Loyalty Changes

Loyalty Changes

Presentation

Index

Agenda

FAQ

Why are we here?

Key Takeaways:

What are the changes?

Questions

Talking points

Additional Information

Thanks

Why are we here?

Why are we here?

Changes to Dining Points Internationally

As mentioned previously in the OpenTable All hands, we are now focusing on more diners more often. There has been feedback given regarding the points system, variances in the value of the reward, etc.

What are the changes?

Points for Discount on Diner Profile

Extra points for 2nd reso in 30 days

Standardize Point Values

• Diners will receive a push notification 5 days after being seated letting them know that if they make a second reso in 30 days, they will receive an additional 100 points

• Diners can access all local prepaid experiences that they can use their points for a discount on from their diner profile

• Standardize all point values for all redemption options internationally

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What are the changes

When you tell us a story, it excites us, and can even move us, which means that we remember stories up to 20 times more than any other content we consume.

Standardized Points

Extra 100 points!

Discounts

Diners earn 100 extra points with a second reservation within 30 days!

Diners will be able to redeem points for EXP discounts globally .

One point value for the rewards.

Talking Points and FAQ

Talking Points

Acknowledging Customer Concerns

Offering Solutions with Empathy:

Empathy in Addressing Issues

Expressing Gratitude for Feedback:

De-escalating Frustrations

Wow Effect

FAQ

Why are the value of points changing?

This is unfair, why am I losing value on my points [Amazon or Dining Rewards]?

We understand that change can be frustrating. Adjusting the value of points allows us to keep offering high-quality rewards and experiences for all diners. Our goal is to keep bringing you more diverse and exciting redemption options in the future, and this more streamlined approach means you’ll always know what to expect when redeeming your points. If diners remain frustrated, proceed to offer 100 points as a mitigation tactic

We’re continuously working to enhance your experience and ensure our loyalty program remains rewarding and valuable. These changes allow us to create a more standardized and fair redemption process for all members, across all participating restaurants.

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key takeaways

• Expand redemption options through diner profiles, offering increased value.

• This is available in more countries other than USA as well!!
• This is for discounts on prepaid Experiences.

• Gain extra points with a second reservation in 30 days
• Enhancing loyalty value.

• Secure future rewards with program enhancements, prioritizing customer satisfaction.

• Transition to standardized point values for fair redemptions, ensuring consistency.

questions

Additional Ifno

Additional Info

KA's

• OpenTable Dining Rewards
• Using your Dining Points
• Redeem dining points for an Amazon gift card
• Donate your OpenTable dining points
• Why didn’t I collect OpenTable Dining Points for my reservation?
• Bonus Point Reservations

Customer loyalty is not won by discounts; it's won by providing an outstanding customer experience.

- Shep Hyken - Author

Thanks!

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Points for Discount on Diner Profile

Expected Go Live Date: 3/5

• Great news, now it's easier than ever to redeem your points for discounts on prepaid Experiences. [show walkthrough] Access all local prepaid experiences that you can use your points for from your diner profile

Extra points for 2nd reso in 30 days

Expected Go live date: 4/8

• Now if you make a second reservation within 30 days, you get an extra 100 points!
• This is a 1-time offer that only applies to a reservation made within 30 days of receiving the push notification

Standardize Point Values

Expected Go Live Date: March

• Increasing points value in the US to make more presentable + incentivize this redemption option
• Adding in new values that are consistent with US values internationally (UK, CAD, MX, IE, AUS, DE)
• Standardizing Amazon Point Values in Germany & Australia to match US, Canada, and UK
• Implication: Lower values than what offer today
• Standardizing Dining Rewards values for all restaurants
• Removing 20,000 points redemption option for future redemptions

Why?

De-escalation

Be transparent with what you can, educate them on offerings, esp for those with experiences as they will be able to get more for their points!

• It was not standard before with what they could have for the reward values
• Now it is a more standardized and fair redemption process for all members, across all participating restaurants.

Talking points

Be empathetic and acknwoledge

Be empathetic as possible and acknowledge the change can be frustrating as their points are not worth the same value as they previously were.

• Understand the point values were inconsistent, globally
• They are not more consistent than before, globally
• If the points offered are not enough, please reach out to a supervisor for approval for more