Tag Archives: privilege card

Shakey’s: Tragedy While Using ‘Supercard’

New Loyalty Card, new deals
New Loyalty Card, new deals

Shakey’s Shaw-Kapitolyo blew whatever good experience I’ve had while on a dinner date with my wife. The management crew and staff withheld me from paying my bill just because my Shakey’s Pizzanatic SuperCard data shows that it was expired in “January 2014”. The loyalty card is supposed to give me 10% discount on most of their items on their menu and I even wrote about it after I renewed it just in December 2013!

I argued with our server, “Why hold me? Isn’t that your internal problem? Just have me pay my bill and you guys settle this matter with whoever is encoding your data.”

I really got upset after my server — still without the bill — said her manager is already calling their 500 Shaw branch, which is about a couple of kilometers away from where I was. I said, “That’s not right. You’re holding me up for something that I didn’t cause. You have my expired one, which I showed you. It says July 2013. So why hold me up for something clearly not my fault? You’re not giving away free meal. You’re just giving me 10% discount and I paid for the renewal of the supercard!”

I called the manager’s attention and asked if such procedure was normal: the feeling that either: One, the customer is showing a bogus/fake card or Two, they will not honor my 10% discount because the expiration date of the card is January 2014 — either way, is not a good option and wrong. The manager apologized but couldn’t explain why they did what they did. It seems like the concept of ‘customer is always right’ took a nose dive that night.

Shakey’s we love your new image but please do something about your customer service. I know you can do better than this: Customers are people not wallets.

Super 8 to end VISA Privileges?

See the VISA logo? Now that is what I call value!

I got word yesterday, not from my suking Super 8 Shaw friends, that the new wholesale store player has done several changes with its privilege card. To name a few…

  1. Replaced partnership with UnionBank with RCBC
  2. Points redeemed can no longer be spent outside Super 8 stores
  3. You can ‘reload’ your privilege card by depositing money via RCBC bank
  4. Transition starts in July

It is sad that this privilege of being able to spend the points you earned inside the store to other stores will end. It is an edge that Super 8 has that no other stores have done. To me, it is one advantage that truly rewards loyal customers who buy their daily, weekly, monthly grocery items from the store.  The idea is radical and I believe the failure to promote this feature and engage customers to use this new card feature boils down to failure in communications, failure in marketing.

By using points earned inside the store, Super 8 will be losing its edge over SM Advantage Card (SMAC) whose dominance hinges on a variety of partners who can give SMAC holders more reasons to get points and use their points in SM stores.

SMAC is a very good privilege card, there’s not just a worthy competitor who can give customers an alternative card who can truly win – not just their hearts – but their pockets as well. I’m all for giving customers more value. So why end it?