Posts Tagged “guest engagement”

A Brand New Paytronix

January 31, 2023

Today, Paytronix looks a whole lot different. We have a new logo, new colors, and a whole new brand. But this isn’t about an instant transformation, it’s about making our brand match the company we’ve become.

Here at Paytronix, we’ve been innovating in the digital customer engagement space for more than two decades. We created the category.

Two Decades of Technology Growth

When we set out on this journey, technology was transforming the landscape, not just for restaurants and convenience stores, but for nearly every aspect of our lives. This was before the iPhone, when mobile devices flipped open. Most discussions of artificial intelligence were relegated to science fiction, and the innovative brands had just started to use digital technology to track core business functions.

With just 10 employees and a handful of clients, we defined the category of digital restaurant loyalty. Today we have 350 employees worldwide, passionately innovating for our more than 1,800 clients. When Newsweek named the top restaurant loyalty programs, we found 12 of our clients on the list. When Nation’s Restaurant News recently called out the groundbreaking loyalty programs of this year, our clients Wow Bao and Jimmy John’s were honored. We work with convenience stores that are on the edge of innovation, including Maverick, GPM, Kum & Go, Yesway, MAPCO, United Dairy Farms, and so many others.

A New Era of Digital Guest Engagement

We’ve changed with the times, both in our technology and our offerings. Often, we were the first in the industry with new technologies. We innovated on gift cards, e-gift, and even comp cards. We were on the forefront of using artificial intelligence to understand guest behavior and help our clients build effective programs on that knowledge. We began offering online ordering when it was still a small part of the market and have grown to become one of the two enterprise platforms in the space.

And while we innovated and changed our offerings, our brand remained stagnant. The result was a large gap between who we are and what we looked like.

When we went out and spoke with our customers, partners, industry leaders, and even our prospects, you told us a few things.

First, that we are the gold standard when it comes to digital loyalty. For this, we thank you. Yet, we now offer so much more than loyalty.

Second, that this new world of digital guest engagement is difficult, and they trust our team to help them through it. Through the pandemic, restaurants, convenience stores, and other retailers put together the digital tools they needed to survive, including loyalty, online ordering, messaging, mobile apps, CRM systems, and a host of other keys to digital engagement.

The challenge today is that these pieces need to align to be truly effective, and that’s what the Paytronix team is built to do.

And third, that our look and feel didn’t match the dynamic company they know. We believe our brand now matches our offering, and we hope you do, too.

So many of you have been clients for five, 10, 15, or even 20 years. We look forward to writing the next chapter of our joint success by keeping your guests happy and returning. After all, that’s what keeps our team motivated every day.

Panera Enters the Subscription Game

Panera Bread recently became the latest big-name restaurant brand to enter one of the hottest segments of the loyalty market: subscriptions. We’re proud to be part of that launch, as the program is built on our loyalty platform.

At $8.99 per month, the MyPanera Coffee subscription gives customers unlimited coffee or hot tea for the price of about four cups of coffee. This program exemplifies how smart, forward-thinking brands are embracing subscription models.

Subscription programs tend to operate in one of these three ways:

  • Recurring payments – As with the Panera program, subscribers pay for a given time period. Cancellation can occur at any time.
  • Lump-sum payment with time-bound usage – The industry standard is Olive Garden’s Never Ending Pasta Pass, which allows unlimited meals for nine weeks. Limiting the number of passes sold provides customers with a sense of exclusivity.
  • Lump-sum payment with limited times or items – An example is the Grill Pass offered by HuHot Mongolian Grill. Last summer, loyalty members could spend $50, $100, or $200 to buy 5, 11, or 25 meals. 

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Why a Gamified Loyalty Program Keeps Me Coming Back to Buffalo Wild Wings®

Last night the Golden State Warriors defeated the Cleveland Cavaliers 113-91 in Game 1 of the NBA Finals. As a result, I’ll be watching Game 2 at Buffalo Wild Wings.

The last time I visited the chicken wing/sports bar concept I played the Spin & Win game on the Blazin’ Rewards app. This is a gamified component of the brand’s loyalty program and members like myself have an opportunity to play every time they visit during the NBA postseason. Each visit allows one “spin” in the app. Every spin reveals a team with an upcoming playoff game. If that team wins its next game, the guest earns 100 bonus points towards a reward.

When I played during a lunch visit earlier in the week, my spin landed on the Warriors. When they won last night, I earned 100 points, giving me enough currency to earn a free entrée. Now I can’t wait to go back for Game 2 this weekend so I can redeem my reward and play again to give myself a shot at 100 more points. […]

Fourth Visit’s the Charm: How to Create Loyal Customers

Before digital loyalty programs, restaurants had no real way of figuring out which visitors were likely to return. And, what’s worse, they had no way of effectively incentivizing visitors who could become loyal to return.

Today, identifying and nurturing potential loyal customers is more important than ever; people have a seemingly endless array of options when it comes to their meals. They can purchase ingredients at the grocery store to cook at home, or have ingredients delivered to their door using increasingly popular services like Blue Apron. For a quicker meal, they can buy pre-prepared hot food from supermarkets or convenience stores, order takeout, or go out to eat.

How can your restaurant compete?

The answer is as simple as it is challenging: Get customers to meet the four-visit milestone.

Obviously, you want people to visit, and to visit often. But your goals can be much more specific than that. Data shows that each visit increases the chance that a customer will visit again, effectively choosing you over your competitors.

With the second visit, […]