
e-Coupons are a great idea, especially if you want to reach a wide audience without the costs associated with FSI's and mailers. But as T.G.I. Friday's recently found out, no matter how hard you try to pull off a nice, care-free e-couponing campaign, there are going to be some wrinkles and headaches.
Woody, the T.G.I. Friday's "spokesperson" has been encouraging people to become a fan on the TGIF Facebook page. And those that help them reach their goal of half a million, get a FREE Jack Daniel's burger.
I thought it was a nice offer, so I signed up! I registered. I was directed to a page online to print a coupon. I hit "print" and watched a neat little animation that said my coupon was printing.
But it didn't print. And it refused to let me try again.
This scenario is more common than most retailers would like to hear. A Java-based in-browser coupon print utility does indeed help track coupon dispensing AND prevent fraud but when your coupon doesn't print, you're asking for a customer service nightmare.
A lot of people complained and T.G.I. Friday's made good on those complaints. Instead of going high-tech, they went lo-fi by setting up a new campaign using HTML emails with unique codes embedded in the coupon. Much easier for everyone involved. But in the long run, it may have cost a few extra dollars to implement "Plan B".
BELOW: T.G.I. Friday's tries it again. This time, through HTML email:
Which begs the question: are we too worried about preventing coupon fraud? How do you weigh the concerns of coupon fraud vs. customer frustration?
T.G.I. Friday's wrestled with those obstacles using style, wit and humor. My opinion of this franchise is higher than ever before and I applaud the way they treat their customers. Both in or out of the restaurant.
-