Yoyo Case Study: Caffè Nero
Earlier this year, Yoyo partnered with Caffè Nero to build its very own payment and loyalty app to help the UK’s third largest coffee chain get closer to their customers and build long-term relationships. Here’s how it went…
Marcus Denison-Smith, Head of Marketing at Caffè Nero:
“Any experience customers would have on their phone needed to replicate the experience they were having in-store…so it was important for us to have our own branded app.
“We were very focused on keeping it really simple, to replicate our loyalty programme and allow customers to pay through one mobile transaction.
“Before the app, all we could really track was how frequently customers were coming in. We knew nothing else about them.
“We can now run promotions to support a certain store, a certain segment of customers, or a certain product. At one point we targeted our customers with an offer to come in have an Iced Latte. The results speak for themselves…”
James Flett, Partnerships Manager at Caffè Nero:
“This is the first time that we’ve had access to basket-level information. We can now identify, recognise and have a relationship with the customer.
“We’ve been overwhelmed by the positive reviews we’ve had from our customers. We’re trying to get closer to our customers and build better and longer-term relationships. The only we can do that as a brand is if we can connect with the customer and recognise them at the point-of-sale.
“Brands who don’t do that and continue to treat their customers anonymously will continue to fall behind.”
Download the Yoyo-powered Caffè Nero app here.