Flash Coffee is a tech-enabled coffee chain that’s expanding throughout the APAC region. Thanks to their rapid growth, they discovered early on that loyalty programs are deceptively tricky to build.
A flexible loyalty program can be a major competitive advantage for a business. But it needs to be able to track customer behaviors across multiple visits and store progress in the form of points. Meanwhile, it also needs to constantly evaluate this progress against possible rewards.
Often companies will invest heavily in building their own complicated, inflexible tools on top of their existing purchasing platform and CRM. This usually requires months of dev time to reach even a basic MVP.
Because speed and flexibility are an integral part of their brand, Flash Coffee use Talon.One to set up and manage all their loyalty features. They can quickly build customized logic for earning and redeeming points.
They can also take advantage of our enterprise-grade capabilities to store and manage points on any campaign with just a few minutes' work.
Flash Coffee set up their program to allow customers to earn loyalty points upon every checkout. This can also ‘level up’ their loyalty tier to bronze, silver and gold.
Not only does each tier unlock new benefits (e.g. a monthly discount for a free latte), it also increases the rate at which users earn points. This ensures they feel more and more valued as their activity increases.
Talon.One’s easy-to-navigate Campaign Manager also allows Flash Coffee’s marketing team to set up challenges to incentivize very specific actions. This helps them to strengthen their focus on a gamified, light-hearted user experience.
Flash Coffee can now ask themselves - “What do we most want our customers to do, and how can we make it fun and rewarding in the app?”
Cases discussed so far include:
Let’s zoom in on the first use case - giving a user a free latte and loyalty points when they buy a latte three days in a row. In Talon.One, it’s as simple as configuring three rules:
After integration, the entirety of this highly targeted and complex use case can be planned, configured, and launched within minutes.
This allows Flash Coffee to incentivize the behaviors they want - whether it’s acquiring a new customer, rolling out a new product, driving app downloads, or celebrating the return visits of their most loyal customers. With the gathered data it becomes simple to measure the loyalty of your customers and evaluate the success of their loyalty program and optimize accordingly.
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