Liquid Barcodes

Resources

‘What I Know for Sure’ – Rutter’s CCO Loyalty Insights

Paula Thomas, Chief Content Officer, Liquid Barcodes

06/05/2018

With Derek Gaskins, Chief Customer Officer, Rutter’s

This article first appeared on Global Convenience Store Focus. 

As a newcomer to the convenience industry, living outside of the United States, I must confess I wasn’t aware of Rutter’s when it was first mentioned recently as one of the most respected brands in US loyalty and convenience retailing. A family-run business, about to open its 70th convenience store, they are predominantly based in the US state of Pennsylvania, so the brand could be forgiven for quietly running their business locally without trying too hard. Instead they’re driving the industry with a focus on excellence that’s been described by CSP Magazine as ‘beyond ridiculous’ – awarding the brand ‘record breaking‘ scores in their most recent mystery shopping awards!

Naturally I was excited to see how their approach to achieving such impressive operational excellence would also benefit their loyalty programme members, so I was delighted with the opportunity to chat to Derek Gaskins, Chief Customer Officer about how Rutter’s are changing the game and the industry.

Rutter's Rewards

As part of our ‘What I Know for Sure’ articles on loyalty insights from C-Level executives, Derek was clear what he knows for sure – and it’s what every true loyalty marketer knows. It’s the critical importance of identifying your MOST valuable customers and make 100% SURE they feel so truly rewarded, that they simply won’t go anywhere else! Many brands and businesses focus on customer acquisition, but with top tier customers ‘driving the engine of profitability’, these are the customers who really matter, followed closely by top potential customers – those who have the potential to join them in that top tier. It’s the Pareto Principle in practise, proving to be of immense value to Rutter’s, and a clear signal of excellence in convenience loyalty marketing. The Rutter’s Rewards loyalty programme is the platform built to capture all of the data and insights needed to delight this exclusive group, who enjoy ‘free stuff’ and save $.03 per gallon on their fuel purchases by buying any of over 1,800 products in Rutter’s stores. With fuel discounts consistently rated as the most aspirational benefit across all loyalty options, it’s clear how customer-focused this programme really is.

From a loyalty technology perspective, I was curious about customer adoption of mobile and app technology. Derek assures me we’ve ‘almost crossed the tipping point’ moving customers from traditional plastic loyalty cards to accepting and enjoying the dominance of digital! It’s particularly challenging to deliver technology solutions in convenience retail with every fuel pump a point of sale, along with the latest touch screen technology in stores. Fuel pumps can sometimes be in use for up to thirty years old, with customer-focused brands keen to satisfy consumer demands for rewards and recognition benefits and deliver cashless and frictionless experiences. Derek is envious of global brands with simpler point-of-sale solutions such as the extra-ordinary adoption of mobile by Starbuck’s customers in US and describes his own technical challenges as akin to herding cats!

Rutters app screenshotsGiven the focus on recognising and rewarding customers, I asked Derek how he works with his partners and suppliers. The convenience industry is characterised by a commitment to sharing best practise like no other industry I’ve worked in, with organisations like NACS created to allow every stakeholder in the business to learn and benefit from what customer’s want, as clearly then customers ultimately GET more of what they want. Derek agreed that the industry is highly collaborative, and highlighted recent meetings set up by senior global leaders in both Pepsi and Hershey’s who were only too delighted to share and showcase their customer research, technology partnerships and marketing insights so that Rutter’s could learn and apply that expertise in their stores. From their side, Rutter’s are able to offer insights on market share and basket data on consumer purchasing patterns in stores, as well as opportunities to develop compelling and ‘transformative’ loyalty campaigns through Rutter’s Rewards programme that incentivise product trials for partners and drive top line profit for all. A true win-win-win for everyone!

Perhaps the most fascinating perspective that came through from chatting with Derek was Rutter’s innovations in the foodservice category. Already renowned for its dairy heritage and own-brand successful products, Rutter’s foodservice category is directed and led by an Executive Chef. Even the positioning in-store is innovative, with the introduction of Chef’s Coats to help customer’s appreciate Rutter’s differentiated proposition in the convenience category.

A product innovation is the development of the ‘Red Bull Smoothie’ – developed by observing customer trends for sophisticated hand-crafted drinks in the hot drinks category. These same customers are demanding healthy products like smoothies for nourishment but also need energy. These insights have been cleverly combined in the creation of an exclusive product – the hand-crafted Red Bull smoothie – giving customers another reason to consistently choose Rutter’s when they’re looking for refreshment.

More dramatically, state legislation has also opened up the opportunity for Rutter’s to operate as an off-license selling alcohol for take-away, so in true Rutter’s style, the brand has taken this a step further and successfully licensed themselves as restaurants! With this comes a whole new category of products and positioning, and Rutter’s have designed a unique experience in the convenience sector, with food pairings and wine tastings for customers! These events are designed to introduce food samples as sophisticated as sea food and also create awareness of Rutter’s as the perfect destination for quality wine or beer on the go, the perfect channel for home or party needs, and undoubtedly a whole new profitable business for Rutter’s.

Rutters station

On reflection, my favourite insight from Rutter’s is it’s inherent understanding on how profitable businesses are built. As Chief Customer officer, Derek’s first priority is to his team, making it easy for them to delight customers.

June 12th 2018 Update: Derek Gaskins has just announced a career move to Yesway and we wish him every success in his new role!

About Us:

Liquid Barcodes is a leading global loyalty technology company specialized for the convenience store and foodservice industries. Our proprietary cloud-based technology platform allow retailers to create and manage their digital marketing campaigns with a proprietary process we call the “customer connection cycle’ to engage, promote and reward customers activities in real-time across digital and media channels.

How we do it:

We have developed the most advanced loyalty and digital marketing technology platform specifically for convenience store and foodservice retailers globally.

Retailers use our self-service dashboard to create and manage loyalty driven marketing campaigns that increase purchases with their existing customers, as well as effectively target and acquire new customers through partners or paid media channels.

One core component of live loyalty is gamification. We have gamified branding, loyalty and promotions. We believe this approach is essential in order to get customers’ attention and ultimately truly engage them with repeatable actions thereby winning their loyalty.

Check out some of our exciting/proven results here:

www.LiquidBarcodes.com

About Me:

Paula Thomas

Chief Content Officer, Liquid Barcodes and Independent Loyalty Consultant.

With over twenty-five years marketing experience, I specialise in loyalty marketing consulting, managing consumer loyalty propositions, strategy and operations. In addition to working with Liquid Barcodes, my clients have included Telefonica O2, Three Mobile, Electric Ireland, Allied Irish Bank and The Entertainer, as well as Avios – the global points currency for some of the world’s top airlines. I am also a judge for the Loyalty Magazine Awards. 

—————————————————————————————–


Blog post

The Refreshing Perks of Beverage Subscription Programs 

Beverage subscription programs offer convenience retailers the benefits of enhanced customer loyalty, a predictable revenue stream, customer data, and a competitive edge.

Blog post

Measure Beverage Subscription Program Success

Use three key metrics to measure beverage program success to ensure long-term viability and maximize profits.

Blog post

Enhance Foodservice Sales With Daypart Marketing and a Beverage Subscription Program

Increase overall foodservice sales by combining a smart daypart marketing strategy with a monthly beverage subscription program.    As foodservice continues to become most important to a convenience store’s financial success and ultimate viability, harnessing the dual power of beverage subscription programs and daypart strategies will help elevate sales throughout the day.

Blog post

Beverage Subscriptions Improve Foodservice Sales

Implementing a beverage subscription program will boost customer spending on foodservice items.  Consumers visit convenience stores to do three main things: get gas, use the restroom and buy a drink. As prepared food becomes the norm in convenience stores, give your customers an offer they can’t resist with a beverage subscription program.

Blog post

Use Digital Prepaid Cards to Get Started With Subscription Programs

Digital prepaid cards are frictionless and contactless and a simple way to get started with subscription programs. A subscription program is designed to conveniently remove thinking from everyday purchases for customers to make a one-time decision for month-long unlimited products like drinks and coffee.

Blog post

Which Subscription Model Will Win You the Most Customers?

Subscription programs are enhanced loyalty programs that drive repeat visits for your most valuable customers. According to a 2021 report by WestMonroe, the average U.S. consumer spends $273 per month on subscription-based services. If you haven’t already, it’s time to get in on that action.

Blog post

An Introduction to Subscription Programs

Subscription programs ensure recurring revenue by recruiting customers and enhancing the overall foodservice offer Subscription is a big buzzword referring to any recurring or prepaid program that is delivered or available on a regular basis. 

Blog post

Circle K Norway Wins NACS Convenience Retail Technology Award 

Circle K Norway wins the prestigious NACS award for technology innovations, including car wash subscription program powered by Liquid Barcodes. NACS awarded Circle K Norway’s leaders with the NACS Convenience Retail Technology Award at this week’s NACS Convenience Summit Europe in Dublin.

Blog post

Maxol Wins Customers and Awards With Loyalty App

Irish retailer Maxol celebrates a year of success with their award-winning loyalty app. Maxol’s loyalty app has been rewarded for excellence with the prestigious “2023 Loyalty Launch of the Year ” award at this year’s Irish Loyalty & CX Awards.

Blog post

Record-High Sales Coupled With Record-High Credit Card Swipe Fees Perplex Convenience Industry

NACS releases 2022 data for the convenience industry and retailers report record-high sales, fuel prices, and credit card swipe fees.

Blog post

Sunshine Gasoline Leads Industry in Technology Adoption

Florida retailer Sunshine Gasoline leads the U.S. convenience industry with app solutions for customer convenience and loyalty.

Blog post

Newly Redesigned Brezelkönig App Accepts Payments and Rewards Loyalty

Swiss foodservice chain Brezelkönig releases app update which offers customers the convenience of earning rewards and paying for products with the app in stores.  The recently-updated Brezelkönig app allows pretzel-loving customers to enjoy recognition and rewards for their loyalty. Additionally, the Brezelkönig app accepts payments to make the customer experience even more convenient.  Brezelkönig is […]

Blog post

What Is C-StorePay?

Liquid Barcodes’ proprietary C-StorePay makes paying for fuel, in-store merchandise, and subscription programs convenient for customers, reduces credit card fees for retailers, and integrates easily into existing loyalty programs Announced in October 2022, the revolutionary Liquid Barcodes C-StorePay product rose to the top of retailers’ 2022 wish lists at the NACS Show, even achieving a […]

Blog post

Loyalty Apps Engage Customers

98% of loyalty app users love using a loyalty app and want more features from it. In September 2022, NACS published a report examining customer engagement with convenience loyalty programs. Unsurprisingly, customers feel most engaged, appreciated and valued by the stores to which they belong in a loyalty or membership program – nearly ¾ of […]

Blog post

Save Thousands in Credit Card Fees With ACH

Visa and Mastercard announced an increase in interchange fees earlier in the year and retailers are taking action and sending a message by migrating their customers to new solutions, including mobile app-based ACH payments, and in the process increasing profits by not only reducing credit card fees but also boosting loyalty via innovative app-based incentive […]

Liquid Barcodes

Put a rocket under your loyalty program

With our loyalty platform, we help design and operate world-class, tailor-made subscription and reward programs that make sure your customers always come back.

Book a Demo →

We are trusted by global brands.

Convenience retailers all over the world have engaged and rewarded consumers with our tailor-made loyalty programs.

To our case studies →

Liquid Barcodes
Liquid Barcodes
Liquid Barcodes
Liquid Barcodes

Convenience retailers all over the world have engaged and rewarded consumers with our tailor-made loyalty programs.

To our case studies →

Liquid Barcodes
Liquid Barcodes
Liquid Barcodes
Liquid Barcodes

situs slot gacor

situs judi togel slot

situs judi online terpercaya

Situs Judi Togel Slot Online Terpercaya Indonesia

slot pulsa

situs judi slot online

togel slot casino online

istana slot online

istanaslot

Situs Judi Slot Deposit Pulsa

judi slot gacor terpercaya

istana slot

istana slot situs slot

ISTANAIMPIAN GROUP

ISTANASLOT

judi slot online gacor

slot win rate tinggi

judi slot online gacor

slot deposit pulsa

istana impian 2

istana impian

istanaimpian slot online

agen togel casino

judi live casino

agen togel casino

istana impian 4

istana impian

istana impian 3

gangster4d

uno prediksi

prediksi togel istanaimpian

slot online gacor 2023

raja situs judi slot

https://www.interactworldwide.org/

slot online gacor

slot online terbaik 2023

Daftar Slot Online Gacor 2023

Situs Judi Slot Demo Pragmatic

slot deposit dana Terbaru 2023

istanaslot

istana slot online

slot88

https://134.209.107.98:777/

https://buletin303.com/

istanaslot

slot dana

https://blog.libero.it/wp/slotdana/2023/05/19/agen-judi-slot-deposit-dana/

https://platform.blocks.ase.ro/blog/index.php?entryid=26210

https://b.hatena.ne.jp/istanaslotgacor2022/

https://b.hatena.ne.jp/istanaslotgacor2022/bookmark?page=2

https://b.hatena.ne.jp/istanaslotgacor2022/bookmark?page=3

https://b.hatena.ne.jp/istanaslotgacor2022/bookmark?page=4

https://t.me/s/togelslot88gacor

https://t.me/s/situsslot

https://telegram.me/s/situsslot

https://medium.com/@gulaiayam8899

https://medium.com/@gulaiayam8899/about

https://medium.com/@gulaiayam8899/berita-terkini-seputar-slot-gacor-dan-togel-online-69848fa6e114

https://medium.com/@gulaiayam8899/rahasia-kesuksesan-dalam-permainan-slot-9a0664549e1b

https://medium.com/@gulaiayam8899/rtp-slot-gacor-auto-sultan-7e23ec9e7afb

https://medium.com/@gulaiayam8899/misteri-slot-gacor-bb02b74acd18

angka toto

https://istana-gacor.xyz/

https://istana-gacor.com/

https://www.istanaslotgacor.xyz/

https://istanaslot.w3spaces.com/

https://slot-toto.netlify.app/

https://gangster4d.netlify.app/

gangster4d slot

gangster4d

slot pulsa

http://ukt.uhnsugriwa.ac.id/admin/slot88/

https://bma.ac.ke/wp-content/uploads/2023/

https://ishcsf.com/slot-gacor/

https://www.sos-logistica.org/wp-content/uploads/slot-demo/

http://labiela.com/cgi-bin/slot-gacor/

https://www.ideasei.com/wp-content/slot-dana/

situs togel
slot777
slot gacor
https://dilmil-padang.go.id/slot-pulsa/
https://dilmil-padang.go.id/slot-dana/
http://covid19.bulukumbakab.go.id/slot-toto/
http://covid19.bulukumbakab.go.id/slot-gacor/
http://covid19.bulukumbakab.go.id/slot88/
http://covid19.bulukumbakab.go.id/slot777/
slot777
slot gacor
http://sion.uhnsugriwa.ac.id/css/slot-gacor/