Restaurant Overview:
Canchita, a vibrant Peruvian restaurant located in the lush enclave of Dempsey Hill, is renowned for its authentic Latin American flavors, bold cocktails, and warm, inviting ambiance. Known for its unique and niche culinary offerings, Canchita aimed to establish itself as Singapore’s go-to Peruvian dining destination.

Pre-Oddle Challenges:
Despite its appeal, Canchita faced challenges common to niche restaurants:

• Low customer retention rates: Only 10% of first-time diners returned within a year, reflecting industry norms.

• Limited customer insights: Without a structured system to track and understand customer behavior, Canchita struggled to tailor engagement efforts and drive repeat visits.

• Missed opportunities to engage diners post-visit: Many customers left without actionable follow-up communication, making it difficult to keep the restaurant top of mind.

To address these challenges and create a structured system to improve retention, Canchita partnered with Oddle to implement a loyalty program tailored to its unique needs.

Oddle Loyalty Implementation

Oddle Loyalty became a pivotal tool in transforming Canchita’s customer retention strategy. The system helped the restaurant capture valuable customer data, segment diners effectively, and incentivize repeat visits through strategic rewards and communication.

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

• Incentive: A welcome drink was offered to new loyalty members, providing a delightful and seamless experience to encourage enrolment.

• Result: Over 6,500 diners were captured in Canchita’s database within four months, creating a robust foundation for personalized engagement campaigns. The 28% enrolment rate for first-time diners far exceeded the industry standard 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 to gather insights on customer experiences. Happy diners were directed to leave Google reviews, enhancing Canchita’s online reputation.

• Result: This proactive approach led to a surge in positive reviews, improving Canchita’s visibility and attracting more first-time diners through organic search.

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: Canchita used Oddle’s customer insights to develop a tiered reward structure that encouraged repeat visits and rewarded loyalty. The structure included:

  • First Check-In: A welcome drink as a token of appreciation for signing up.

  • Second Check-In: 10% off the bill, valid on weekdays, to encourage traffic during non-peak periods.

  • Third Check-In: 15% off the bill, rewarding customers for consistent loyalty.

  • Fourth Check-In: 20% off the bill as a show of gratitude for ongoing support.

  • Subsequent Visits: 10% off wine bottle purchases, encouraging high-ticket spending and enhancing the overall dining experience.

• Result: The tiered rewards created anticipation and excitement among diners, leading to a first-time customer return rate of 18%, nearly doubling 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 Canchita to send personalized EDM campaigns to diners who hadn’t returned in over three months. These campaigns highlighted exclusive rewards, such as discounts for group bookings or seasonal specials, and reinforced the value of their loyalty program.

• Result:

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

  • Delivery sales increased by 40%, driven by promotions such as value bundles and special offers for loyalty members.

Tangible Outcomes

Customer Engagement:

• Over 6,500 diners joined Canchita’s loyalty program within four months, significantly expanding their database.

• 28% of first-time diners enrolled in the loyalty program, a remarkable achievement compared to the industry average of 5%.

Retention and Re-Engagement:

• The first-time customer return rate increased to 18%, nearly doubling the archetype average of 10%.

• 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 grew by 40%, driven by personalized loyalty campaigns and promotions for members.

Testimonial

"Oddle Loyalty has been an amazing tool for us to better understand and engage with our customers. The check-in system allowed us to build a rich database of diners, while the rewards kept them coming back. The feedback surveys were especially useful—they gave us valuable insights into our customers’ preferences and helped us grow our online presence. It’s been a game-changer for Canchita."

— [Owner/Manager], Canchita

Key Takeaways and Learnings

Canchita’s success with Oddle Loyalty highlights how a well-implemented loyalty program can transform customer retention and engagement. Key takeaways include:

• Maximizing Enrolment: The check-in system ensured data capture from all diners, resulting in a 28% sign-up rate, compared to the industry norm of 5%.

• Driving Repeat Visits: The tiered rewards structure created excitement among diners and increased the first-time customer return rate to 18%.

• Re-Engaging Lapsed Customers: Targeted campaigns brought back 25% of lapsed diners and boosted delivery sales by 40%.

• Boosting Online Reputation: Automated feedback surveys encouraged satisfied customers to leave Google reviews, improving visibility and attracting new diners.

Learning: For niche restaurants like Canchita, a loyalty program that captures customer data, rewards repeat visits, and leverages feedback for visibility can drive long-term growth and sustainability.

Looking to grow your customer base and build lasting loyalty like Canchita? Let Oddle Loyalty help you engage diners and drive sustainable growth. Contact us today to get started!