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Costa Coffee

How CRM.COM helped a global coffee brand introduce a loyalty and retention platform for the Cyprus market.


Brewing since 1971

Once upon a time, in the bustling city of London, two brothers named Sergio and Bruno Costa embarked on a remarkable journey that would shape the coffee culture of the world. In 1971, they opened the doors to their first coffee shop, Costa Coffee, with a simple vision: to bring the rich, aromatic flavors of authentic Italian coffee to the streets of England. With meticulous attention to quality and a passion for perfection, Costa Coffee swiftly became a beloved haven for coffee enthusiasts, captivating the hearts and taste buds of people far and wide. From their handcrafted blends to their warm and welcoming atmosphere, Costa Coffee grew into an international sensation, expanding its reach across the globe. With every sip, their story unfolds, intertwining the art of coffee-making with the joy of shared moments.

Today, Costa Coffee continues to inspire coffee lovers with its dedication to excellence, ensuring that every cup brewed is a delightful experience that leaves a lasting imprint on the senses and creates memories to cherish.

Entering the Cyprus scene

Costa Coffee first opened its doors in Cyprus in 2005. The popular coffee chain brought its signature blend of Italian-inspired coffee and warm ambiance to the beautiful Mediterranean island of Cyprus, captivating locals and tourists alike with its exceptional coffee and inviting atmosphere.

Since its debut, Costa Coffee has established a strong presence in Cyprus, becoming a go-to destination for coffee lovers seeking a delightful and enriching café experience.

Why it was important for Costa Coffee Cyprus
to launch a loyalty program?

Coffee shops benefit from having a loyalty program for several reasons:

It fosters customer loyalty by incentivizing repeat visits and purchases. By offering rewards, such as free drinks or discounts, coffee shops can encourage customers to choose their establishment over competitors, leading to increased customer retention and revenue.

It provides valuable data and insights into customer preferences and behaviors, enabling coffee shops to personalize marketing efforts and tailor offerings to individual tastes. This data-driven approach enhances customer satisfaction and creates a sense of exclusivity and appreciation.

It serves as a marketing tool, attracting new customers through word-of-mouth recommendations and the allure of earning rewards. It not only cultivates a sense of belonging and engagement but also establishes a competitive advantage in a crowded market, ultimately contributing to long-term success and growth.

Costa Coffee and the Cyprus coffee culture

The coffee culture in Cyprus is deeply rooted in tradition, hospitality, and social interaction. Coffee holds a significant place in the Cypriot society, serving as a symbol of friendship, relaxation, and communal bonding. It was therefore important for Costa Coffee in Cyprus to stay ahead of competition with an innovative loyalty program that would serve the purpose and increase customer retention in a modern yet friendly manner.

Signing the agreement
between CRM.COM and
Costa Coffee Cyprus

CRM.COM signed an agreement with Costa Coffee in 2019 and started working on this exciting project right away. Soon after, the project reached its conclusion and Costa Coffee Club Cyprus was born.

Working on the project

CRM.COM is always proud at meeting and exceeding customer expectations.

The Costa Coffee Club Cyprus was delivered:

  • by addressing pain points
  • by demonstrating effective project planning
  • adhering to industry best practices
  • satisfying the agreed-upon specifications
  • on time
  • within budget
  • by meeting all milestones
  • with effective resource allocation
  • with transparent communication between the involved parties

A dive deep into the solution

Costa Coffee Club Cyprus is a modern cashback-based digital promotion and online ordering solution.

It allows customers to register via its Costa Coffee branded mobile app and be eligible for cashback awards, free coffees, discounts and other benefits. Via the same app, Costa Coffee customers are able to place their online orders and be awarded for their purchases with options to pay using already awarded cashback in their eWallet.

The Costa Coffee Club app also allows customers to view their cashback balance at any time, view their reward tier, view running offers, place online orders, track the progress of orders, view history of orders, view reward transactions, receive in-app notifications, refer friends for additional awards and more.

The Costa Coffee Club app operates on both iOS and Android mobile devices.

  • Identity Management
  • eWallets & Promotions
  • JCC Payment Gateway
  • Oracle Simphony POS

The benefits of being part of the
Costa Coffee Club Cyprus

Costa Coffee Club Cyprus allows customers to enjoy various benefits such as:

5% cashback on every purchase

€5 cashback on every sign up

€1 cashback on every referral

55% cashback on birthdays

5 units for each Euro spent count towards reaching Gold Status

Exclusive offers only available to members of the Costa Coffee Club

Achieving the desired
outcomes and goals

The success of a loyalty app can be measured using various key performance indicators (KPIs) that assess its effectiveness and impact.

With CRM.COM, Costa Coffee managed to:

  • Increase customer retention
  • Increase repeat purchases
  • Do better customer engagement
  • Increase revenue
  • Increase referrals and acquisition
  • Do big data analytics, assess the effectiveness of the loyalty program as well as monitor buying patterns for targeted and personalised experiences

Among the Top10

Costa Coffee Club Cyprus has tens of thousands app downloads and is among the TOP 10 apps on the category “Food & Drink” in the App Store for Cyprus.

Giving Costa Coffee a competitive edge

CRM.COM aims to support its clients throughout the lifecycle: before, during and after the project. Costa Coffee is no exception.

We constantly strive to breathe new life into Costa Coffee Club Cyprus by introducing new industry-specific features, thoughtful and strategic mobile app redesigns all in an effort to improve customer satisfaction, attract new customers and keep the app competitive in a dynamic market.

Have you ever wondered why big brands' loyalty programs are so remarkably successful? Let us share our experience, prove our value and assist you to build your business advantage