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Loyalty360 Reads: March 13 | Chipotle Focuses on Delivery and Digital Customer Experience, Giant Lau




Customer Experience


Chipotle Adapts Kitchen to Focus on Customer Experience for Digital and Delivery

This week, Chipotle announced that its second make line, which has been added to stores over the past couple of years, will now be called “Chipotle Delivery Kitchen.” The Chipotle Deliver Kitchen is intended to improve speed of service and help the chain manage the increase in delivery and Chipotlane orders. As part of the announcement, Chipotle said it will offer free delivery March 15 through March 31 for orders of at least $10. These are not the only changes Chipotle has made as the popular fast-casual chain focuses on digital and delivery  It’s now also offering a delivery tracker so customers can follow their meal in real-time, leave special instructions for the delivery drivers, and to ease concerns, the chain’s deliveries feature a new, tamper evident packaging seal to help ensure good is untouched during delivery.


CVS Offering Free Medication Delivery for Customers

This week, CVS Pharmacy announced that it will immediately start offering free delivery to customers, its latest step the brand has announced to help during the Coronavirus outbreak. "The latest steps we’re taking will help ensure patients of all ages have every option available to them when it comes to filling prescriptions,” Troyen Brennan, executive vice president and chief medical officer for CVS Health, said in a statement. Aetna, a CVS company, will also waive early refill limits on 30-day prescriptions for medicines typically needed to address chronic conditions like hypertension and asthma. 


Loyalty Programs


Giant’s Improved Loyalty Program to Offer Even More Rewards

This week, Giant announced the launch of its new Flexible Rewards program. Members with Flexible Rewards now earn points that can be redeemed for three categories: Gas Savings, Grocery Savings and Special Rewards (free grocery items). Customers earn points through qualifying purchases, with each dollar spent earning one point, and additional points earned by shopping products featured in weekly personalized offers found online and in the Giant mobile app. "We are delighted to expand our popular Giant Gas Rewards program, which allows shoppers to earn savings against the purchase of fuel at Giant or participating Shell stations," said Ryan Draude, Director of Loyalty at Giant. "By giving customers the power to customize their rewards, shoppers can choose rewards that fit their lifestyle every time they redeem. This launch is the first step toward more rewards for every Giant customer where they feel appreciated for each interaction with us – in store or shopping online. Soon, there will be more ways to earn and redeem points, and exciting partnerships that will include supporting local charities in our communities."


Membership in Marcus Theatres Magical Movie Rewards Loyalty Program Climbs for 4 Million

Marcus Theatres, a division of The Marcus Corporation, announced this week that membership in its Magical Movie Rewards (MMR) Program has reached the 4 million member milestone. The MMR loyalty program allows members to earn points for each dollar spent at a Marcus or Movie Tavern theatre. When members reach 100 points, they earn a $5 reward that can be redeemed at the box office, concession stand or in-theatre dining venues. Other benefits include no fees for online or mobile ticketing, free popcorn on $5 Tuesdays, free refills on fountain drinks, special members-only concession offers, access to studio promotions and bonus point opportunities and invitations to pre-release screenings. The company will recognize the 4 millionth Magical Movie Rewards member with a VIP experience at his or her local theatre. The experience will include a free movie for the winner and a guest, concessions or in-theatre dining, and special giveaways to complete the celebration.


Qantas, Virgin Australia Plan Coronavirus Status Extensions

As some frequent flyers become temporarily infrequent flyers, Qantas and Virgin Australia are working on ways for top-tier members to retain their status for a period of time. Both airlines are exploring several 'status extension' models to help preserve the perks of Silver, Gold and Platinum tier members, many of whom have effectively been grounded – or at least seen their annual status credits tally severely curtailed – by a reduced flights, country-specific government travel bans, and company-imposed restrictions on work trips. Qatar Airways has already announced measures to help frequent flyers keep status. Members of its Privilege Club rewards program can reclaim or extend their status for up to six months through a series of personalized offers.



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