Unlocking Brand Loyalty: Elevating Customer Experience for Shari’s and Coco’s

Shari’s Restaurants and Coco’s Restaurants are two quick service restaurant (QSR) brands that pride themselves on fresh, delicious, comfort food, welcoming service, and the best-tasting, fresh-baked pies in the northwest. Owned and operated by the same parent company, both QSR brands are institutions in their regions, with nearly 150 locations nationwide.

In the wake of the COVID-19 pandemic, the two QSRs were looking to increase sales and strengthen brand recognition while building on their reputation for delivering a positive customer experience. They turned to 45/RPM to help transform their digital presence.

For both QSRs, we fixed their websites for better optimization by correcting their online menu and integrating their loyalty sign-in page, all designed to improve the user experience and build brand consistency.

Both Shari’s and Coco’s had dated websites that lacked brand consistency and were difficult to update,” says Stephen Lexby, 45/RPM Marketing Manager. “They also needed a more modern and engaging loyalty program and app that made it easy for their guests to earn, unlock, and redeem points. Ultimately, our goal was to improve the user experience to facilitate a better customer experience online.”

A partnership with Punchh

45/RPM partnered with Punchh to integrate the Punchh API platform for both QSRs, which made it easier for the restaurants to manage and offer a better user experience for their guests.

“In order to get results, a QSR’s loyalty and rewards program needs to be strategy driven and executed with a compelling user experience,” says Stephen Lexby. “At 45/RPM, we offer the strategic insight, plus design and development capabilities to create smart digital experiences that integrate seamlessly with robust technology platforms like Punchh.”

Modernizing customer loyalty

The new loyalty rewards program app features “tier levels” that guests can unlock based on their point/purchase amounts. Each tier unlocks a new level of increasingly valuable rewards—starting with a free slice of the pie. Other rewards include free birthday pie slices, double points during a guest’s birthday month, discounted pies, free birthday entrees—plus, for the top tier earners, a free birthday meal for two. In addition to perks, the loyalty rewards program app offers sweet challenges for buying shakes and pies.

Another real benefit for both Shari’s and Coco’s is the data Punchh’s loyalty program platform provides. It allows the QSRs’ marketing teams to better understand their customers and what appeals to them. This data ultimately enables them to deliver a better, more strategic customer experience today and further down the line.

Building brand consistency

In addition to rolling out the new loyalty rewards program, 45/RPM updated and refreshed the QSRs’ web pages and menus to be more consistent with their brand guidelines.

Loyalty programs are an awesome way for any QSR to create a more engaging customer experience, but so is building brand consistency,” says Stephen. “Brand consistency gives your establishment personality—it helps establish trust and builds relationships with your guests.”

The new websites feature simple, straightforward navigation and a fresh, modern look built on a platform that makes it easy for the QSR’s marketing teams to update on a seasonal basis. Guests can easily access the rewards program, order online, and find their nearest location.

Generating results

Since launching the new websites and loyalty programs, there has been a 55.48% increase in visits to the rewards page from the work that we did for them. 

Let’s talk about what we can do for you to improve your customer experience and loyalty programs.