The Loyalty NewswireSeptember 03, 2024

This week’s Customer Loyalty and Digital Marketing News

Editor’s Note

We snuck away from the keyboard today to peak in on a women’s quarterfinal match at the US Open, where we witnessed US tennis player Emma Navarro reel off 6 straight games in the second set to complete her victory over Spain’s Paula Badosa. Sport has a unique role in our lives and often it is to remind us that victory is never out of reach.

This week we see one program closure (Disney), but also reminders that brands that are growing profitably (Sprouts) are keeping their eye on the customer. AI creeps closer to the center of CX, now listening in on customer transactions at POS, but we are reminded that customers still like to hear the sound of a human voice in customer service. The beat goes on.

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The Global News Roundup

Frontline associates are now coached by AI to deliver better customer service.

InStore.ai uses microphones placed strategically in Convenience and Fuel retail locations to capture conversations between customers and employees. The interactions are automatically uploaded to the cloud and analyzed using AI to provide managers with insights and recommendations based on what’s being said in stores.

Jay Blazensky, CEO and cofounder of InStore.ai said “Cashiers are on the frontline; they are the face of the chain to the customer. In a few words, they can encourage a customer to sign up for a program by explaining the benefits to them and to use their cards if they are already enrolled.” Read more about using Voice Analytics at POS to increase customer loyalty program engagement and satisfaction.

So, AI coaching is effective, but Twilio survey says most consumers want to speak to a real person in customer service.

Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction. Findings from Twilio’s latest report: Why good listening means good business found that speaking to a real person is currently the channel that makes consumers feel the most understood and listened to (48 per cent).

Despite an overwhelming majority of customers (79 per cent) saying that it’s important to be listened to when speaking to customer services, 26 percent said they rarely feel heard. Download the report here or, if you are a CLMP™, grab it from the Loyalty Academy™ VAULT.

Sprouts Farmers’ Market Embraces Customer-Centric Strategies for Growth

Sprouts Farmers has adopted a multifaceted strategy to expand its customer base and cater to evolving preferences. Its focus on customer-centric approaches is complemented by a strategic blend of product innovation, supply-chain optimization, and store expansion efforts.

A cornerstone of Sprouts Farmers’ innovation strategy is its successful private label program. Sprouts has also made a substantial investment in e-commerce platforms, online ordering, and delivery services to meet the increasing demand for convenience. Read more here.

Gnosis Unveils Rewards Program to Boost Gnosis Pay Adoption

Gnosis, the creators behind the fully EVM-compatible Layer-1 Gnosis Chain, has launched an innovative rewards program designed to accelerate the mainstream adoption of crypto payments and engage GNO holders on a deeper level.

The program offers GNO holders four tiers of cashback rewards based on the amount of GNO they hold in their Gnosis Pay Safe accounts. This initiative aims to incentivize the use of Gnosis Pay, a groundbreaking platform that is pioneering the future of crypto-based banking.

Twid Launches Industry-First ‘Reward Mandates’ to Revolutionize Subscription Payments

Twid, an Indian based rewards-based payment network announced the launch of the Reward Mandates, designed to transform the landscape of subscription payment mandates by integrating rewards into recurring transactions.

This “industry-first” solution, introduced under the NPCI Partner Program at the Global Fintech Festival 2024, is set to enhance the efficiency and appeal of subscription payment setups across a wide range of services.

Azerbaijan Railways to reward frequent train travelers with loyalty program

Azerbaijan Railways (ADY) operates passenger train services on the Baku-Pirshagi-Sumgayit, Baku-Khirdalan-Sumgayit, Baku-Aghstafa-Baku, and Baku-Gabala-Baku routes. The company has seen significant growth in passenger numbers in recent years, transporting 2.8 million passengers in 2021, 5.2 million in 2022, and 7 million in 2023.

The company announced intentions to introduce a loyalty program for its passengers where passengers will accumulate bonuses based on the number of trips they take on ADY trains. The program will be integrated into ADY’s mobile app.

Aramark Collegiate Hospitality Insights Feed the Whole Student Experience

As the fall 2024 semester opens, college students look for a seamless integration of their tech-driven society with their yearning for a simpler life. In response, Aramark (NYSE: ARMK) is meeting these students where they are this fall with “Collegiate Hospitality” a program that blends high-tech efficiency with tangible, wellness focused programs to meet student needs.

Beginning in the fall semester, Collegiate Hospitality will also offer a new customer engagement and loyalty program, Dining Rewards, to all students, faculty, and staff. Dining Rewards provides exclusive perks and benefits including birthday gifts, targeted promotional offers, and discounts on select programs.

Disney Movie Insiders Program will close as the end of 2024

Disney Movie Insiders will be sunset as of December 4th, 2024. The official announcement said “Our members’ passion for content across The Walt Disney Studios has always been at the heart of our program. We are incredibly grateful for your participation in the program and enthusiasm over the years.”

The last day to earn points will be September 6th, 2024, with a redemption deadline set for December 3rd, 2024. All points accrued but unredeemed will be forfeited upon program closure on December 3^rd. Disney’s dedicated care team will be available until December 17, 2024.

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