Danny Klein
Editorial Director at QSR and FSR magazines
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This is an interesting snapshot into the evolving nuance of restaurant loyalty: “Since the beginning, when a customer drives up to 7 Brew, an employee asks for a phone number. Once the guest provides that, they’re in the loyalty program. Across roughly 220 locations, there are 3.2 million loyalty members, and 92 percent of transactions have a customer ID associated with them. When a loyalty member returns, the employee can pull up the person’s most recent order or suggest something similar.”
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ManyMangoes
1mo
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Love the insight! Consider leveraging predictive analytics to personalize the customer experience further; engaging customers with tailored recommendations even before they order could redefine loyalty engagement.
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Jennifer Rocha-Donley, DTM
CRM | Customer Engagement | Digital Marketing | Loyalty & Lifecyle Marketing.I have a passion for developing great customer experiences and great experiences create more engaged customers.
1mo
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Thanks for sharing Danny Klein. A Loyalty mix of 92% is very impressive and the key action here is asking the customer for their phone number every single time. This is training and I agree with Roger's comment that it comes from top down and becomes part of the the culture you are creating. I lived this with Office Depot and I know that every time I go into a store, the sales rep will ask for my phone number. It does work and you have to push for it if you want to gather your loyalty data.
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Morgan Petty
Interactive Experience Account Director @ Frank Mayer | Lead Retail Analyst @ RETHINK Retail | Former Exec Director @ ICX Association | Founder of StratEdgeEyes | Passionate about CX, meaningful innovation and privacy
1mo
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The level of convenience at 7 Brew Coffee just inspired me to take a break from my break from caffeine. I spontaneously pulled in on my way for an oil change next door but stumbled to remember my favorite drink and customizations— partly because it was an impromptu visit and also because I was on a break from caffeine. Sensing my delay, the employee quickly recommended my previously-ordered item. So quick, easy and delicious that I couldn’t pass it up today!
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Meghan Konrad
Marketing at Ajinomoto Health & Nutrition | Marketing Director ● Integrated Marketing ● Product Marketing ● CRM & Loyalty ● Campaign Management | Transforming data into stories, driving brands to win with customers.
1mo
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Having worked with brands in CRM and loyalty, 92% is phenomenal! You don't typically see the connection between preferences/past purchases at POS, creating that positive interaction between associate and customer. It's usually delayed and someone at corporate is looking at it on the back end and pushing out messaging. With customization becoming so important to create a positive consumer experience, not having to remember everything and have the experience be more efficient is key!
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Tracy S.
Marketing Lead @ Craftable | Content Marketing Expert | Restaurant Tech Enthusiast | They Ask, You Answer evangelist
1mo
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One is coming to my neighborhood excited to check it out (and of course give them my phone number).
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Andrew Faulkner
Creating a positive experience while introducing and maintaining technology for our customers to #stayrelevant
1mo
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Keeping it simple = success
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Tim Klos
Vice President - Merchant Solutions and Strategy
1mo
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This is incredible! 92%?!? I love the simplicity of the loyalty program as well. No QR codes or apps to manage, crazy double points days. Its very straightforward. Everyone likes easy.
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Roger Bernardino
Founder | Investor | GTM Leader | FoW Obsessed
1mo
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They have leaders like Brandon Sebald that crush it and obsess over their employees & culture 👏
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Chrissy Ouellette
Seasoned Food Tech Executive | Executive Leader | CF-L1
1mo
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This is incredible!
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