Costa Coffee is the second largest coffee shop business in the world. It owns more than 3 000 coffee shops in over 30 countries, with over 2 000 in the UK.

"Who still wants to carry plastic loyalty cards? Nowadays, everyone wants to check everything easily with just a few clicks on smartphones. It was the main reason why we decided to abandon the traditional card with stamps and introduce its digital version – the loyalty program app. Thanks to it, the user will get online access to its account, the history of purchases, information about collected point and individual discounts." - explains Karol Dragan, digital & loyalty project manager at Costa Coffee Poland.

As a part of the cooperation with Costa Coffee, we created a bespoke platform that operates the loyalty program. The rules of the new program allowed to eliminate previously used cards. The project also involved the migration of thousands of users as well as points collected by them in the old loyalty program. The platform gathers data regarding user activity and includes advanced analytical mechanisms that allow creation of dedicated promotions to the individual group of users. Promotional campaigns can be easily adjusted to current needs, trends as well as seasonal occasions.

"The factors that helped us select Ideo included their previous experience in the implementation of loyalty programs as well as the understanding of the project’s objectives. Thanks to their way of cooperation and communication, focused on solving problems and delivering new features every day, we believe we made a good decision." - Karol Dragan sums up.

Read more about the project: Bespoke platform for the Costa Coffee loyalty program.

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