Customer Experience
7-Eleven Overhauls Approach to Customer Support
7-Eleven has announced it will be overhauling its customer experience. It has launched the ServiceNow customer service management platform to offer immediate multi-channel customer support through the enterprise.
"Two agents from our call center had to go through 1,300 separate pieces of information a day and try to distinguish what was customer feedback or a request for help — it was like trying to find ping pong balls in a box that was 90 percent golf balls," Jerry Campbell, head of 7-Eleven's customer experience, said in the above CS News article.
Walmart’s Sam’s Club Launches Curbside Pickup Nationwide
Walmart and Sam’s Club have announced an expanded curbside pickup program. At Sam’s Club, it has now been expanded to all locations and is free for anyone at Plus-level and above.
“While free Curbside Pickup is a new Plus member benefit, we recognize all of our members are looking for contact-free shopping options as part of the current environment,” said Lance de la Rosa, chief operating officer, Sam’s Club, in a statement about the launch in the above Tech Crunch article. “Because of that, we are going to temporarily make the service available for every member and do what we can to help them get the products they need, when and how they want them.”
Loyalty Programs
Thank You by Sberbank Loyalty Program Introduces New Spending Categories at Privilege Levels
Sberbank has announced that members of its Thank You by Sberbank loyalty program will have new options to choose from for rewards and categories of products. This also includes new discounts.
“We are extremely happy that the loyalty program is growing, which is due not only to the new members it welcomes,” Andrey Pisarev, CEO, Operator of the Thank You by Sberbank Program, said in a Sberbank press release. “We also do our best to make our offerings more relevant and popular among users. The new changes are all about it. When analyzing feedback and most popular requests regarding our products, we took action on the issue and added them to the product categories.”
Yoshinoya Japanese Kitchen Ups its Digital Game, Launching Company's Premier Loyalty Program, Mobile App & Delivery Platform Integrations
Yoshinoya America has announced the expansion of its digital infrastructure with the launch of the company’s first loyalty program, Yoshinoya Rewards, and digital ordering for delivery or carryout through the brand’s app, website and its delivery platforms: DoorDash, Postmates and Uber Eats.
"In the current climate, it was particularly pressing to speed up the development of our online ordering platforms and give guests additional ways to order ahead for takeout, or have their favorites delivered straight to their doorstep with just a few taps," said Chief Marketing Officer, Kim Freer in a press release. "Building on the recent brand refresh, including a new ordering process that allows customization and the integration of digital menu boards, we're methodically focused on upping Yoshinoya's digital game in 2020."
Restaurants
Travel Center Chains Are Reopening Their Restaurants with Lots of Modifications
Travel centers, like most restaurants, have started reopening their restaurants, but with modifications. That includes limiting seating inside the restaurant and smaller menus.
"We're limiting our menu choices and I think that's a good discipline going forward," Jon Pertchik, CEO of TA, told FreightWaves in the above CS News article. "We have menus at our Country Pride and Iron Skillet [restaurants] that have something like 67 and 72 or 77 items. A lot of the items just never sell, and we need to have the prep. We need to have the storage."
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