Is loyalty dead?

[Deleted member 29185]

Is that one of those producer experiences? You know like paddock to plate, only this gentleman grows and roasts the beans then serves them as well, kinda highlands-to-cup experience.

Just being up here is one of those paddock to plate experiences ... you make sure you run quick through the paddock so you don't end up on the plate! :shock:

I'm only kidding, I love it up here and that was a celebration for independence day ... he's not dressed like that every day!

 

[harvyk]

As I'm the whining OP, I assume I'm one of those "few people"

Don't worry, you're not one of those "few people" I was referring to.
Besides, Europcar is on my do not touch with a 1000ft barge poll list.

 

[Warks]

There's a school of thought out there in many businesses that you make the most of your loyal customers by charging them whatever you like as they accept your service and are less likely to question pricing. Such businesses then go out of their way to lure the disloyal (or smart or scumbag - you decide) customer with special deals. Look at your phone company, gas, electricity etc. They make all the effort to get you but zero to hang onto you. Someone else comes knocking and you jump ship (if you know what's good for you most of the time). It's been the same in other business dealings I've had. The business you stuck with all these years makes no effort to try and hang onto you. They're too busy chasing new customers too.

Of course much of this doesn't really apply to this area but it's symptomatic of how the business-customer relationship has 'evolved' over time.

 

[coco50]

as am I - if you ever find out can you let us know :shock:

That makes three of us. Since I've had the DM card, I've stopped buying there and buy from First Choice, Shorter drive and if you tell them DM has (say) cheaper slabs of Heineken or half dozen of your fav wine, they will match the price. I reckon the DM card is to track your purchases and then email specials to you.

 

[Steady]

That makes three of us. Since I've had the DM card, I've stopped buying there and buy from First Choice, Shorter drive and if you tell them DM has (say) cheaper slabs of Heineken or half dozen of your fav wine, they will match the price. I reckon the DM card is to track your purchases and then email specials to you.

going a bit off topic but none of the email offers I get match my preferences that they asked me to list

 

[trippin_the_rift]

If you replace the words loyalty program with marketing program, it all becomes clear.

 

[drron]

Just another side to loyalty programs.I am presently at the SGS in Bangkok.Stayed here first because it was part of the SPG program.Came again because the service was great.Our last night here this time will be the 99th night wehave stayed.Why-because they now recognise my loyalty in many different ways such as remembering we love mangosteens and even though it is the end of the season that is what we get in our fruit bowl.Lots of other similar little touches.
But if it had not been part of the SPG program I might never have stayed-you can take that as either for or against loyalty programs.If you like it has become my coffee shop in Bangkok.

 

[bismarck]

as am I - if you ever find out can you let us know :shock:

They offer targeted discounts. Have up some on champagne every now and then. Very selective though. It's not a great program but has moments of vague usefulness.

 

[Moindardt]

I hit 100 nights in SPG largely to see if this ambassador thing was real or just cough. I have to say I am pleasantly surprised. We have only had him deal with three nights at 3 different hotels. He worked out that we would save $100 on each room by using SPG50. When it calculated the charge for the rollaway it was in Usd not aud so he put notes on the files about the incorrect charging. When we got the bill, he took care of sorting it out and getting and additional refund. In Boston, despite the SNA not clearing at the W, we ended up in a 1 bedroom suite. There was almost no rooms left in Boston at any hotel and we still managed to get a fantastic upgrade. On the weekend I went to book wife and 4 kids into a room in London for last night. I waited until late to see if there was somewhere I could use a SNA. As it turns out, there was almost no beds above 3 star in all of London. I booked 2 of the last basic rooms at the Sheraton Grand as it was one of the few that had 2 rooms left. My wife sends me photos this morning. I am not sure what room it was but it had a dining table in a dining room. They upgraded the other room to a deluxe and moved the rollaway to the suite as it had more room. LOL. It didn't even notice the bed was there. Some of these might have been a little over the top but it has gone a massive way to making me loyal and praying they don't destroy SPG. I had already booked the Four Seasons over the Westin for Whistler in January (because it was cheaper... Explain that) however I will definitely aim at keeping the ambassador next year as it is those little things that can make a holiday special. With all the family hitting Executive Platinum with AA, we will take the risk of upgrades with SWU on two trips next year, neither of which were on the drawing board, because that loyalty has significantly reduced the cost of the travel while increasing the experience. They get revenue I would never have spent with them and I get a reasonably good chance of upgrades especially by traveling on their slow days. Win win for all. The best outcome.

 

[Cool Cat Phil]

I also remember the Coles cafeteria in Sydney as a boy, and think of it often, especially when lined up at one of those buffet things with the clatter of the dishes and the people taking forever on which piece of ham to have.

Hence the saying for us oldies "Just like a Coles cafeteria".

Not been to the Woolies at Town Hall Station in SYD for a few years , but it still has its Cafeteria doesn't it?
I remember going back in the 80's & 90's when it was a Woolworths Variety store , that Cafeteria was very busy and popular.

 

[Cool Cat Phil]

Having said that, I think it's important that if you are asking a customer to sign up to a loyalty program, there should be something in it for the customer. A good example of a loyalty scheme that fails in this regard is the Dan Murphy's program. I'm still not sure what the benefit of having a Dan Murphy's card is.

I'm Sure you won't be surprised to learn that the Dan Murphy's loyalty card was introduced by none other than Ingrid Maes, who also introduced the infamous changes to Woolworths Rewards last year.
#epicfail

 

[sumthinfornuthin]

Doesn't seem so. :shock:

??
Why do you say that

 

[trippin_the_rift]

Interesting comment and I do agree with this point. I go to the same café most days, even though it doesn't offer any sort of loyalty card and other nearby cafes do. But I do it because the coffee and service there are both excellent. I once actually asked if they did have a loyalty card - just in case I was missing out on something - and the guy told me that "we don't do loyalty cards, we do face-to-face instead." I think he had a good point.

There are models the data team can create to see whether your business would benefit from a loyalty program. Then there's the mountain of smart data from banks, Visa, MasterCard and Amex which help analyze if a LP is worth pursuing a local coffee shop/business.

I'm a total sucker for recognition programs. Two coffee shops near me, one is Starbucks, and the other is an Asian chain. Starbucks is 3x the price, but they get my business purely because of the shiny gold card. Although I do like the McCafe (Hong Kong) coffee loyalty program where you use a Citibank card and this gets you an upgrade every time. Promotes loyalty to both McCafe and Citibank in the one hit.

Having said that, I think it's important that if you are asking a customer to sign up to a loyalty program, there should be something in it for them. A good example of a loyalty scheme that fails in this regard is the Dan Murphy's program. I'm still not sure what the benefit of having a Dan Murphy's card is.

Wow, you're right their rewards offerings sucks. I wouldn't consider it a loyalty program.

 

[woodyren]

I have no loyalty to any company other than offerings that give me some benefits. I don't do business travel and as I am semi retired our leisure travel amounts to local bargain cruises, OS cruises linked with OS land travels etc. We would fly maybe 3-4 times a year and cruise up to 5-6 times. Money rather than available time limits our holiday choices.

We are members of various airline FF programs but will more than likely never reach any status levels as we just take within reason the cheapest fare we can to get to-from our destination. Always fly coach because we would rather spend another week or two away rather than be very comfortable for half a day or so. Our decision based on our values.

BUT after all that I love loyalty programs and while we don't really factor them in to our decision making (apart from bonus points for relatively small cost) we do enjoy any benefits that come our way.

As a result we can fly J on occasions (thanks CC bonuses) for far less in real cost than what our Y tickets would have been if purchased. We prefer RCL and Celebrity cruise lines but ONLY book when a deal is around and book them because we enjoy their product rather than chasing a loyalty level. BUT AGAIN as a result of their loyalty program we get either 3 or 2 hours of free drinks, some internet, discounts on cabins etc. I will and do book other lines but they have to be $100's cheaper to factor in these costs or include some of these things in a promo.

In other words we just pretty much spend how we would without chasing loyalty and then reap whatever rewards happen to come our way.

 

[RTWtraveler]

As retirees, we are ticking off our bucket list places to visit through twice yearly around the world trips. We remain loyal to Star Alliance and one of their member airlines. We have found the accumulated points have allowed us points travel, in J-class, from SYD in and around Asia. Status has given us lounge and other side benefits to enhance the adventure. Occasionally purchasing cheap miles, too. I like to think we are taking advantage of the system of benefits to enhance our adventures.

 

[Cult of one]

I am a presidents circle member of Hertz and a WP Virgin but have found that Hertz though they are nice people at desks have annoyed me. I fly mostly for business but when I flew recently for a family holiday to the theme parks I called Hertz to ask about a kids seat and was told that they are around the $49 per day (what, I can buy them at BigW and Kmart for that). I asked if there was any adjustment they could do as per my status, They told me that it "MAY" be comped when I arrive at the rental desk in BNE.

This does me no good at all as I lob with a 6 year old only to be told that they are either out of kids seats or have to pay $49 per day X 7 days. So I went to Kmart and brought one leaving it in the box for easy transport and when I lob at the desk they say "why did you bother with that as a presidents circle member we would have supplied one FOC". They then wen on to downgrade my car as they were over sold on the mid size SUV I wanted.

I was booked in with Avis to SA and when I got there was instantly upgraded from a Nissan pulsar to an Xtrail despite having no status, having not rented from them ever. Hertz, you lost me.

I do still like VA and have received a number of "perks" over the years but I am going to drop to Gold with them and build the red roo up a bit as WP is not a lot different than Gold. Love the lounge and fly ahead though.

 

[coco50]

I do still like VA and have received a number of "perks" over the years but I am going to drop to Gold with them and build the red roo up a bit as WP is not a lot different than Gold. Love the lounge and fly ahead though.

This is the thing! Although I am a velocity member I have no points with them as I throw my lot in with JQ, QF and oneworld now that I am retired. I always felt that being a member of competing programs spread the benefits too thinly.

 

[NZflygirl]

Forgot to say, the other thing I like about Europcar is I feel like I'm double dipping. You get to build up free weekend rentals as well as Accor points. Do other companies offer this? Eg Hertz?

I dont think I can get downgraded as I usually get the smallest car possible, the compacts.....unless they wanna put me on a bike!

 

[TonyHancock]

??
Why do you say that

There don't appear to be any benefits over and above platinum other than double points and the option of points or gifting status to someone else when you qualify/requalify.

 

[Moopere]

This is the thing! Although I am a velocity member I have no points with them as I throw my lot in with JQ, QF and oneworld now that I am retired. I always felt that being a member of competing programs spread the benefits too thinly.

I must admit, I often wonder myself. Comments are common on here of people reaching gold/plat with one of the domestics then stop flying with them and use the opposition to 'build' status with them .... the thing is, doesn't that mean you'll be flying as a pleb as you run up the ranks? I cant imagine 'slumming it' on a competing airline whilst holding WP on another and missing the little niceties that I would otherwise be entitled to.

I suspect I just don't fly enough. I guess if you can build up gold or higher status in a month or so's flying then it wouldn't be as big a deal (???).