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uppercase">FEATURED CHANNELS</span></div><ul class="flex flex-col gap-y-4"><li><a class="nav-item flex gap-3 items-center" href="/product/email"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="mail-01"><use href="/icons/sprites.svg#mail-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Email</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/mobile-app-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="phone-02"><use href="/icons/sprites.svg#phone-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Mobile App Messaging</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/web-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="browser"><use href="/icons/sprites.svg#browser"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Web Messaging</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/sms"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="message-text-square-02"><use href="/icons/sprites.svg#message-text-square-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">SMS/RCS</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/whatsapp"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="phone-call-01"><use href="/icons/sprites.svg#phone-call-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">WhatsApp</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/cross-channel-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="dots-grid"><use href="/icons/sprites.svg#dots-grid"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md text-purple-700">View all channels</span></div></a></li></ul></div><div class="nav-dropdown__section-footer flex flex-wrap sm:flex-nowrap p-2 sm:p-3 bg-[#C9C4FF80] relative z-10 gap-3 items-end sm:justify-between xl:justify-start rounded-lg mt-4"><div class="flex gap-2 sm:gap-3"><span class="flex items-center justify-center flex-none size-8 text-purple-700 mr-2 xl:mr-0"><svg width="20" height="20" role="img" aria-label="star-02"><use href="/icons/sprites.svg#star-02"></use></svg></span><div class="flex flex-col justify-center gap-1"><span class="font-semibold text-gray-900 text-md">How It Works</span><p class="font-normal text-gray-600 text-sm">Get a breakdown of our vertically- integrated technology</p></div></div><a class="inline-flex items-center justify-center text-center rounded-full transition-colors sm:w-fit whitespace-nowrap relative z-10 gap-1 font-aribauGrotesk font-bold px-[14px] py-2 text-sm bg-white border border-transparent text-gray-900 shadow-xs hover:bg-[#F9FAFB] active:bg-white active:border-[#D0D5DD] active:border disabled:bg-white disabled:border-[#EAECF0] disabled:border disabled:text-[#98A2B3] w-full" href="/product">Learn More</a></div></div></div></div></div></li><li class="nav-dropdown"><button type="button" class="relative flex items-center w-full h-full xl:w-auto font-semibold text-md ja:text-xs hover:text-primary-600 text-black py-6 xl:py-[10px] gap-[6px] px-0" aria-expanded="false">Solutions<svg width="20" height="20" role="img" aria-label="chevron-down" class="transition-transform !duration-150"><use href="/icons/sprites.svg#chevron-down"></use></svg></button><div id="nav-dropdown-Solutions" class="nav-dropdown__content absolute top-0 xl:top-full left-0 w-full pb-10 xl:pb-0 h-[calc(100vh-72px)] xl:h-auto flex flex-col overflow-y-auto overflow-x-hidden xl:overflow-hidden bg-white xl:border xl:border-gray-200 xl:shadow-lg transition !duration-300 transform origin-top pointer-events-none -z-1 opacity-0 translate-x-full xl:translate-x-0" aria-hidden="true" inert="true"><div class="container transition delay-150 !duration-300 origin-center xl:opacity-0 xl:translate-y-[5px]"><div class="mt-10 mb-4 xl:hidden"><button type="button" class="items-center justify-center text-center transition-colors sm:w-fit whitespace-nowrap relative z-10 font-aribauGrotesk font-bold text-sm flex gap-2 rounded-none border-none p-0 text-gray-600 shadow-none w-fit 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href="/solutions/media-entertainment"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="video-recorder"><use href="/icons/sprites.svg#video-recorder"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Media & Entertainment</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/gaming"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="gaming-pad-01"><use href="/icons/sprites.svg#gaming-pad-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Gaming</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/on-demand"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" 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text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="trend-up-01"><use href="/icons/sprites.svg#trend-up-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Optimize Onboarding</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/boost-productivity"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="pencil-01"><use href="/icons/sprites.svg#pencil-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Boost Productivity</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/improve-acquisition"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="pie-chart-01"><use 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class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Increase Engagement</span></div></a></li></ul></div><div class="nav-list relative z-10 grow flex flex-col gap-4"><div class="flex flex-col gap-1 text-sm text-gray-500"><span class="font-semibold uppercase">Braze For</span></div><ul class="flex flex-col gap-y-4"><li><a class="nav-item flex gap-3 items-center" href="/braze-for-engineering"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="code-01"><use href="/icons/sprites.svg#code-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Engineering</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/braze-for-startups"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="users-03"><use 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srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F58525b65b1ee2879c9a6e7e1ff07af42a11e807c-2888x1622.png&w=384&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F58525b65b1ee2879c9a6e7e1ff07af42a11e807c-2888x1622.png&w=750&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F58525b65b1ee2879c9a6e7e1ff07af42a11e807c-2888x1622.png&w=750&q=75"/></div><div class="flex w-full flex-col gap-3 pt-6"><span class="text-md font-semibold text-gray-900">2026 Global Customer Engagement Review</span><span class="text-md font-normal text-gray-600">For our sixth Global CER, we surveyed over 2,200 marketing leaders and analyzed upwards of 6 billion data points spanning more than 750 brands</span></div></div></a></div></div></div></div></li><li class="nav-dropdown"><button type="button" class="relative flex items-center w-full h-full xl:w-auto font-semibold text-md ja:text-xs 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font-semibold text-md">Braze Alloys</span><span class="text-sm font-normal text-gray-600">Explore and connect with our trusted Technology or Solutions partners</span></div></a></li><li><a class="nav-item flex gap-3" href="/partners/solutions-partners"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="users-01"><use href="/icons/sprites.svg#users-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Delivery Partners</span><span class="text-sm font-normal text-gray-600">Discover our partnerships with the world's leading agencies, consultancies, and system integrators</span></div></a></li><li><a class="nav-item flex gap-3" href="/partners/technology-partners"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="code-02"><use 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class="container relative z-10 flex flex-col gap-spacing-4xl py-6 md:gap-spacing-6xl md:pb-20"><div class="flex gap-1 text-xs"><a aria-label="Link to resources" class="text-[#310CCE] border text-nowrap h-fit border-[#D0D5DD] bg-[#ECE5F9] hover:bg-[#F9FAFB] rounded-lg px-3 py-[2px] font-bold text-[#310CCE] capitalize" href="/resources">Resources</a><span class="text-white text-md">/</span><a aria-label="Link to customers" class="text-[#310CCE] border text-nowrap h-fit border-[#D0D5DD] bg-[#ECE5F9] hover:bg-[#F9FAFB] rounded-lg px-3 py-[2px] font-bold text-[#310CCE] capitalize" href="/customers">Case Studies</a><span class="text-white text-md">/</span><a aria-label="Link to coffee club case study" class="text-[#310CCE] border text-nowrap h-fit border-[#D0D5DD] bg-[#ECE5F9] hover:bg-[#F9FAFB] rounded-lg px-3 py-[2px] font-medium text-[#344054] bg-[#FFFFFFB2] truncate" href="/customers/coffee-club-case-study">The Coffee Club Incr...</a></div><script type="application/ld+json">{"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Resources","item":"https://www.braze.com/resources"},{"@type":"ListItem","position":2,"name":"Case Studies","item":"https://www.braze.com/customers"},{"@type":"ListItem","position":3,"name":"The Coffee Club Incr...","item":"https://www.braze.com/customers/coffee-club-case-study"}]}</script><div class="flex flex-col gap-6 pb-6 md:flex-row"><div class="flex shrink-0 grow basis-1/2 flex-col gap-8"><p class="flex gap-3 text-xs font-bold text-white"><span>4 min read</span></p><h1 class="text-display-md font-bold text-white">The Coffee Club Increases Sales from Its Loyalty Program by 35% With Braze</h1><div class="grid grid-cols-1 flex-col gap-[18px] rounded-xl border border-white/[0.08] px-5 py-4 sm:grid-cols-3 sm:flex-row"><div class="flex flex-col gap-1"><span class="text-sm font-bold text-white">Topics</span><span class="text-sm text-white">LTV</span><span class="text-sm text-white">Loyalty</span></div><div class="flex flex-col gap-1"><span class="text-sm font-bold text-white">Industry</span><span class="text-sm text-white">Retail & eCommerce</span></div><div class="flex flex-col gap-1"><span class="text-sm font-bold text-white">Product</span><span class="text-sm text-white">Content Cards</span><span class="text-sm text-white">Email</span></div><div class="flex flex-col gap-1"><span class="text-sm font-bold text-white">Region</span><span class="text-sm text-white">APAC</span></div></div></div><div class="flex max-h-[310px] shrink-0 grow basis-1/2 rounded-xl bg-gradient-case-hero"><img alt="The Coffee Club Increases Sales from Its Loyalty Program by 35% With Braze" loading="lazy" width="640" height="400" decoding="async" data-nimg="1" class="aspect-ratio rounded-xl object-contain" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F161c81a3c382a94a971b27aba9232edc8a1f6d8a-900x1220.png&w=640&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F161c81a3c382a94a971b27aba9232edc8a1f6d8a-900x1220.png&w=1920&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F161c81a3c382a94a971b27aba9232edc8a1f6d8a-900x1220.png&w=1920&q=75"/></div></div><div class="mt-2 flex flex-col gap-8 rounded-xl border border-white bg-white/[.85] p-10 backdrop-blur-[24px] md:flex-row shadow-card"><div class="flex flex-col gap-3 shrink-0 grow basis-0"><div class="mb-2 flex size-10 items-center justify-center overflow-hidden rounded-full bg-warning-500 text-white"><svg width="24" height="24" role="img" aria-label="alert-triangle"><use href="/icons/sprites.svg#alert-triangle"></use></svg></div><span class="text-xl font-bold text-gray-900">Problem</span><p class="text-sm text-gray-600">Multiple disconnected marketing platforms and third-party loyalty program vendors inhibited the growth in sales from loyalty customers.</p></div><div class="flex flex-col gap-3 shrink-0 grow basis-0"><div class="mb-2 flex size-10 items-center justify-center overflow-hidden rounded-full bg-warning-500 text-white"><svg width="24" height="24" role="img" aria-label="presentation-chart-01"><use href="/icons/sprites.svg#presentation-chart-01"></use></svg></div><span class="text-xl font-bold text-gray-900">Strategy</span><p class="text-sm text-gray-600">After switching to Braze, The Coffee Club was able to bring their loyalty program and app in-house and centralize communications to their customer database.</p></div><div class="flex flex-col gap-3 shrink-0 grow basis-0"><div class="mb-2 flex size-10 items-center justify-center overflow-hidden rounded-full bg-warning-500 text-white"><svg width="24" height="24" role="img" aria-label="trend-up-01"><use href="/icons/sprites.svg#trend-up-01"></use></svg></div><span class="text-xl font-bold text-gray-900">Results</span><p class="text-sm text-gray-600">They saw a 35% increase in loyalty member sales over six months and achieved a 4.1 star app store rating (up from 2.4) with an app powered by Braze.</p></div></div></div></div><div class="container pb-10 md:pb-24"><div class="flex flex-col gap-8 md:flex-row"><div class="w-full shrink-0 grow-0 basis-full md:w-[72px] md:basis-[72px]"><div class="flex gap-4 text-gray-500 md:sticky md:top-24 md:flex-col"><div class="w-fit cursor-pointer text-gray-500 hover:text-primary-500"><svg width="24" height="24" role="img" aria-label="twitter-new"><use href="/icons/sprites.svg#twitter-new"></use></svg></div><div class="w-fit cursor-pointer text-gray-500 hover:text-primary-500"><svg width="24" height="24" role="img" aria-label="linkedin"><use href="/icons/sprites.svg#linkedin"></use></svg></div><div class="w-fit cursor-pointer text-gray-500 hover:text-primary-500"><svg width="24" height="24" role="img" aria-label="mailbox"><use href="/icons/sprites.svg#mailbox"></use></svg></div></div></div><div class="flex flex-col gap-6 rounded-xl bg-transparent md:hidden"><img alt="The Coffee Club" loading="lazy" width="130" height="40" decoding="async" data-nimg="1" class="h-[50px] w-fit" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fee39184cf50928e6efd7729e25aaa79ca7883df2-1600x400.png&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fee39184cf50928e6efd7729e25aaa79ca7883df2-1600x400.png&w=384&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fee39184cf50928e6efd7729e25aaa79ca7883df2-1600x400.png&w=384&q=75"/><div class="flex flex-col gap-2 text-gray-600"><h6 class="text-sm font-semibold uppercase">INDUSTRY</h6><button type="button" class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700">Retail & eCommerce</button></div><div class="flex flex-col gap-2 text-gray-600"><h6 class="text-sm font-semibold uppercase">PRODUCTS USED</h6><div class="flex flex-col items-start gap-2 text-sm font-bold"><button type="button" class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700">Content Cards</button><button type="button" class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700">Email</button></div></div></div><div class="flex shrink-0 grow basis-0 flex-col gap-12"><div class="p-8 rounded-xl border-gradient"><div class="flex flex-col gap-6"><h6 class="text-sm font-semibold uppercase text-gray-600">BY THE METRICS</h6><div class="flex flex-col gap-4 lg:flex-row"><div class="flex shrink-0 grow basis-0 flex-col gap-1"><h3 class="text-gradient-purple text-display-lg font-bold">35%</h3><p class="break-words text-md text-gray-600">Increase in loyalty member sales</p></div><div class="flex shrink-0 grow basis-0 flex-col gap-1"><h3 class="text-gradient-purple text-display-lg font-bold">4.1</h3><p class="break-words text-md text-gray-600">App store rating achieved in two weeks</p></div></div></div></div><div class="flex flex-col gap-6"><p>Founded in Brisbane in 1989, The Coffee Club has become Australia’s largest café franchise and has expanded globally across nine countries, with upwards of 40 million annual customers. Like many businesses with a traditional bricks-and-mortar business model, they faced the challenges of keeping pace with the rise of digital, a process that has only become accelerated during the global COVID-19 pandemic.</p><p>The Coffee Club realized that growing their loyalty program was essential to driving customers in-store and expanding their customer base with a younger demographic with their app. However, their digital team was hampered by multiple communications platforms and loyalty vendors that were disconnected from each other, impeding their ability to develop a true cross-channel experience. They needed an agile, marketer-friendly platform to manage various stages of the customer journey in order to drive app engagement and ramp up loyalty member sales.</p><p>In Braze, The Coffee Club found a solution that could give their digital efforts a boost and increase loyalty sales through the power of coordinated messaging.</p><h2 id="h-b34cde9fcbdb" class="my-4 text-gray-900 lg:text-display-lg"><strong>The Coffee Club’s Cross-Channel Marketing Ups Their Digital Performance</strong></h2><p>In evaluating its effort to pivot to a more robust digital strategy, The Coffee Club identified two key areas on which it wanted to focus its messaging: Driving sales directly from communications via barcoded in-app and email-based coupons that are seamlessly integrated into their point-of-sale system, and increasing app reviews of its newly developed in-house app. The two objectives worked together to grow both the audience and sales from the loyalty program.</p><p>To fuel its in-app rewards program for loyal customers and drive sales, The Coffee Club turned to <a class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="Link to : /product/content-cards" href="/product/content-cards">Content Cards</a>. Designed to deliver highly targeted, dynamic, and rich content to customers from within a mobile app, Content Cards were the perfect vehicle to target customers with barcoded coupons that were fully integrated with their point-of-sale system. By using a combination of <a href="https://www.braze.com/docs/user_guide/personalization_and_dynamic_content/key_value_pairs/" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">key-value pairs</a> and Connected Content, the marketing team could personalize offers to specific <a class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="Link to resources articles: /dynamic-segmentation" href="/resources/articles/dynamic-segmentation">segments</a> based on their custom attributes and purchase events. The Coffee Club was able to target loyalty members with messaging specific to wherever they happened to be in their journey with the program.</p><img alt="image" loading="lazy" width="800" height="600" decoding="async" data-nimg="1" class="w-auto max-w-full self-start overflow-hidden rounded-xl" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Ff260a54b289f5f1abb7918a35c6a5a6c1b5daeb5-2400x1200.png&w=828&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Ff260a54b289f5f1abb7918a35c6a5a6c1b5daeb5-2400x1200.png&w=1920&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Ff260a54b289f5f1abb7918a35c6a5a6c1b5daeb5-2400x1200.png&w=1920&q=75"/><p>In terms of app reviews, The Coffee Club's ratings of their new app were initially burdened by their previous third-party app's ratings and they knew they had to improve in order to acquire new downloads. Aware that they had a strong cohort of regular app users who were happy with the new app, The Coffee Club targeted high-frequency users who scanned the company’s app more than three times over a period of 28 days. In order to target this cohort, they set up a segment using “app scan” as a custom event. Then, they utilized a combination of in-app messages (IAMs) and email to encourage those customers to leave a rating on the app store listing for their particular mobile program. The “app scan” segment was then further refined, with a follow-up email sent to those who had seen, but not engaged with, the relevant IAM.</p><h2 id="h-000d852148bd" class="my-4 text-gray-900 lg:text-display-lg"><strong>Results:</strong> <strong>35% Increase in Loyalty Member Sales, and Increasing App Ratings from 2.4 to 4.1</strong></h2><p>By using Braze to develop rich customer journeys via our Canvas customer journey management tool, The Coffee Club was able to drive real results. Over a six-month period, loyalty driven sales increased by 35%, and renewal conversion rates for their paid VIP program also saw a 62% increase. What’s more, the conversion of their loyalty program to a digital format led to a demographic shift, with millennial parents and younger users increasing as a share of The Coffee Club audience.</p><p>The use of Braze IAMs to drive app ratings was also resoundingly successful. The brand’s original goal was to see its overall rating improve to 4.0 by the end of 2021. Thanks to their efforts to encourage loyal and satisfied customer behavior, The Coffee Club was able to achieve a rating of 4.1 in under two weeks.</p><div class="relative flex flex-col justify-center gap-6 overflow-hidden rounded-xl border border-[#C9C4FF] bg-[#FBFAFE] p-4"><blockquote class="font-aribauGrotesk text-lg text-gray-900"><p>Braze has been hugely transformational in the way we engage with our customers and has been integral in growing sales from our loyalty program. It has allowed us to build an app from the ground up with customer engagement at its core.</p></blockquote><div class="flex items-center gap-3"><h3 class="text-md font-bold text-gray-900">Jimmy O'Brien</h3><div class="h-4 w-[1px] border-r border-[#EAECF0]"></div><p class="text-sm font-normal text-gray-600">CRM & Digital Manager at The Coffee Club</p></div></div><h2 id="h-98c8a01e3aad" class="my-4 text-gray-900 lg:text-display-lg"><strong>Final Thoughts</strong></h2><p>While acquiring new customers is an important part of any brand’s growth strategy, retaining and serving the needs of those who are already engaged should not be treated as a secondary goal. The Coffee Club found that, through a cross-channel messaging approach fueled by Braze, they could increase sales within their existing base and turn that user enthusiasm into positive, outward-facing feedback for their mobile app that encourages new downloads.</p><p>For more on how to drive long-term engagement, be sure to check out the Braze guide on how to <a class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="Link to resources reports-and-guides: /reach-customers-in-the-moments-that-matter" href="/resources/reports-and-guides/reach-customers-in-the-moments-that-matter">Reach Customers in the Moments That Matter</a>.</p></div><hr class="border-gray-100 bg-gray-100"/><div class="flex flex-col gap-5"><h6 class="text-sm font-semibold uppercase text-gray-600">FEATURED TOPICS</h6><div class="flex flex-wrap gap-3 text-sm font-bold"><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" aria-label="Retail & eCommerce search" href="/search?resource=Case Study&industry=Retail%20%26%20eCommerce">Retail & eCommerce</a><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" aria-label="Content Cards search" href="/search?resource=Case Study&productFeature=Content%20Cards">Content Cards</a><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" aria-label="Email search" href="/search?resource=Case Study&productFeature=Email">Email</a><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" aria-label="APAC search" href="/search?resource=Case Study&region=APAC">APAC</a><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" aria-label="LTV search" href="/search?resource=Case Study&topic=LTV">LTV</a><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" aria-label="Loyalty search" href="/search?resource=Case Study&topic=Loyalty">Loyalty</a></div></div></div><div class="w-full shrink-0 grow-0 basis-full md:w-[280px] md:basis-[280px]"><div class="flex w-full flex-col gap-8 md:sticky md:top-24"><div class="hidden flex-col gap-6 rounded-xl bg-transparent sm:bg-gray-50 sm:p-6 md:flex"><img alt="company" loading="lazy" width="130" height="40" decoding="async" data-nimg="1" class="h-10 w-fit" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fee39184cf50928e6efd7729e25aaa79ca7883df2-1600x400.png&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fee39184cf50928e6efd7729e25aaa79ca7883df2-1600x400.png&w=384&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fee39184cf50928e6efd7729e25aaa79ca7883df2-1600x400.png&w=384&q=75"/><div class="flex flex-col gap-2 text-gray-600"><h6 class="text-sm font-bold uppercase">INDUSTRY</h6><span class="block text-left text-sm font-normal text-gray-700">Retail & eCommerce</span></div><div class="flex flex-col gap-2 text-gray-600"><h6 class="text-sm font-semibold uppercase">PRODUCTS USED</h6><div class="flex flex-col items-start gap-2 text-sm font-bold"><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" href="/product/content-cards">Content Cards</a><a class="block rounded-2xl border border-gray-300 px-3 py-1 text-gray-700 hover:text-primary-700" href="/product/email">Email</a></div></div></div></div></div></div></div><div class="dark bg-gray-50"><div class="container py-10 lg:py-28"><div class="mb-8 lg:flex lg:items-start lg:justify-between lg:mb-11"><div><h3 id="check-out-more-case-studies" class="mb-0 text-display-md md:text-display-lg font-extrabold">Check out more Case Studies</h3></div><a class="inline-flex items-center justify-center text-center 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targeted browse abandon campaign</h3></div></a></li></ul></div></div><section class="bg-blurPurple blur-purple-animation relative overflow-hidden contain-layout pt-10 sm:pt-16 pb-10 sm:pb-16 custom-background"><div class=""><div class="flex w-full flex-col items-center py-16 lg:py-24"><div class="container flex flex-col gap-12 items-center"><div class="flex max-w-[768px] flex-col items-center gap-5 text-center"><h2 id="its-time-to-be-a-better-marketer" class="mb-0 text-white text-display-sm sm:text-display-md md:text-display-lg lg:text-display-xl xl:text-display-2xl font-extrabold"><span class="block"><span class="">It's time to be a better marketer</span></span></h2></div><div class="flex w-full flex-col justify-center gap-8 md:flex-row lg:flex-row items-center"><a class="inline-flex items-center justify-center text-center rounded-full transition-colors sm:w-fit whitespace-nowrap relative z-10 gap-1 font-aribauGrotesk font-bold px-5 py-3 text-md bg-white border border-transparent text-gray-900 shadow-xs hover:bg-[#F9FAFB] active:bg-white active:border-[#D0D5DD] active:border disabled:bg-white disabled:border-[#EAECF0] disabled:border disabled:text-[#98A2B3]" href="/get-started">Get Started</a><a class="inline-flex items-center justify-center text-center rounded-full transition-colors sm:w-fit whitespace-nowrap relative z-10 gap-1 font-aribauGrotesk font-bold px-5 py-3 text-md bg-transparent text-white border border-transparent hover:bg-[#ffffff1a] active:bg-[#ffffff1a] active:border-[#FFF] disabled:bg-transparent disabled:text-[#98A2B3]" href="/product">See How Braze Works</a></div></div></div></div></section></main><footer class="bg-gradient-to-b from-transparent to-rgba"><div class="container flex flex-col items-start gap-10 px-8 py-24 md:px-24"><div class="flex flex-col items-start gap-6"><div class="text-[24px] font-extrabold leading-[110%] tracking-[-0.96px] text-gray-900 sm:text-[48px]"><p>Braze.<br/>Be Absolutely<br/>Engaging.™</p></div><div class="flex 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Like many businesses with a traditional bricks-and-mortar business model, they faced the challenges of keeping pace with the rise of digital, a process that has only become accelerated during the global COVID-19 pandemic.\"]}],[\"$\",\"p\",null,{\"children\":[\"The Coffee Club realized that growing their loyalty program was essential to driving customers in-store and expanding their customer base with a younger demographic with their app. However, their digital team was hampered by multiple communications platforms and loyalty vendors that were disconnected from each other, impeding their ability to develop a true cross-channel experience. They needed an agile, marketer-friendly platform to manage various stages of the customer journey in order to drive app engagement and ramp up loyalty member sales.\"]}],[\"$\",\"p\",null,{\"children\":[\"In Braze, The Coffee Club found a solution that could give their digital efforts a boost and increase loyalty sales through the power of coordinated messaging.\"]}],[\"$\",\"h2\",null,{\"id\":\"h-b34cde9fcbdb\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"The Coffee Club’s Cross-Channel Marketing Ups Their Digital Performance\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"In evaluating its effort to pivot to a more robust digital strategy, The Coffee Club identified two key areas on which it wanted to focus its messaging: Driving sales directly from communications via barcoded in-app and email-based coupons that are seamlessly integrated into their point-of-sale system, and increasing app reviews of its newly developed in-house app. The two objectives worked together to grow both the audience and sales from the loyalty program.\"]}],[\"$\",\"p\",null,{\"children\":[\"To fuel its in-app rewards program for loyal customers and drive sales, The Coffee Club turned to \",[\"$\",\"$L2a\",null,{\"href\":\"/product/content-cards\",\"rel\":\"$undefined\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"Link to : /product/content-cards\",\"children\":[\"Content Cards\"]}],\". Designed to deliver highly targeted, dynamic, and rich content to customers from within a mobile app, Content Cards were the perfect vehicle to target customers with barcoded coupons that were fully integrated with their point-of-sale system. By using a combination of \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/docs/user_guide/personalization_and_dynamic_content/key_value_pairs/\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"key-value pairs\"]}],\" and Connected Content, the marketing team could personalize offers to specific \",[\"$\",\"$L2a\",null,{\"href\":\"/resources/articles/dynamic-segmentation\",\"rel\":\"$undefined\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"Link to resources articles: /dynamic-segmentation\",\"children\":[\"segments\"]}],\" based on their custom attributes and purchase events. The Coffee Club was able to target loyalty members with messaging specific to wherever they happened to be in their journey with the program.\"]}],[\"$\",\"$L26\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/f260a54b289f5f1abb7918a35c6a5a6c1b5daeb5-2400x1200.png\",\"alt\":\"image\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"p\",null,{\"children\":[\"In terms of app reviews, The Coffee Club's ratings of their new app were initially burdened by their previous third-party app's ratings and they knew they had to improve in order to acquire new downloads. Aware that they had a strong cohort of regular app users who were happy with the new app, The Coffee Club targeted high-frequency users who scanned the company’s app more than three times over a period of 28 days. In order to target this cohort, they set up a segment using “app scan” as a custom event. Then, they utilized a combination of in-app messages (IAMs) and email to encourage those customers to leave a rating on the app store listing for their particular mobile program. The “app scan” segment was then further refined, with a follow-up email sent to those who had seen, but not engaged with, the relevant IAM.\"]}],[\"$\",\"h2\",null,{\"id\":\"h-000d852148bd\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Results:\"]}],\" \",[\"$\",\"strong\",null,{\"children\":[\"35% Increase in Loyalty Member Sales, and Increasing App Ratings from 2.4 to 4.1\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"By using Braze to develop rich customer journeys via our Canvas customer journey management tool, The Coffee Club was able to drive real results. Over a six-month period, loyalty driven sales increased by 35%, and renewal conversion rates for their paid VIP program also saw a 62% increase. 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