Artisan Roast Cafe, a busy café in Taman Tun Dr Ismail (TTDI), had been operating for around 9 years before switching over from their paper-based frequent flier card to Umai. Although they already had a steady stream of regulars to the outlet, the team recognized there was room for growth. They turned to Umai to find a better way to engage their customers after they left the café.
Artisan Roast Cafe decided to use UMAI’s Marketing Automation and Loyalty System to build a database of their customers that they never would have been able to build with the paper loyalty card they previously used. They signed customers up at the time of payment, and the system captured the customer’s phone number and birthday, and tracked how often customers came back, how much they spent, and other data.
Artisan Roast Cafe created campaigns that were sent automatically by the system to customers who had not been back in 30 days, invited to come those who had birthdays coming up, and the frequent visitors. It tracked who came back from which campaign, and how much money they spent when they returned.
After using Umai for 7 months, on average 31.2% of their customers had joined the loyalty program. This resulted in building a database of over +1,200 customers. The automated marketing campaigns helped Artisan Roast Cafe earn almost RM40,000.
Customers tend to spend more money when they sign up for loyalty programs. The 2016 Bond Loyalty Report points out that 66% of consumers alter the amount they spend to maximize points or benefits. Loyalty members spend more often and spend more than non-loyalty members, resulting in a 5-10% revenue increase. In the case of Artisan Roast Cafe, their loyalty customers spend on average 24.97% more than one-time consumers.
At this rate, this cozy café expects to grow their marketing database to +2,200 guests within 12 months and generate yearly revenue above RM66,300 via automated re-marketing campaigns and returning customers alone. Artisan Roast Cafe now has more repeated guests, better insights into their business, and higher profits, every month.