Grew loyalty active-base 2.8× and seeded 47 corporate coffee subscriptions across 23 cafés.

The challenge

A specialty coffee chain with 23 cafés across Bangalore, Pune and Mumbai had a loyalty card programme that 80% of customers had forgotten about. New-store launches drew 30 walk-ins on day one because there was no pre-launch buzz. The founder knew offices were the biggest untapped channel — bulk weekly bean delivery and machine servicing — but had no funnel for it.

How we deployed

• Migrated the loyalty programme to WhatsApp Business — every café-bill scan auto-credited points to the customer's number.
• Pushed contextual offers per customer based on order history — flat white drinkers got a flat-white promo, never a generic discount.
• Built launch-waitlist micro-sites per upcoming store — captured emails and phone, drip-fed teaser content for 21 days pre-launch.
• Set up a B2B funnel for office coffee subscriptions — landing page, AI qualifier on WhatsApp, sales handoff for site survey.
• Auto-billed monthly subscriptions and managed bean-quantity adjustments on a self-serve admin.

What changed

• Loyalty active-base grew 2.8× in 5 months — measured by months with at least one redemption.
• New-store launch-day footfall lifted 114% on the back of waitlist drips.
• 47 corporate coffee subscriptions seeded across the 23-café network in one quarter.
• Average customer spend lifted 17% on the back of personalised offers vs blanket discounts.
• Churned-loyalty members reactivated at a 23% rate over 90 days.

— Founder · Specialty café chain