Case Study: Outback Steakhouse increases active membership with Response Labs

Outback Steakhouse increases active membership 40% YoY with Response Labs

Outback Steakhouse faced a challenge with declining active membership in its casual dining loyalty program following a successful e-commerce shift post-COVID. To stop this attrition, the brand partnered with Response Labs to improve its email and SMS program performance through advanced data analysis.

Response Labs implemented an RFM (Recency, Frequency, Monetary) data model to enable deeper customer segmentation and strategic offer targeting. This solution led to a 40% year-over-year increase in active membership, an 18% increase in total visits, and a 23% rise in net sales from active members over a nine-month period.

Outback Steakhouse