If it seems like this week’s Loyalty Newswire has been taken over by consumer data & privacy stories, you’re right – and the collective picture they paint is scary. Beyond that, there are some very interesting entries in the Retail and Airlines categories and Uber is reaching out into new areas of engagement. Here’s what we’re following in loyalty news …
CX
Customer Experience Complexity Calls for a New Breed of Measurement
Quotable: “We hear a lot about Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT), First Response Time and sentiment monitoring. Additionally, many other metrics exist in specialized industries and environments, such as the bevy of data points included within the customer support and service realm, or any custom, service- or product-specific evaluation criteria. Finally, we have the hard number metrics.”
BLOCKCHAIN
Is Blockchain the Boost Loyalty Programs Need?
Quotable: “A recent study by American Express indicated that 58 percent of the general population say they will stick with the same brand of products no matter what. Millennials, perhaps surprisingly, tested out as especially likely to become committed — with 62 percent reporting a strong preference for sticking with a favored brand through thick and thin.”
CONSUMER DATA
A Wake-Up Call for Smart Beds and Sleep Apps that Collect Your Data
Quotable: “Sleep Number, one company that makes beds that can track heart rate, respiration and movement, says it collects more than 8 billion biometric data points every night, gathered each second and sent via an app through the internet to the company’s servers.”
2.3 Billion Business and Consumer Data Files Exposed Online
Quotable: “The exposure represents an increase of over 750 million files since the same study was carried out by Digital Shadows in 2018. This represents an increase of more than 50%, despite the fact that consumers around the world have more power than ever to act against organisations failing to protect personal data due to the GDPR …”
Also Read: GDPR Violations and Fines: One Year Later
Broad Consumer Privacy Bill Introduced in New York State Senate
Quotable: “Of particular interest is the NYPA’s proposed definition of “personal data,” which references a whole host of data points including mother’s maiden name, records of personal property, biometric information, internet search history, certain education records, and even thermal and olfactory data. Similar to the sweeping definition of personal data provided by the California Consumer Privacy Act of 2018 (“CCPA”) the NYPA’s definition of “personal data” also includes a catch-all for “inference[s] drawn from any of the information described in [the NYPA’s definition of personal data] to create a profile about an individual reflecting the individual’s preferences, characteristics, psychological trends, preferences [sic], predispositions, behavior, attitudes, intelligence, abilities, or aptitudes.”
Foursquare is Adding Even More Data about Where You Are
Quotable: “If you think you don’t use Foursquare, you’re probably wrong. Foursquare’s location technology powers parts of Uber, Twitter’s geotags, location-based filters on Snapchat, location sharing in WeChat, certain notifications from TouchTunes, parts of Apple Maps, and much more. As Foursquare itself says: “If it tells you where, it's probably built on Foursquare.”
AIRLINES
Amex Adds Qantas as Membership Rewards Transfer Partner
Quotable: “Points transfer instantly at the ordinary 1:1 ratio, though interestingly you can convert in 500 point increments, rather than the usual standard of only being able to convert in 1,000 point increments.”
Star Alliance halts plan for new Platinum, Diamond status tiers
Quotable: ““There were some thoughts around that third (or even fourth) tier, but after looking at that, we decided that instead of doing that, we rather want to focus on solidifying our benefits that we currently offer. We're in the middle of a review on this,” Draeger continues, “but it's not only about new benefits: it’s also the extension and the upgrading of existing benefits.”
RETAIL
Expectations for Nordstrom Turn Negative
Quotable: “He said that its transition to a digital-first marketing strategy for its new "Nordy Club" loyalty program led the retailer to cut paper mailings, thereby hurting traffic.”
Macy’s is Controlling Shipping Costs While Investing in Loyalty
Quotable: “The department store chain reported that since it relaunched its Star Reward program a year ago, 1 million customers have joined its bronze-level tier per quarter. This helped contribute to a sales gain of 0.7% at stores open at least a year, and $5.5 billion in fiscal first-quarter revenue overall.”
UBER
Uber to Build Out Loyalty Rewards with Public Transit Programs
Quotable: “Uber recently integrated London public transit into its app, but the company also is in the process of talking with other public transit systems, including for the city of Denver. The idea is to get "every user every day in every city" to open the app in the morning.”
HMMM …
Facebook Lawyer says ‘There is No Privacy’
Quotable: “There is no invasion of privacy at all, because there is no privacy,” on Facebook or any other social media site, company attorney Orin Snyder told U.S. District Judge Vince Chhabria.”
The Loyalty Newswire is compiled and edited by the staff at The Wise Marketer.
