With my sesame bagel with veggie cream cheese in one hand and my cup of green mountain coffee in the other, I made my way through the line at Bruegger’s this morning, in which I am repeat visitor. As I reached the register, I was offered yet another loyalty rewards card. “Buy 6 cups & get your 7th FREE!”
Everyone who has taken Marketing 101 knows that loyalty cards/memberships are a way to stimulate repeat purchases as well as award your most loyal or profitable customers. In my opinion, it does the exact opposite.
Loyalty cards last as long as they have not been ran through the wash, lost between stacks of unwanted bills, or dropped in the trash with the remnants of my breakfast. More so the only way to safeguard the loss of my loyalty card is to save my receipts as proof of purchase. So now, I am requesting for not only another loyalty card, but also 6 receipts to boot.
I understand that Bruegger’s will profit from the 3 cups of return visits before all forms of documentation go MIA, but at what cost? Before I have even received my stamp for the 1st cup, I am already frustrated at Bruegger’s for not delivering upon their customers underlying wants and needs.
Here’s a thought to Bruegger’s: If instead of printing multiple soon to be lost receipts and loyalty cards, why don’t you save some trees, join the green trend campaign, and take the cost savings from printing/supplies to implement a digital loyalty program that is tracked at the store with say (genius point) my phone number?
Now that would truly be rewarding to the customer…
But hey, on the bright side… I now need to purchase a larger wallet that can handle multitudes of loyalty cards and receipts, so I will be sure to tell Bruegger’s the purse manufacturer says thank you for the repeat business, stimulated by their loyalty card.