Restaurant Overview:
Chicco Pasta Bar, located in Singapore’s bustling dining scene, is a modern Italian eatery specializing in fresh, handmade pasta dishes and curated wine pairings. Known for its artisanal approach and cozy atmosphere, Chicco aimed to strengthen its customer loyalty while introducing innovative menu offerings to a discerning crowd.

Pre-Oddle Challenges:
Despite its popularity, Chicco Pasta Bar faced several challenges:

• Low customer retention rates: Only 10% of first-time customers returned within a year, a standard rate for restaurants of its archetype.

• Difficulty tracking customer behavior: Without a structured system to collect and leverage customer data, Chicco struggled to engage diners meaningfully post-visit.

• Uncertainty during menu innovation: Chicco launched a new menu in August but had no structured way to gather real-time customer feedback on the changes.

Oddle Loyalty became the cornerstone of Chicco’s strategy to address these challenges, enhance engagement, and gather critical insights into customer satisfaction.

Oddle Loyalty Implementation

Oddle Loyalty was seamlessly integrated into Chicco Pasta Bar’s operations, enabling the restaurant to incentivize repeat visits, capture real-time feedback, and reward loyal customers.

Maximizing the Top of the Funnel

Promise Delivered: Oddle Loyalty helps restaurants identify as many customers as possible by capturing behavioral data and building a rich customer database.

• Solution: Chicco implemented Oddle’s check-in loyalty system, ensuring data capture from all diners, not just the person paying.

• Incentive: A complimentary scoop of gelato was offered as a welcome reward for first-time loyalty members, encouraging enrolment.

• Result: Chicco captured data from over 7,500 diners within four months, creating a robust database for personalized marketing campaigns. The 30% enrolment rate for first-time diners far exceeded the industry norm of 5%.

Identifying and Engaging Happy Customers

Promise Delivered: Oddle Loyalty encourages satisfied customers to leave positive reviews, boosting online reputation.

• Solution: Oddle automated a post-visit feedback survey, allowing Chicco to gather valuable insights from diners after each visit. During the August menu launch, the survey provided real-time feedback on the new dishes.

• Result:

  • Customers rated the new menu 4.5/5, compared to the previous month’s 4.2/5, validating the menu’s success.

  • Satisfied diners were encouraged to leave reviews on Google, boosting Chicco’s visibility and attracting more first-time diners.

Defining Customer Dining Habits and Segmentation

Promise Delivered: Oddle Loyalty uses data to segment customers based on their behavior and preferences to improve retention rates and drive repeat visits.

• Solution: Chicco leveraged Oddle’s data insights to implement tiered rewards based on customer check-ins and milestones. The structured return hooks included:

  • Welcome Reward: Complimentary scoop of gelato on the first check-in.

  • Second Check-In:

    • $7 off with a $50 minimum spend.

    • Complimentary Duck & Parma Ham Toastie with a $50 minimum spend.

  • Milestone #1 (3rd Check-In): $20 off with an $80 minimum spend.

  • Milestone #2 (6th Check-In): 1-for-1 pasta with an $80 minimum spend.

  • Milestone #3 (9th Check-In): Reward for customers who check in frequently within 75 days.

• Result: The tiered rewards system motivated diners to return consistently, driving a first-time customer return rate of 20%, double the archetype average of 10%.

Re-Engaging Lapsed Customers

Promise Delivered: Oddle Loyalty makes restaurants accessible to lapsed customers through targeted campaigns and offers.

• Solution: Oddle enabled Chicco to send personalized EDM campaigns to diners who hadn’t returned in over three months. These campaigns highlighted exclusive rewards, such as takeaway discounts and seasonal offers.

• Result:

  • 25% of lapsed diners returned through these targeted campaigns.

  • Delivery sales increased by 35%, driven by loyalty-exclusive offers such as curated meal bundles.

Tangible Outcomes

Customer Engagement:

• Over 7,500 diners joined Chicco Pasta Bar’s loyalty program within four months, significantly expanding their database.

• 30% of first-time diners enrolled in the loyalty program, compared to the industry standard of 5%.

Menu Feedback:

• The August menu launch received a 4.5/5 rating, higher than the previous month’s 4.2/5, validating customer satisfaction and informing future menu decisions.

Retention and Re-Engagement:

• First-time customer return rates improved to 20%, double the archetype average.

• 25% of lapsed customers were successfully re-engaged through targeted campaigns.

Impact on Revenue:

• Repeat diners now contribute 1.4x more to monthly sales, highlighting the financial benefits of customer retention.

Delivery Cross-Channel Conversion:

• Delivery sales increased by 35%, driven by targeted loyalty campaigns.

Testimonial

"Oddle Loyalty has given us the tools to engage with our customers in a more meaningful way. The check-in system allowed us to build a rich database, while the tiered rewards kept our diners coming back. The feedback surveys were particularly useful during our menu launch—they validated our new dishes and gave us the confidence to keep innovating. Oddle has truly helped us grow."
— Drew, Chicco Pasta Bar

Key Takeaways and Learnings

Chicco Pasta Bar’s success with Oddle Loyalty demonstrates the power of a well-implemented loyalty program. Key takeaways include:

• Maximizing Enrolment: The check-in system ensured data capture from all diners, resulting in a 30% sign-up rate, compared to the industry norm of 5%.

• Enhancing Customer Insights: Feedback surveys provided real-time validation for the August menu launch, leading to a 4.5/5 rating, up from 4.2/5.

• Increasing Retention: The tiered rewards system created excitement and improved the first-time customer return rate to 20%.

• Re-Engaging Lapsed Customers: Targeted campaigns brought back 25% of lapsed diners and boosted delivery sales by 35%.

Learning: A loyalty program that combines real-time feedback, structured rewards, and personalized re-engagement strategies can transform customer retention and drive revenue growth for restaurants.

Looking to grow your customer retention and gain real-time feedback like Chicco Pasta Bar? Let Oddle Loyalty help you engage diners and drive sustainable growth. Contact us today to get started!