The Loyalty Newswire – December 7, 2019

Keeping up with the technological innovations alone is a challenging task – but we’re on it. Plus, creative uses for AI, creative applications for tracking, it’s a good news / bad news day for Marriott – and lots of brands are updating their loyalty programs. Here’s what we’re following in loyalty news:

AI

AI improves customer
loyalty and revenue

AI tends to be thought of as an efficiency enhancement but there is growing evidence – this time from Australia – that indicates a positive effect on customer loyalty and top-line revenue.  “The implementation of AI has led to improved revenue for 70 per cent of research respondents, with more than half citing revenue increases of more than 5 per cent, while over 30 per cent see growth of more than 10 per cent.”

XXX

Artificial
intelligence tool used to catch people who lie to the police

If you needed to feel good about the potential applications of Artificial Intelligence, Police in Spain have implemented an AI-based system that recognizes “when somebody has been lying or exaggerating to the police.” Apparently the new system has been successful in identifying close to 80% of false reports.  But beyond the chuckle factor, those of us in the loyalty and CX space might consider how this tech could be applied to post-sale customer interactions.

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CX

Customer experience
is about to take a different shape

“Brands marketing to machines”.  Take a moment to consider that idea and what
it will mean to marketers.  We expend a
considerable amount of energy understanding humans and our shopping & brand
propensities.  But more and more,
marketing channels and messaging are being determined algorithmically and executed
by layers of software before ever reaching an actual human.  Is it time to
start understanding and segmenting the algorithms?

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DATA

More than 5 million
passport numbers leaked in Marriott’s data breach in November

This is a good
news / bad news moment for Marriott
which announced a massive data breach
this past November.  Initially estimated
to have exposed some 500 Million customer records, the company now estimates that
number closer to 383 Million.  That’s the
“good” news.  The bad news is that of
those 383 Million, 5 million contained user passport information.

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BRANDS

Sephora Boosts Perks
For High-End Loyalty Shoppers

The new benefits build on a previous expansion that
was announced in August 2018.  A recent report
by our friends at Bond Brand Loyalty was acknowledged
as a factor in Sephora’s strategy
.  

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Packers announce new
fan loyalty program

Although they are already known to be some of the most loyal
fans in the league, U.S. football fans
will appreciate the announcement
that the Green Bay Packers have
implemented a new loyalty program. Fans sign up for Packers Perks here: packersperks.com

XXX

TravelCenters of
America Revamps UltraONE Loyalty Program

We’ve said it before – the C-store
/ Fuel world is a hotbed of loyalty activity
and innovation.  Exhibit A: 
TravelCenters of America announces a newly re-framed program the brings
new benefits and increased redemption options to customers.

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LOYALTY TECH

Brick-bait: three
tricks up retailers’ sleeves to lure you back to physical shops

Eloise Zoppos,
Senior Research Consultant, Monash University (AU) posits several concepts
retailers can consider to bring back & retain in-store shoppers.  She provides an intelligent look at ways retailers
can address some of their shopper leakage
– plus, coining the phrase “brick-bait”
is worthy of a tip o’ the hat.

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The Israeli Startup
That Wants to Make Shopping Carts Smarter

File this under “Brilliant”. 
Rather than rely on a store full of cameras and sensors to track and
manage purchases (like Amazon Go) the Artificial Intelligence Cart (AIC) uses
four cart-mounted cameras to achieve fully-automated
checkouts without the creepy factor
.

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The Loyalty Newswire
is compiled and edited by the staff at The Wise Marketer.

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