Opportunity

The opportunity was to increase customer loyalty to our client’s brand of cafes.  A challenge in a market with independent cafes around every corner and a plethora of new cafe chains competing for customers.

Solution

Cimigo spoke to customers some loyal many indifferent to their café choice.  Cimigo understood the triggers, the experience, the pain points and the needs yet to be met from a loyalty programme. We spoke to customers whilst they ordered and whilst enjoying their café. Cimigo garnered opinions from baristas and serving staff. We then quantified the drivers behind satisfaction and dissatisfaction.

Better choices

Cimgio advised on how to build, promote and grow interest in a loyalty programme.  Cimigo advised on which communication channels make a difference and how to better demonstrate meaningful benefits. Quantitatively Cimigo demonstrated the financial benefits of building not simply new members but fewer quality members who became advocates of the programme – then the rest became easy.

Stretching the brand

May 28, 2021

A niche player in the personal care category planned to expand

Strategy development for customer experience

May 28, 2021

Addressing customer churn through improved experiences and pre-empting key moments with potential

Promoting retirement plans – simply

May 28, 2021

“Why on earth would I save for my retirement; I have had four children; I’ve educated them