Grace Bonacum
Grace Bonacum
Grace joined the marketing team full-time in August after interning for Paytronix back in 2016. She is passionate about producing meaningful content for businesses, planning successful trade shows, and more.

Saying “My Pleasure” Instead of “You’re Welcome”

Woman working in restaurant taking payment from customerAfter waiting patiently, you finally order your 8-count of nuggets, small waffle fries, and sweet tea. You pull up to pay at the window, receive your food, and ask for extra Polynesian sauce. Before pulling out of the drive-thru lane, you say, “Thank you,” and the worker responds, “My pleasure.”

For 70 years now, one of America’s most loved fast-food restaurants has been raising the bar on word choice and customer service. Chick-fil-A, “Home of the Original Chicken Sandwich,” has made the phrase “my pleasure” a critical element of customer interactions, favoring it over the more common […]

The 80’s were fun, but your loyalty program called and said it’s dying for an update.

convenience store loyaltyThe evolution of loyalty programs over the course of several decades has impacted how the airline, hospitality, and restaurant industries create relationships with their respective customers. To date, we have seen these industries move along a trajectory from paper to electronic stamp cards; basic point systems to tiered loyalty programs; to leveraging compiled customer data to emotional engagement and integration. The airline industry led the pack in the late 1970s, followed by the hotel industry in the 1980s, and then the restaurant industry in the 2000s. These loyalty programs across all sectors have built relationships by rewarding customers for their purchase behavior.

While other industries have moved programs toward more sophisticated use of the data gained from operating loyalty programs, convenience store programs in general seem to be stuck in the 80’s in terms of how data is leveraged to connect with customers in a relevant, motivational manner.  The majority are offering programs that are centered on CPG promotions funded by partners and offering fuel rewards in the form of cents off the gallon. […]