Loyalty Changes

Presentation

Loyalty Changes

Thanks

Additional Information

Questions

Key Takeaways:

FAQ

Talking points

What are the changes?

Why are we here?

Agenda

Index

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.

• Standardize all point values for all redemption options internationally

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

Extra points for 2nd reso in 30 days

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

Points for Discount on Diner Profile

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What are the changes?

One point value for the rewards.

Standardized Points

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

Extra 100 points!

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

Discounts

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.

What are the changes

Talking Points and FAQ

Wow Effect

Expressing Gratitude for Feedback:

Offering Solutions with Empathy:

De-escalating Frustrations

Empathy in Addressing Issues

Acknowledging Customer Concerns

Talking Points

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

FAQ

Why are the value of points changing?

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.

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

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

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

questions

Additional Ifno

- Shep Hyken - Author

Additional Info

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

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

Enter an address. The street, the number, the postal code... You know!

Name@mail.com

Thanks!

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

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!

Why?

De-escalation

• 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.

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

Talking points

Be empathetic and acknwoledge

• 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