Red Robin’s Loyalty Program Revamp Drives Customer Engagement Amid Challenging Economy
Red Robin Gourmet Burgers Inc. recently reported third-quarter earnings for the period ending October 6, 2024, noting that while there has been progress with new member transactions and the brand’s loyalty program, guest traffic is stabilizing though not as much as the company had hoped it would. During the earnings call, executives said the economic environment still had challenges.
Red Robin President and CEO G.J. Hart stated, “We believe the investments we made in this brand over the past 18 months have positioned us well to compete and win. We remain focused on what we can control, which is positioning our iconic brand as a high-quality gourmet burger occasion and delivering a great experience to every guest through our craveable burgers, bottomless fries, and fun and friendly atmosphere.” Hart added, “We are signing up more loyalty members. They are visiting more frequently and spending more on each visit. Loyalty 2.0 is a major factor in how we design our value promotions and marketing strategy as well. We know that when guests sign up for loyalty, they value their ability to immediately earn points and score us consistently higher on value, service, and quality.”
Loyalty program sign-ups each four-week period for the third quarter averaged 150,000, almost double its previous sign-up rate. New member transactions were also up by 141% compared to last year’s third quarter. The financial results also showed that loyalty member spending continues to outpace non-loyalty members. Meanwhile, thanks to Red Robin’s Loyalty 2.0, 400,000-plus lapsed loyalty members re-engaged with the brand, contributing to nearly 20% of loyalty member visits from May to the end of the third quarter. The company’s net loss during the third quarter reached $18.9 million compared to an $8.2 million loss last year in the same period, although same-store sales were up by 0.6%.
Unlock Red Robin’s full third-quarter financial results here: https://ir.redrobin.com/news-events/press-releases/detail/693/red-robin-gourmet-burgers-inc-reports-results-for-the
Expedia Group Leverages Digital Engagement and Personalization to Drive Growth and Customer Loyalty
Expedia Group is strengthening its focus on digital engagement and personalized customer experiences as primary growth drivers. In the third quarter, the company invested heavily in technology and customer loyalty initiatives, aiming to enhance user experience across its platforms. A key strategy involved integrating generative AI into its mobile app and One Key loyalty program.
CEO Ariane Gorin noted during the earnings call that these efforts are enhancing customer experience, citing, “Over 70% of travelers read reviews, and we use generative AI to summarize reviews of properties and neighborhoods. Customer service leverages AI so travelers can self-serve, which reduces costs and improves the customer experience.”
Expedia’s third-quarter performance showed a 9% increase in booked room nights and a 7% rise in gross bookings. Gorin attributed this momentum to an increased focus on consumer engagement and recent technological upgrades, especially on the mobile app. Global app downloads climbed nearly 10%, with a notable rise in bookings made via the app. Enhancements, including faster load times and improved navigation, have driven higher conversion rates, making the app central to Expedia’s engagement strategy. Additionally, Vrbo, Expedia’s vacation rental platform, has expanded its inventory by more than a million units and introduced features aimed at improving options for customers and streamlining the vacation home shopping experience.
Expedia is also intensifying efforts in personalization to foster customer loyalty and retention, primarily through its One Key loyalty program, launched in 2023. The program’s tiered structure, which includes Silver, Gold, and Platinum levels, has attracted new loyalty members and encouraged engagement across platforms, allowing customers to earn and redeem rewards seamlessly. During the third quarter, the company reported a 3% revenue growth, with B2C gross bookings also up by 3% and B2B revenue up by 19%.
Learn more about the One Key Loyalty Program here: https://expediagroup.com/
The Home Depot Foundation’s $10 Million Veterans Housing Initiative
To mark Veterans Day, The Home Depot Foundation has pledged $10M through its annual Operation Surprise program to support aging veterans with essential housing needs. This funding aims to help veterans age comfortably in their own homes and reduce homelessness among this vulnerable group, particularly as the number of veterans over 85 requiring support is expected to surge by more than 500% in the next two decades. The Department of Veterans Affairs reports a recent uptick in veteran homelessness despite a prior decade-long decline of 55%.
The Home Depot Foundation Executive Director Erin Izen said, “As veterans age, small accessibility modifications can mean the difference between remaining in their own homes versus being displaced. With this new $10 million investment, The Home Depot Foundation is proud to further our support of our nonprofit partners improving veteran housing across the country, helping veterans safely maintain their independence for years to come.”
As a result of the donation, more than 230 affordable housing units will be created or renovated by partners like U.S.VETS and the Coalition for Responsible Community Development. Additionally, Operation Homefront will carry out more than 125 urgent home repairs, while the Housing Assistance Council will deliver rental and mortgage assistance to more than 270 veterans. The Gary Sinise Foundation will build seven custom smart homes for severely disabled veterans, and Semper Fi & America’s Fund will make 400 home adaptations to improve accessibility for elderly veterans, allowing them to live independently for longer. Throughout November, Team Depot, Home Depot’s associate volunteer network, will perform hundreds of projects to make veteran homes safer and more livable, contributing to long-term housing stability.
Watch as Instagram influencer #homewithstefani speaks about a Veteran’s Day project she completed with The Home Depot Foundation: https://www.instagram.com/homewithstefani/reel/DCPRK-xP4zv/
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Original Article Links:
Red Robin stabilizes traffic amid loyalty program progress
Expedia Focuses on Personalization, Loyalty and App Enhancements
The Home Depot Foundation invests $10 million to help veterans age in place, avoid homelessness