Today’s customers are people of a modern, digital world. Digital technology has given customers everything at their fingertips. Brands need to be easily accessible, have a digital presence and provide convenience to please tech savvy consumers. On top of that, all types of customers expect pleasurable experiences, meaning brands need more than one way to satisfy their guests.
Today’s brands need to be omnichannel to please all guests. Brands need to create an engaging experience in-store and online through online ordering, mobile payments, email campaigns, push notifications, and more. For brands that have a long history, modernizing can sound like a daunting task, but the right platform can make the transition seamless.
For example, Beans & Brews began their loyalty program over 20 years ago, first with a punch card and then a magnetic swipe card. Their loyalty program has evolved over the years as the process of garnering loyalty has been defined and redefined over time.
Beans & Brews decided to digitize their loyalty program, through an app, to meet the modern needs of their customers. However, the brand realized they were not providing the best experience possible for their guests, as their previous program was restricting customers by making them pay through the app. Beans & Brews wanted customers to be able to pay how they wanted and still be rewarded for their loyalty.
The company made the switch to Punchh in 2016. They got up and running utilizing a points-based loyalty program that allows them to increase spend lift compared to a discount approach that often hurts spend lift. Customers can use their choice of payment, including mobile payments and tipping features right on their smartphone. This ensures an easy and pleasurable loyalty experience for all types of customers.
The brand appreciates how easy it is for their customers to participate in their loyalty program. “We are able to communicate with our loyalty members through numerous channels such as our app, emails, and push notifications whenever we need to. Our customers don’t want to keep track of a card today, they simply want to have their phone on them so we can be in contact together,” says Carrie Mongold, VP of Marketing.
Punchh also helped Beans & Brews create customer journeys that have increased valuable guest connections and increased participation. Learn more about the results Beans & Brews has seen with Punchh here.