Costa Coffee
How CRM.COM helped Costa Coffee achieve one of the top spots on app stores in the category Food & Drink
Company
Costa Coffee is a British multinational coffeehouse chain and one of the largest coffeehouse companies in the world known for its coffee and specialty drinks. It was founded in London in 1971 and has since expanded globally with thousands of coffee shops in numerous countries.
Costa Coffee first opened its doors in Cyprus in 2005. The popular coffee chain brought its signature blend of Italian-inspired coffee and warm ambiance to the beautiful Mediterranean island of Cyprus, captivating locals and tourists alike with its exceptional coffee and inviting atmosphere.
Industry
Coffee
Customer Since
2019
Products Used
- Identity Management
- eWallets & Promotions
Integrations
- JCC Payment Gateway
- Oracle Simphony POS
Challenge
The coffee culture in Cyprus is deeply rooted in tradition, hospitality, and social interaction. Coffee holds a significant place in the Cypriot society, serving as a symbol of friendship, relaxation and communal bonding.
It was therefore important for Costa Coffee in Cyprus to stay ahead of competition with an innovative loyalty program with its own branded mobile app that would serve the purpose and increase customer retention in a modern yet friendly manner.
Solution
CRM.COM designed and implemented a modern cashback-based, eWallet-based digital promotion and online ordering solution.
App
Registration and rewards management via the Costa Coffee braded mobile app
Awards
eWallet-based cashback awards, free coffees, discounts and more
Tiers
Multiple reward tiers to encourage higher levels of engagement and spending
Notifications
Push notifications to customers to share new offers, products, stores and more
Orders
Ability to place online orders for coffee for delivery or pickup via same app
Payments
Ability to pay for orders using already awarded cashback in eWallet or use card on file
Results
With CRM.COM, Costa Coffee managed to:
- Increase customer retention
- Increase repeat purchases
- Enhance customer engagement
- Increase revenue
- Increase referrals and acquisition
- Perform big data analytics, assess the effectiveness of the loyalty program as well as monitor buying patterns for targeted and personalised experiences
CRM.COM constantly strives to breathe new life into Costa Coffee Club Cyprus by introducing new industry-specific features, thoughtful and strategic mobile app redesigns all in an effort to improve customer satisfaction, attract new customers and keep the app competitive in a dynamic market.
Brewing Success with Loyalty
Onboard customers via branded apps and portals
Capture transactions and analyse buying patterns
Set up targeted and personalised BI-driven offers
Award customers with cashback into their eWallets
Spend cashback at POS or payout in designed payment method
Why Your Coffee Business Needs CRM.COM
It fosters customer loyalty by incentivizing repeat visits and purchases. By offering rewards, such as free drinks or discounts, coffee shops can encourage customers to choose their establishment over competitors, leading to increased customer retention and revenue.
It provides valuable data and insights into customer preferences and behaviors, enabling coffee shops to personalize marketing efforts and tailor offerings to individual tastes. This data-driven approach enhances customer satisfaction and creates a sense of exclusivity and appreciation.
It serves as a marketing tool, attracting new customers through word-of-mouth recommendations and the allure of earning rewards. It not only cultivates a sense of belonging and engagement but also establishes a competitive advantage in a crowded market, ultimately contributing to long-term success and growth.