[Editor's Note: There seems to be no limit to the impact of COVID-19 on our citizenry and our business world. Some retailers may surprisingly benefit while others will struggle for their existence. The Convenience and Fuel retail sector has been designated an “essential business” by most states in the US and therefore they not only stay open but stand to prosper from additional traffic and sales. The restaurant industry is suffering immensely and most, if the concept allows it, are keeping sales alive only via order and delivery or pickup options.
It was publicized this week in Florida’s Sun Sentinel newspaper that App-based delivery services such as UberEats, GrubHub, and DoorDash have not yet afforded restaurants relief from the standard 30 percent commission restaurants are charged to be listed on the apps and have food delivered by third-party drivers. The relevance of today’s Let’s Talk Loyalty podcast is off the charts and Paula Thomas was incredibly prescient to have brought us this timely discussion with her guest, Bob Stein.]
With much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff, and ourselves has become our biggest concern.
While businesses adapt and loyalty programmes evolve, agile retailers who may never have needed to allow their customers to "pre-order and pre-pay" are now recognising the power of digital platforms to support social distancing, particularly in convenience retail.
As a consultant to the convenience industry, working with Liquid Barcodes, this episode unapologetically promotes a unique online solution and a tool that can be implemented by any retailer in just one week, in order to help retailers protect their customers and staff — and further build trust and loyalty long-term.
Last week's episode: #27: Customer Loyalty and Landscape Research – South African Insights