As loyalty programs become a more and more integral part of retailers’ strategies, some non-members are complaining of a double standard at supermarket checkouts. “Those who follow the system get one price and those who don’t have the skills for the system get another,” retired civil servant Hélène Manuri told TVA Nouvelles, citing older and less tech-savvy customers in particular.
Dalhousie University agri-food researcher Sylvain Charlebois said that Metro and Empire Co. are playing catchup with Loblaw Cos.’ well-established loyalty plans. “When you’re a grocer and you see that it works, you have no choice but to create customer loyalty,” he said. “Those rebates are a good lure to bring customers into the store.”