Whitbread Restaurants: Multi channel customer loyalty programme

This case study explains how Whitbread, the owner of three UK restaurant chains, created a loyalty program to better serve customers and increase revenue.

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...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands