Programs
Ford Revamps Customer Loyalty Points Program
Ford has unveiled FordPass Rewards, an app-based loyalty program that awards points for spending money on vehicle maintenance. “Our old program worked, but it didn’t have the reach, flexibility ,and engagement from our brand to make it successful,” says Jason Sprawka, Ford’s Director of US Customer Experience. “The dealers made this program better. They challenged us to redesign it so that it was more customer-centric.”
Customer Experience
New Hertz App Enables Biometric Authentication
In an effort to reduce friction in the car-rental process, Hertz has redesigned its mobile app to enable facial and fingerprint identification. “When redesigning the Hertz app, we listened to customers and what they wanted most,” says Hertz Senior VP Jayesh Patel. “Our customers told us they wanted faster reservations, better visibility to their loyalty program rewards, and easy access to their rental history and receipts. The updated Hertz app offers those solutions and many more.”
New Chief CX Officer for Ford Doubles Down on Customer Experience Efforts
Elena Ford, the great-great-granddaughter of founder Henry, has been appointed Chief CX Officer for the brand, and has announced that the company will strengthen its CX initiatives. For example: “A new customer contact center in Houston, Texas—dedicated exclusively to assisting truck owners, Ford’s largest, most loyal, and most demanding customer group—introduces a new highly customer-centered approach.”
Walmart to Put Veterinary Clinics in Stores, Launch Online Pet Pharmacy
We’ve seen a number of physical retailers innovate to increase foot-traffic, but this one stands out. Walmart is adding dozens of veterinary clinics to its stores. “Walmart also will launch an online pet pharmacy, WalmartPetRX.com, rivaling PetSmart’s e-commerce business, Chewy.com, which also has an online pharmacy unit. Walmart said its website will offer low-cost prescriptions for dogs, cats, horses, and livestock, from more than 300 brands.”
Data
Chrome Users May Be Enabled to Block Advanced Tracking Cookies
Google is tightening its browser-privacy settings, which would likely enable users to block advanced tracking cookies. “If this comes to pass, it will be a significant move from Google, considering rival browsers (like Firefox and Safari) already have some amount of cookie blocking controls built-in, and Google’s business is modelled around targeted advertising.”