Case Study: Costa Coffee builds customer loyalty and data insights with Givex Corporation

Costa Coffee - Customer Case Study

Costa Coffee worked with Givex Corporation to build a loyalty program that would strengthen brand loyalty, improve customer retention, and create a more data-driven view of customer behavior across its UK and international stores. The company also wanted to collect customer email addresses so it could send offers, rewards, and promotions, while learning more about customer segments and sales patterns.

Givex Corporation provided a custom-skinned loyalty program portal and card-based rewards program that let customers register cards, redeem points, and receive targeted offers. In the first year, 5 million loyalty cards were activated, 1.4 million card holders swiped their cards in 4 weeks, and 2.8 million users swiped in 6 months; 4 in every 10 transactions involved the loyalty card. Costa also reported 7.8% like-for-like sales growth and £425m in profit for fiscal year 2010/11, with the loyalty card partly credited for the result.

Costa Coffee

George Gee

Loyalty Manager