How to Boost Patron Loyalty at Your Coffee Shop

There are many things that make your shop special: the decor, the menu, or maybe the special blends of coffee that you brew. But sometimes it can be difficult to maintain a certain level of customer loyalty, simply because there are so many other coffee shops out there. So, how can you build customer loyalty at your shop on a modest budget?

Create a loyalty program

A tried-and-true method of creating customer loyalty is none other than the loyalty program itself. By offering direct incentives to customers, you’re not only encouraging them to visit your coffee shop on a more regular basis, but also demonstrating that you’re interested in their experience and making it as rewarding as possible.

In order to determine what loyalty program you want to use, consider the following:

Mobile apps. Mobile apps are a great way to keep your customers engaged and loyal, especially millennial patrons. Creating an app that users can download for free encourages them to make use of it and take advantage of any deals or info that you post. For instance, you can offer mobile coupons, update customers about new or seasonal beverages you have coming up on the menu, or even giveaway free mugs or coffee beans.
Punch cards. To save money and paper, offer a digital punch card app instead of the old-fashioned paper alternative. Your customers won’t have to worry about misplacing their cards, and will be sure to rack up points.

Newsletters. Encourage patrons to sign up for your newsletter online and send out deals every so often. This adds an additional incentive to get patrons to make a stop at your shop.

Show customers that you want to interact with them and that you appreciate their business. Making customers feel valued is a positive gesture that will keep them coming back. Whether you design a mobile app, hand out punch cards, or send out newsletters, you’re showing that you want to create a rewarding experience for your patrons.

Engage with customers on social media

Your next step in boosting patron loyalty is utilizing your social media platforms. Take advantage of today’s technology and millennial engagement and use social media to spread the word about your coffee shop and loyalty programs. For example, you can:

Post deals on your Facebook page. Plan some deals and promote them on your Facebook page. You can encourage your followers to like the page in order to redeem a free coffee, for example, and this will ensure they see future deals, too.
Promote your coffee shop merch on Instagram. Create some cool merchandise that you can sell at your coffee shop, and then spread the word on social media. Visuals are key, so if a patron sees a design they really like, they’ll be more likely to visit your shop to check it out, and pick up a coffee along the way! If you’re struggling to come up with a design, there are plenty of sites that offer free design templates to help you get started.
Respond to queries. Social media is a great way to answer questions that customers might have about your shop or their experience. Use Facebook and Twitter to answer customer queries and resolve any issues that arise. This will show that you’re dedicated to making sure your patrons have a good experience and will pave the way for repeat visits.

Social media is a great tool for communicating directly with your customers and getting feedback, as well. You can promote free coffee and other deals, while also selling some merch and getting more publicity when people walk around wearing your t-shirts. There are lots of ways to take advantage of social media, so definitely explore the various platforms available.

Design a unique space

Part of engaging with your customers is creating a unique and cozy space that will make them want to linger. If your coffee shop offers an interesting history or makes a unique flavor of coffee, be sure to communicate that through your decor, or even your menu display. Try a few of these tactics to create a distinctive atmosphere:

Choose a theme. Is your coffee shop going for a 1950s-style cafe look? Do you have a lot of creative artists hanging out there to work? Or, is it focused on books and literacy? Think about who your patrons are and create a vibe in your space that will draw them in.

Signage. Create cool signs both inside and outside of your shop. Encourage people on the outside to come in and check out your coffee, while simultaneously creating distinctive menu displays and other signs promoting your signature latte, for instance.

Focus on decor. The decor is the most prominent part of your shop. Once you have a theme, or even if you choose to go without one, think about ways to promote your shop’s history or neighborhood with photos, prints, and other unique embellishments.

First impressions are important for new customers, but you also want to create an experience that encourages regular customers to keep coming back. Give your coffee shop that trendy vibe you’ve been going for, or a more subdued design for the people hard at work at their tables. Show that you’re invested in their time there, and this will contribute to repeat customers, which can boost your revenue.

Focus on customer service

This might seem obvious, but it can be easily overlooked. Having excellent customer service is the most basic way to ensure customer loyalty. A customer might be satisfied with their one-time experience, but that doesn’t automatically turn them into a loyal customer. Here are some key ways to make sure your customer service is on point:

Ask about their experience. Asking how a customer’s coffee tastes and if you can get them anything else not only shows genuine interest but also shows that you’re willing to go the extra mile to make sure they’re set. This is critical to showing customers why they should pick your brand over another.

Show gratitude. Saying “thank you” might seem basic, but to a customer, it means you appreciate their patronage and are glad they came in. If a customer knows their business is going to be appreciated, they’ll have more of a reason to come back.

Make a friendly conversation. As your barista is ringing up a customer, they can ask about the customer’s day or what they’re planning to work on in the coffee shop. This leads to a more personal level of communication and is a great way to get to know your customers. The more personalized each visit is, the more likely they are to return.

In order to ensure customer satisfaction, it’s important to get to know your customers, show your gratitude, and offer further assistance. Extending these seemingly minor gestures will likely add up to a great and unique experience for your customers. Encourage loyalty to your coffee shop by applying these methods.

Get involved in the community

One of the most effective strategies to encourage customer loyalty is taking a step outside your shop and getting involved in your surrounding community. By showing that you’re a dedicated member of the community, you’re demonstrating to customers that you care about more than just their patronage. You care about creating a positive atmosphere everywhere in your neighborhood.

Here are a few ideas of ways to engage with your community:

Partner with a fundraiser. Team up with a local organization or fundraiser and donate a portion of your proceeds to their cause. There are several fundraising ideas you can take the lead on, but having a monthly charity night or awareness month gives patrons a way to connect with your shop on a deeper level.

Set up a booth at neighborhood events. Block parties or other local community events are a great way to show your dedication to community involvement, while also getting some publicity along the way. Give away some free swag, such as coffee cups or t-shirts, and encourage neighbors to stop by and give you a try.

Cross-promote with other local businesses. Team up with the local doughnut shop and see if they’ll sell your brand of coffee in exchange for advertising their doughnuts in your store. Or, set up a community board at your shop where you can promote other local businesses, as well as let customers post their own events and fundraisers.

Community involvement is key to showing that you’re an important part of the neighborhood and encouraging customers to engage with you on a deeper level. Deeper engagement means higher loyalty and more returning customers. Be on the lookout for community get-togethers near you!

There are definitely ways to make your coffee shop stand out and keep loyal customers, even as coffee shops are on the rise. Give these strategies a try and you’ll be on your way to forging meaningful relationships with your customers.