In a last ditch effort to stem the decline of video rentals, Rogers Video is unrolling a loyalty program.
Marketnews: Rogers Video Starts Rewards Program
Personally, I'd like to see Rogers Video reward me by not renting me DVDs that are all scratched up. No joke, 6 of the last 10 that I've rented have glitched out even before the halfway point. The staff are good about crediting my account for them, or getting me another copy at no charge, but just once I would like to see a movie all the way through the first time!
On another note, I've commented previously that the video rental stores in my area have been looking decidedly shabby in the last year or so. Their Visual Presentation standards have all slid terribly, due in part I think to the fact that they're struggling with staffing issues, as in the current Oil Boom labor market people who normally would work in a video store can make $18 an hour doing manual labor, or answering the phone at a geotechnical survey company. This leaves retailers needing to fill low-skill retail jobs with the borderline unemployable. I haven't encountered any poor service per se at Rogers or Blockbuster, just long lines at the checkout because of minimal staffing, and the poor souls behind the counter seem overwhelmed and flustered by the stress and demands of their job description.
Marketnews: Rogers Video Starts Rewards Program
In an effort to reward customer loyalty, Rogers Video is introducing a Star Rewards program that will afford customers points for future rentals and purchases. Customers will collect points with each purchase that can later be used toward movie and game rentals; or items purchased from the store. "Customer service is paramount to our business, so we wanted to find a new way to reward our loyal customers," said Marshall Wilmot, Vice President, Marketing, Rogers Retail. "We are pleased to be able to offer Star Rewards and lead the way in an enhanced retail experience by offering customers big savings."
One Star Rewards point is collected for every movie or game rental, and two points for every movie or game purchase. A free movie or game rental costs 10 points; while 20 points will supply a free previously-viewed movie, or $10 off a new movie or game purchase. The fee to join the program is $10, and customers receive five bonus points upon sign-up.
Bonus points can also be awarded with things like receiving a free kids movie rental with a regular rental. Members can also receive special offers and promotions via e-mail, and will automatically be entered into Rogers Video promotions and contests.
Personally, I'd like to see Rogers Video reward me by not renting me DVDs that are all scratched up. No joke, 6 of the last 10 that I've rented have glitched out even before the halfway point. The staff are good about crediting my account for them, or getting me another copy at no charge, but just once I would like to see a movie all the way through the first time!
On another note, I've commented previously that the video rental stores in my area have been looking decidedly shabby in the last year or so. Their Visual Presentation standards have all slid terribly, due in part I think to the fact that they're struggling with staffing issues, as in the current Oil Boom labor market people who normally would work in a video store can make $18 an hour doing manual labor, or answering the phone at a geotechnical survey company. This leaves retailers needing to fill low-skill retail jobs with the borderline unemployable. I haven't encountered any poor service per se at Rogers or Blockbuster, just long lines at the checkout because of minimal staffing, and the poor souls behind the counter seem overwhelmed and flustered by the stress and demands of their job description.
It does seem that between a declining rental business and serious labor shortages, this is a One-Two punch that's putting the video rental business on the mat.
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1 comment:
We haven't darkened the door of Blockbuster in months for mostly the same reasons. Instead we became members at Zip.ca. For a fixed fee we can rent as many titles as we can watch a month - our membership level allows us to have 3 movies at any time which has turned out to be about all we can handle. Zip mails us our selections with postage paid envelopes included for return.
Since March we've averaged 8 titles a month at an average cost of about $3.25 per title. Only one disc didn't play and we were given some credits on our account to compensate.
In the pro column Zip has a HUGE selection including TV series that you just can't find at storefront rental outlets (Cracker, UFO - The Series, Dr. Who, The Prisoner, etc.). Prices are lower overall. There are no return deadlines - as an example Million Dollar Baby spent a couple of weeks in our home because other titles kept showing up that we were more interested in viewing. I don't have to travel to the store and experience what you described Lee. Zip is a Canadian company.
In the con column of being a member of Zip is the fact that you need to be patient. Titles are shipped on an availability basis and some titles have been on our list since we joined in April. There is a GHI (Gotta Have It) option that gets you the title ASAP but there is a fee for that - although you earn "points" as a member that can be redeemed for services like GHI.
Overall our experience has been very good and we've watched a lot more stuff for much less than we would have as Blockbuster clients even with all the bonuses available.
Patience - last time I checked it was still a virtue, albeit an underused one.
Shalom
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