Whitbread Restaurants: Multi channel customer loyalty programme
Grass Roots
How did the campaign make a difference?
Through this multi-channel loyalty programme, Whitbread has been able to develop a personalised approach for its most valuable customers. Creating a single customer view database from all loyalty customer data and non-loyalty transactional data, Whitbread has been able to provide highly personalised communication and build a real one-to-one experience between three of its brands and their customers.
Producing a 'friend of the brand' approach not only improved engagement but has greatly improved the number of customers who regularly return to each restaurant.
Over a...