Thinking like your subscriber

Thinking like your subscriber

My kids are finally old enough so that I could take them to one of my favorite lunch places (Panera) instead of having to be stuck somewhere with a play area. When I got to the register, the cashier asked me if I wanted to join their just-launched loyalty club – MyPanera – where I could earn points for each purchase and get rewards automatically. Two hungry kids were not going to like standing there while I filled out forms. But before I could even say that, the cashier said “I see you are anxious to eat with your kids – you can fill this out at home on your computer. Here are the member cards including one that you can put right on your keychain. I’ve already swiped this so you will get your first reward when you login.” What a great customer service moment! She correctly read my situation and anticipated what would be the best thing for me. When...
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