DOCSLIB.ORG

Appendix a - Transcripts from Focus Group Consultations

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Appendix a - Transcripts from Focus Group Consultations Appendix A - Transcripts from Focus Group Consultations PROJECT: Attitudes Towards Loyalty Programs PN#: 7212 LOCATION: Toronto DATE: November 15, 2012 – 5:30 p.m. (Transcriber’s Note: Moderator makes opening comments on the purpose of the interview.) M: So, why don't we go around the table and maybe you could each introduce yourselves and tell us your first name and a bit about yourself and what sort of work you do, if you work outside of the home, and who lives with you in your house, be that human or canine or a feline. Do you want to begin? R: Well, my name is Lynda. M: With a Y? Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 91 R: With a Y, yes. I do a lot of little things. I invigilate exams for professors. M: You mean like bar examinations and things like that? R: Yes, and others. M: So, if you see somebody copying from someone else, you get to sort of punish them? R: I protect them. I wouldn’t even think about it. And I do other kinds of little things. I help my husband, he’s a writer. And I’m auditing a course at York University in French, and I do volunteer work for newcomers to Canada. I keep pretty active. I have two kids, and they’re both overseas. One is doing a PhD, and is going to be in Women in Leadership for the Third World. She’s in Spain studying. And my son has gone back to Pakistan to help his father who has a terminal diagnosis. 0:03:34.2 M: And his father lives there? R: My first husband, yes. R: I’m Brad. I work in a special needs school, predominately autistic children. I’m not a teacher, but I assist the teacher. Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 92 M: So, does that make you like an EA? R: Yes, well, I work for … so there is a teacher, and there is an EA. And I work for a private school. So, the teachers and the EAs cannot physically restrain the children, it’s not in their contract. So, they have to hire people like myself. M: So, you’re allowed to restrain? R: Yes, when the children become aggressive, then … M: So, you’re like the bouncer? R: I’m the muscle. But I do everything an EA does, except when the going gets tough, the EAs goes away and I kind of restrain them. I have a photography website, I do photography as a hobby. I study film as a hobby, as well, directors and stuff like that. That’s about it. I like sports. I wish I could play hockey soon. M: Well, I’m sure we can find other ways to entertain ourselves, like being in a focus group. R: I’m Peta. I’m currently on maternity leave, but I … 0:05:06.1 Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 93 M: So, are you into the ethical treatment of animals? R: I haven’t heard that before. M: Because I’ve seen that acronym for PETA. R: It’s not my full … there is a little more to it. It’s shortened, just because it’s easier. I’m on maternity leave, I have an eight-month-old boy and a nine-year-old. I’m a chiropractic assistant. I’m still a part-time student at York University, finishing up a kinesiology degree. R: My name is Keesha Lee. I’m a full-time insurance broker. I live at home with my two kids and my spouse. That’s pretty much it. R: I’m Sylvana. I work full-time in an elementary school in Toronto. I’ve been there for 23 years. I did 15 years of retail before that. I have a son and a husband. My son is back in school. He wanted to go into policing. M: I’m sure working in retail was good preparation for dealing with a class of … R: I went into a school not knowing anything about working in a school, but I had 15 years of retail, so that was all they needed for me to work in an elementary school. And when I went there, and they said, you’re going to be the head secretary … I was like, I know nothing about school. I know, but you were in retail for 15 years, you can do it. Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 94 M: It’s customer service. R: I guess I must be doing something right because I’ve been there 23 years. I’m ready to retire in a little while. 0:06:51.7 R: I’m Sonya. I work for the Federal Government, the Industrial Research Assistants Program. We basically assist small medium-sizes companies. I have two children. My son will be 18 in May, and my daughter is going to be 9 next week. My son is finishing high school and going into aerospace soon. And I have my partner at home. That’s about it. R: I’m Carlton. I work in finance, mutual funds. And before that, I worked in the travel industry, and for vacations I do a bit of travelling. It was fine for a while, but I decided to go back to school and get a business degree, and then I went into finance. M: So, as you may have guessed from the questions we asked you when we invited you to the session, as I said before, we’re going to be exploring the whole topic of customer loyalty programs. So, I want to start by asking each of you to tell us what loyalty programs, just off the top of your head, are you a member of, or how many memberships do you think you have? Keesha Lee, why don’t we start with you? R: I have three memberships. Actually, probably, four. Addition Elle, Sears, Canadian Tire and Wal-Mart. Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 95 M: So, Wal-Mart, Sears, Canadian Tire … what was the first one? R: Addition Elle, it’s a clothing store. M: Sylvana? R: Capital One, Sears, MasterCard, Visa … M: But are MasterCard and Visa … these are all loyalty programs? 0:08:35.2 R: No, they’re just regular cards. M: I’m thinking like membership cards? R: Costco. M: And Sears you mentioned? R: Sears. Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 96 M: Sonya? R: I have HPC, Sobey’s, Petro Canada, Air Miles Collector, and Shopper’s Optimum. M: So, that’s like five. R: (Inaudible, group over-talking.) M: Yes, I have the Body Shop. R: Me, too. M: Carlton? R: I have Air Miles, HPC and Shoppers Drug Mart. M: What about any gas stations? I guess some of them have programs? 0:09:35.8 R: I have Petro. Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 97 R: Petro. R: I was in Husky the other night. I went in there to get lottery tickets. And they said, would you like a loyalty card? Sure, why not. M: What is Husky? R: It’s a gas station. M: And what about Aeroplan or an airline loyalty program? Are any of you members of those? R: Yes. M: So, Lynda, what loyalty programs do you belong to? R: Aeroplan is particularly a favourite with my husband. We have that. Optimum with Shoppers, Air Miles, PC, I really like that one, HPC, Petro Miles, Canadian Tire. Those are the ones I can think of. M: There are many others? R: There are others, yes. Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 98 M: Before you know it, your wallet is thick with cards, I guess. Brad, which ones are you…? R: I do the Air Miles, I have the Shoppers Optimum. Petro Canada, AMC Movie Card. 0:10:45.6 M: Although, did they …? R: They closed the Kennedy and the 401. But they have one at Yonge and Dundas. M: Oh, hasn’t that become a Cineplex now? R: Possibly. R: The Scene Card. M: That’s another one. R: Yes, they changed the naming of them. Public Interest Advocacy Centre | Customer Loyalty Programs: Are Rules Needed? 99 R: Yes, I don’t have the Scene Card. I do have Body Shop. I totally forgot about it until you mentioned it. But I have two Visa cards and one gives me Air Miles, and one gives me Dividend points, Dividend dollars. M: There is some form of an incentive? R: Yes. R: I think we are taken up by that. R: I don’t know if that’s relevant. M: Peta, what do you have? 0:11:26.8 R: I have the Shoppers Optimum, Air Miles, Petro Canada, I have a Body Shop one. I have the Scene Card, I love that one. What else do I have? I probably have a couple of others that I can’t remember right now. M: So, I think what we’re going to do … because we’re going to be discussing a lot of issues around loyalty programs … but I want to start off by having you work together in teams. And since you’re an odd number, I guess we’ll have Linda, Brad, and Peta as a trio, and then Sylvana and Keesha Lee will work together, and Sonya and Carlton will work together.
Load more

Recommended publications
  • Clickscapes Trends 2021 Weekly Variables
    ClickScapes Trends 2021 Weekly VariableS Connection Type Variable Type Tier 1 Interest Category Variable Home Internet Website Arts & Entertainment 1075koolfm.com Home Internet Website Arts & Entertainment 8tracks.com Home Internet Website Arts & Entertainment 9gag.com Home Internet Website Arts & Entertainment abs-cbn.com Home Internet Website Arts & Entertainment aetv.com Home Internet Website Arts & Entertainment ago.ca Home Internet Website Arts & Entertainment allmusic.com Home Internet Website Arts & Entertainment amazonvideo.com Home Internet Website Arts & Entertainment amphitheatrecogeco.com Home Internet Website Arts & Entertainment ancestry.ca Home Internet Website Arts & Entertainment ancestry.com Home Internet Website Arts & Entertainment applemusic.com Home Internet Website Arts & Entertainment archambault.ca Home Internet Website Arts & Entertainment archive.org Home Internet Website Arts & Entertainment artnet.com Home Internet Website Arts & Entertainment atomtickets.com Home Internet Website Arts & Entertainment audible.ca Home Internet Website Arts & Entertainment audible.com Home Internet Website Arts & Entertainment audiobooks.com Home Internet Website Arts & Entertainment audioboom.com Home Internet Website Arts & Entertainment bandcamp.com Home Internet Website Arts & Entertainment bandsintown.com Home Internet Website Arts & Entertainment barnesandnoble.com Home Internet Website Arts & Entertainment bellmedia.ca Home Internet Website Arts & Entertainment bgr.com Home Internet Website Arts & Entertainment bibliocommons.com
    [Show full text]
  • 50332 BBL TLR17 Executivesummary CDN Ev6.Indd
    Launch Edition THE BATTLE FOR LOVE & LOYALTY THE LOYALTY REPORT 2017 EXECUTIVEE X U T V E SUMMARYS U R PUNCHING ABOVE YOUR WEIGHT This year, the gloves come off as we pit champions versus challengers in a battle for consumer love and loyalty. Changes in Program Member attitudes and behaviours are reshaping the loyalty landscape and pressuring the status quo. Loyalty Program design does not need to rely solely on the familiar punch of a dividend. It’s about hitting smarter and punching above your weight with a superior customer experience that recognizes your best customers. With more Programs competing for their attention, hyper- informed consumers expect personalized and shared interactions across a brand’s loyalty ecosystem. A Program’s success hinges on its humanity and ability to respond to competitive pressures, embrace evolving technologies and create a better Member experience. To diff erentiate and knock out your competition, your loyalty Program must adapt, surprise and delight. Let’s step into the ring. NORTH AMERICA’S LARGEST LOYALTY STUDY + 10INDUSTRY SECTORS INCLUDING • Payments • Airline • Retail • Entertainment 400+ • Grocery • Coalition LOYALTY • Hotel • CPG PROGRAMS • Gas • Etc. 50+ A sample of over ATTRIBUTES • Program Mechanics • Rewards & Redemptions • Earn Mechanics , • Brand Alignment 28 000 • Loyalty Emotional + Behavioural Outcomes NORTH AMERICAN CONSUMERS • Human-to-Human Experiences participated in this study through an • and more online survey FAST FACTS MEMBER SATISFACTION THE LOYALTY ADVANTAGE BY SECTOR The
    [Show full text]
  • Reward Points
    Double Mental Discounting: Reward Points Tyler Rabey A Thesis from John Molson School of Business Presented in Partial fulfillment of the Requirements For the Degree of Master of Science (Marketing) at Concordia University Montreal, Quebec, Canada June, 2020 © Tyler Rabey, 2020 CONCORDIA UNIVERSITY School of Graduate Studies This is to certify that the thesis prepared By: Tyler Rabey Entitled: Double Mental Discounting: Reward Points and submitted in partial fulfillment of the requirements for the degree of Master of Science in Administration (Marketing) complies with the regulations of the University and meets the accepted standards with respect to originality and quality. Signed by the final examining committee: ___________________________________ Chair, Darlene Walsh ___________________________________ Examiner, Dr. Kemal Buyukkurt ___________________________________ Examiner, Dr. Kamila Sobol ___________________________________ Supervisor, Dr. Mrugank Thakor Approved by ________________________________________________ Dr. Onur Bodur, Graduate Program Director ________________________________________________ Dr. Anne-Marie Croteau, Dean, John Molson School of Business Date ________________________________________________ iii Abstract Double Mental Discounting: Reward Points Tyler Rabey Previous research has shown that when receiving a promotional credit (e.g., a gift card with a primary purchase), consumers mentally deduct the value of the promotion from the cost both when receiving the promotional credit, and when redeeming it, resulting in lower perceived costs than what was truly spent (Cheng & Cryder, 2018). The authors refer to this as “double mental discounting”, which occurred with promotional credit in the form of dollars, but not points. In two between-subjects design experiments, this research broadens our understanding of double mental discounting. Study 1 of this research partially replicates the findings of Cheng & Cryder (2018) and further investigates complexity of the points program as potential moderator to double mental discounting.
    [Show full text]
  • PC Optimum Part 1 PC Optimum Rewards Program
    Building a Rewards Program With 5 Million Monthly Visits: PC Optimum Part 1 PC Optimum Rewards Program In February of 2018, Loblaws merged their PC Plus & Shoppers Optimum Loyalty Programs to create a unified loyalty program, PC Optimum. Click to view. Click to view. Part 2 PC Optimum Rewards Program PC Optimum is a standalone loyalty program with its own website (pcoptimum.ca) and app. Part 3 PC Optimum Rewards Program Over the past two years, pcoptimum.ca has seen relatively stable traffic of 4M - 6M monthly visits, but growing only +14% since Nov. ‘18. 8M 6M 4M Monthly Web Traffic 2M 0 Nov. ‘18 Oct. ‘20 Part 4 PC Optimum Rewards Program Compared to competing rewards programs, PC Optimum has roughly 6 times more traffic than getmyoffers.ca (the rewards program for Sobeys, Safeway, IGA, & Foodland) & 42 times more traffic than morerewards.ca (Save-On-Foods’ program). That said, both My Offers & More Rewards have experienced more significant traffic growth during the period (+167% & +70% respectively) than PC Optimum (+14%). 8M 6M 4M Monthly Web Traffic 2M 0 Nov. ‘18 Oct. ‘20 pcoptimum.ca getmyoffers.ca morerewards.ca Part 5 PC Optimum Rewards Program Despite being a standalone program, PC Optimum is deeply integrated into Loblaw’s overall digital ecosystem. 92% of all referrals to PC Optimum are driven by 10+ Loblaws properties. Loblaws Web Property Non-Loblaws Web Property accounts.pcid.ca pcplus.ca shoppersdrugmart.ca secure.pcinsiders.ca secure.pcfinancial.ca realcanadiansuperstore.ca webmail.bell.net nofrills.ca pcfinancial.ca presidentschoice.ca loblaw.force.com play.shoppersdrugmart.ca 0 1M 2M Part 6 PC Optimum Rewards Program Despite being a standalone program, PC Optimum is deeply integrated into Loblaw’s overall digital ecosystem.
    [Show full text]
  • ANNUAL INFORMATION FORM (For the Year Ended December 31, 2020)
    ANNUAL INFORMATION FORM (for the year ended December 31, 2020) March 1, 2021 GEORGE WESTON LIMITED ANNUAL INFORMATION FORM TABLE OF CONTENTS I. FORWARD-LOOKING STATEMENTS 1 II. CORPORATE STRUCTURE 2 Incorporation 2 Intercorporate Relationships 2 III. GENERAL DEVELOPMENT OF THE BUSINESS 3 Overview 3 COVID-19 3 Loblaw 3 Retail Segment 3 Financial Services Segment 5 Choice Properties 5 Acquisition of Canadian Real Estate Investment Trust 5 Reorganization of Choice Properties 6 Acquisition, Disposition and Development Activity 6 Weston Foods 10 Acquisitions 10 Dispositions 10 Capital Investment 10 Restructuring Activities 10 Financial Performance 10 IV. DESCRIPTION OF THE BUSINESS 11 Loblaw 11 Retail Segment 11 Financial Services Segment 15 Labour and Employment Matters 15 Intellectual Property 15 Environmental, Social and Governance 15 Choice Properties 16 Retail Portfolio 16 Industrial Portfolio 16 Office Portfolio 16 Residential Portfolio 16 Acquisitions 17 Development 17 Competition 18 Employment 18 Environmental, Social and Governance 18 Weston Foods 18 Principal Products 18 Production Facilities 19 Distribution to Consumers 19 Competitive Conditions 19 Brands 19 Raw Materials 20 Intellectual Property 20 Seasonality 20 Labour and Employment Matters 20 Environmental, Social and Governance 20 Food Safety and Public Health 20 Research and Development and New Products 21 Foreign Operations 21 V. PRIVACY AND ETHICS 21 VI. OPERATING AND FINANCIAL RISKS AND RISK MANAGEMENT 22 Enterprise Risks and Risk Management 22 COVID-19 Risks and Risk Management 22 Operating Risks and Risk Management 23 Financial Risks and Risk Management 33 VII. CAPITAL STRUCTURE AND MARKET FOR SECURITIES 35 Share Capital 35 Trading Price and Volume 36 Medium-Term Notes and Debt Securities 37 Credit Ratings 37 Dominion Bond Rating Service 38 Standard & Poor’s 39 VIII.
    [Show full text]
  • Points.Com Adds First-Ever Opportunity to Trade Hotel Loyalty Points on Global Points Exchange
    UNITED STATES SECURITIES AND EXCHANGE COMMISSION Washington, D.C. 20549 FORM 6-K REPORT OF FOREIGN PRIVATE ISSUER PURSUANT TO RULE 13a-16 OR 15d-16 UNDER THE SECURITIES EXCHANGE ACT OF 1934 For the month of: November 2008 Commission File Number: 000-51509 POINTS INTERNATIONAL LTD. 179 John Street, 8th Floor Toronto, Ontario M5T 1X4 Indicate by check mark whether the registrant files or will file annual reports under cover of Form 20-F or Form 40 F. Form 20-F £ Form 40-F Q Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(1): Yes £ No Q Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(7): Yes £ No Q Indicate by check mark whether the registrant by furnishing the information contained in this Form is also thereby furnishing the information to the Commission pursuant to Rule 12g-3 under the Securities Exchange Act of 1934. Yes £ No Q If "Yes" is marked, indicate below the file number assigned to the registrant in connection with Rule 12g3-2(b): SIGNATURE Pursuant to the requirements of the Securities Exchange Act of 1934, the registrant has duly caused this report to be signed on its behalf by the undersigned, thereunto duly authorized. POINTS INTERNATIONAL LTD. November 11, 2008 By: /s/ Anthony Lam Mr. Anthony Lam Chief Financial Officer -2- EXHIBIT INDEX Exhibit Description of Exhibit 99.1 Points.com Adds First-Ever Opportunity to Trade Hotel Loyalty Points on Global Points Exchange Points.com Adds First-Ever Opportunity to Trade Hotel Loyalty Points on Global Points Exchange InterContinental Hotels Group’s Priority Club® Rewards Joins Loyalty Program Marketplace TORONTO (November 11, 2008) – Points International Ltd.
    [Show full text]
  • Levinson J.C., Brandt-Sarif T
    Guerrilla Travel Tactics .......................... 10663$ $$FM 03-23-04 13:02:49 PS Guerrilla Travel Tactics Hundreds of Simple Strategies Guaranteed to Save Road Warriors Time and Money JAY CONRAD LEVINSON THEO BRANDT-SARIF American Management Association New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco Shanghai • Tokyo • Toronto • Washington, D.C. .......................... 10663$ $$FM 03-23-04 13:02:50 PS Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel.: 212-903-8316. Fax: 212-903-8083. Web site: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Levinson, Jay Conrad. Guerrilla travel tactics : hundreds of simple strategies guaranteed to save road warriors time and money / Jay Conrad Levinson, Theo Brandt-Sarif. p. cm. ISBN 0-8144-7170-6 1. Business travel. I. Brandt-Sarif, Theo. II. Title. G156.5.B86L48 2004 910Ј.2Ј02—dc22 2003025986 ᭧ 2004 Jay Conrad Levinson and Theo Brandt-Sarif. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019.
    [Show full text]
  • Uncertainty in Canada's Rewards Coalition Has Customers Holding Back
    paymentssource.com/news/uncertainty-in-canadas-rewards-coalition-has-customers- holding-back Uncertainty in Canada's rewards coalition has customers holding back By Robin Arnfield Published July 20 2018, 3:31pm EDT Canadian cardholders are holding back from applying for travel rewards-linked credit cards while they wait for the fallout from Air Canada’s decision to withdraw from the Aeroplan coalition loyalty scheme. The future of the three credit card programs linked to Aeroplan is uncertain, especially as Air Canada has yet to announce its new issuing partner. TD, CIBC and Amex Canada, issue Aeroplan-linked credit cards, enabling cardholders to earn miles with Air Canada, the country’s flagship carrier. Aeroplan points can also be earned and redeemed at a wide range of Canadian retailers. According to MarketSense, a Canadian cards industry market research firm, 7 percent of Canadian credit cardholders have an Aeroplan-linked credit card with one of the program's three Canadian issuers. “Also, 44 percent of all Canadian credit cardholders belong to the Aeroplan program,” said Lynda Lovett, principal at MarketSense. Air Canada originally owned Aeroplan, and in 2002 spun the loyalty scheme off to a separate company, Groupe Aeroplan, which changed its name to Aimia in 2011. The airline plans to withdraw from Aeroplan in June 2020, and will set up its own loyalty scheme. Air Canada said on its website that it expects to continue to making Air Canada flights available for Aeroplan redemption after June 2020, although Aeroplan members won’t be able to use their miles for travel with Air Canada’s Star Alliance partners.
    [Show full text]
  • Strategic Alliance and Loyalty Marketing: Do Partnerships Affect Loyalty Customers?
    UNLV Retrospective Theses & Dissertations 1-1-2006 Strategic alliance and loyalty marketing: Do partnerships affect loyalty customers? Myongjee Yoo University of Nevada, Las Vegas Follow this and additional works at: https://digitalscholarship.unlv.edu/rtds Repository Citation Yoo, Myongjee, "Strategic alliance and loyalty marketing: Do partnerships affect loyalty customers?" (2006). UNLV Retrospective Theses & Dissertations. 1999. http://dx.doi.org/10.25669/7gsb-csco This Thesis is protected by copyright and/or related rights. It has been brought to you by Digital Scholarship@UNLV with permission from the rights-holder(s). You are free to use this Thesis in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s) directly, unless additional rights are indicated by a Creative Commons license in the record and/ or on the work itself. This Thesis has been accepted for inclusion in UNLV Retrospective Theses & Dissertations by an authorized administrator of Digital Scholarship@UNLV. For more information, please contact [email protected]. STRATEGIC ALLIANCE AND LOYALTY MARKETING: DO PARTNERSHIPS AFFECT LOYALTY CUSTOMERS? by Myongjee Yoo Bachelor of Tourism Bachelor of Arts Kyunghee University, Seoul 2003 A thesis submitted in partial fulfillment of the requirements for the Master of Science Degree in Hotel Administration William F. Harrah College of Hotel Graduate College University of Nevada, Las Vegas December 2005 Reproduced with permission of the copyright owner. Further reproduction prohibited without permission. UMI Number: 1436812 INFORMATION TO USERS The quality of this reproduction is dependent upon the quality of the copy submitted.
    [Show full text]
  • Reimagining Loyalty Programs an Interview with Bryan Pearson, Loyalty Marketing Pioneer
    Podcast Reimagining Loyalty Programs An Interview with Bryan Pearson, Loyalty Marketing Pioneer the company – or to the program? That question has dogged the loyalty Bryan Pearson: business ever since the advent of frequent fl ier programs in the 1980s which were designed as “barriers to exit” - a way to discourage people Bryan Pearson is the from switching airlines. And that is largely how most loyalty programs former CEO of LoyaltyOne, operate today, driving repeat sales through “this for that” reward which runs the Air Miles schemes. The term loyalty is really a misnomer, mistaken for what it program in Canada, and actually means: sacrifi cing a bit of margin to win repeat business. In a best-selling author and other words, a promotional ploy. speaker on the subject of Most people admit these programs do little to make them feel more loyalty marketing. loyal – especially since most are merely variations on the “earn and burn” concept. They see them as “savings” programs, not “loyalty” programs. The benefi t to the loyalty program operator Welcome to the Customer First Thinking podcast, Episode 12. My is easy to see – the capability to track and infl uence individual name is Stephen Shaw, the host of this podcast. In this episode we buying behaviour; for members, however, the program experience interview Bryan Pearson, the former CEO of LoyaltyOne and a is purely transactional. Nothing about it makes them feel special or true pioneer in loyalty marketing. appreciated – more a contractual commitment than an expression of gratitude for their business. Canadians do love their loyalty programs.
    [Show full text]
  • 2017 ANNUAL REPORT Ready 2017 ANNUAL REPORT
    LOBLAW COMPANIES LIMITED 2017 COMPANIES LOBLAW ready ANNUAL REPORT 2017 ANNUAL REPORT LOBLAW COMPANIES LIMITED 2017 ANNUAL REPORT 1 Growth in Digital Five Online Platforms In 2017, we launched wellwise.ca to offer online shopping for home • Click & Collect healthcare products, accelerated growth of our online grocery service, • BeautyBOUTIQUE.ca partnered with Instacart to explore grocery home delivery in certain • JoeFresh.ca urban areas, and expanded our product offerings across all of our • mypharmacy.shoppersdrugmart.ca digital platforms. • wellwise.ca for everyday digital retail With smarter technology at their fingertips, Canadians are managing their everyday tasks in an increasingly digital way. In this digital world, customers expect a multi-channel, convenient and personalized shopping experience. Since beginning our e-commerce journey in 2013, we have built five digital platforms that integrate with our network of stores to offer a more convenient shopping experience in apparel, pharmacy and healthcare. Loblaw_2017-AR_English_cs5_v11_Mar14_blue.indd 1 2018-03-15 10:35 AM 2 LOBLAW COMPANIES LIMITED 2017 ANNUAL REPORT Loblaw_2017-AR_English_cs5_v10_Mar9_film.indd 2 2018-03-13 12:06 PM LOBLAW COMPANIES LIMITED 2017 ANNUAL REPORT 3 Evolving Our Payments and Rewards Offering We know our customers want seamless, personalized ways to pay. In 2017, we started to refocus PC Financial on payments and rewards to build on the success of the PC Financial Mastercard and gave customers more ways to pay. Introducing PC Optimum and PC Insiders In 2017, we announced plans to bring together the PC Plus and Shoppers Optimum loyalty programs, under the PC Optimum brand. Unlike any other rewards program, PC Optimum offers personalized rewards and the ability to earn and redeem more points, on more products, in more stores than ever before.
    [Show full text]
  • The Role of Loyalty Programs in Gambling: Final Report Of
    The role of loyalty programs in gambling: final report of findings from audit of electronic gaming machine gambling venues, literature review, online discussion boards and longitudinal telephone survey Commissioned by: Gambling Research Australia 2014 Prepared by: Dr Nina Van Dyke Danielle Jenner Christine Maddern Market Solutions Social Research Group (SRG) Funded by the State and Territory Governments and the Australian Government Published on behalf of Gambling Research Australia by the Office of Liquor, Gaming and Racing Department of Justice, Melbourne, Victoria Australia January 2016 Gambling Research Australia: The Role of Loyalty Programs in Gambling Gambling Research Australia (GRA) is a partnership between the Commonwealth, State and Territory Governments to initiate and manage a national program of gambling research. The Secretariat is provided by the Queensland Department of Justice and Attorney-General. Further information about the national research program may be obtained from www.gamblingresearch.org.au GRA commissioned Market Solutions to undertake a study into the role of loyalty programs in gambling. This study through Gambling Research Australia is supported by the following jurisdictions: · Australian Capital Territory: ACT Government through the ACT Gambling and Racing Commission · Australian Government: Department of Social Services · New South Wales: NSW Government through the Responsible Gambling Fund · Northern Territory: Northern Territory Government through the Community Benefit Fund · Queensland: Department of Justice and Attorney-General · South Australia: Government of South Australia · Tasmania: Tasmanian Government through the Community Support Levy · Victoria: Government of Victoria · Western Australia: Government of Western Australia through the Problem Gambling Support Centre GRA Secretariat Telephone: 07 3872 0938 Facsimile: 07 3237 1656 © Copyright State of Victoria, Department of Justice 2016 This publication is copyright.
    [Show full text]