route of launching a points program in the increasingly cluttered category of loyalty? Most likely it has nothing to do with the value of the point at all. It’s the value of the CX that matters.”
Advance Auto Parts Expands TechNet Program
Advance Auto Parts has introduced new enhancements for its loyalty program, including “insurance and affinity benefits, enhancements to the nationwide warranty, digital menu boards, a TireAmerica.com partnership, and a TechNet-branded Virtual Vehicle tool.”
Customer Experience
The Line between Traditional and Low-Cost Airlines Blurs
“According to the J.D. Power 2019 North America Airline Satisfaction Study, a combination of newer planes, better ticket value, and improved customer touchpoints have driven overall satisfaction with airlines to its highest point in history, up 11 points (on a 1,000-point scale) from last year’s record-setting performance.” The catch is that low-cost carriers are upping their game.
How Best Buy Survived, Took on Amazon
The electronics retailer was struggling for a time, but it has become competitive once more. “For years, Best Buy had watched customers walk its floors and test out products they would then buy online for lower prices, often from Amazon. The retailer figured it could offer service and convenience that its online competition could not, and moves to work closely with vendors and train employees drew shoppers back into stores again.”
SEO
The North Face Faces Criticism for Uploading Images to Wikipedia
The North Face is getting some backlash. “In April, the ad agency Leo Burnett Tailor Made filled Wikipedia entries of Brazilian landmarks with professional shots featuring the brand, with the intention of causing Google to display the same images in the top few search results.”