Serving Up Success
When BJ's Asked Kobie for a Loyalty Initiative Program to Impress Its Customers, Here's What we Brought to the Table.
Kobie was asked to design and implement an innovative customer loyalty initiative that would mirror BJ’s brand promise of a “Wow” customer experience. We were tasked with enrolling, identifying, tracking and improving guest frequency and spend, and driving loyalty to the brand, as well as the program.
We began by making the tone of the program fun and different from other restaurant programs. We designed a loyalty platform that would integrate in real-time with multiple POS systems. We enabled the use of mobile devices as the primary identifier and communications channel, and developed a mobile program app that would allow customers to register, access their program status and receive promotional offers right on their phones. In addition, we incorporated social media to allow members to link in and update their preferred communication tool.
Participating members in the customer loyalty pilot program are showing an increased frequency of visits as well as higher average spend per visit. A national rollout is planned for mid-2012.