Alsea, a leading restaurant operator of globally recognized brands in the fast food, coffee shop, casual dining, fast casual, and family restaurant segments, has seen a significant increase in customer loyalty thanks to Salesforce Marketing Cloud. With a portfolio that includes Domino’s Pizza, Starbucks, Burger King, Chili’s, P.F. Chang’s, Italianni’s, The Cheesecake Factory, and many more, Alsea operates nearly 4,200 units across Mexico, Spain, Argentina, Colombia, Chile, France, Portugal, the Netherlands, Belgium, Luxembourg, and Uruguay.

Central to Alsea’s business model is a strong commitment to customer-centricity. To achieve this, they rely on Freeway Consulting Salesforce Partner and Salesforce Marketing Cloud to power their Wow+ loyalty program (formerly Wow Rewards).

Freeway’s WOW Factor in Alsea’s Loyalty Program

Freeway, leveraging Salesforce Marketing Cloud, has maximized Alsea’s communication efforts and significantly enhanced customer loyalty through the Wow+ program. The results are impressive:

  • 30% increase in customer loyalty in the first year of implementing Salesforce Marketing Cloud with Wow+!
  • Automated communication: delivering the right content to the right audience at the right time.
  • Hyper-segmentation of audiences: customers earn points and rewards based on their preferred establishments.
  • Overcoming obstacles: during the challenging year of 2020, Alsea’s customer base grew significantly as the loyalty program continued to thrive through delivery apps and pick-up strategies.
  • Intelligent dynamics: understanding customer journeys to deliver personalized content and promotions.
  • Constant brand interaction: reflected in every transaction.
  • Successful promotions and cross-selling.
  • A database of over 4,000,000 registered customers.
  • Total visibility: understanding how, when, and where customers interact with the brand to create effective strategies.

Why Salesforce Marketing Cloud Elevates Loyalty Programs

Salesforce Marketing Cloud empowers businesses to deliver personalized experiences that customers crave. By leveraging Salesforce’s AI technology, companies can create comprehensive digital marketing campaigns with personalized emails, SMS messages, push notifications, and landing pages.

Alsea’s success story began with Salesforce Service Cloud and was further amplified by integrating Salesforce Marketing Cloud into their strategy.

A Loyalty Program that Leaves a Good Taste

In today’s competitive landscape, maintaining customer loyalty is paramount, especially in the restaurant industry. Consumers are bombarded with information and have endless choices. Loyalty programs are an effective tool to foster customer retention and drive repeat business.

By offering incentives like store credit, rewards, discounts, and special prices, loyalty programs cultivate trust, a sense of belonging, and a satisfying shopping experience.

Benefits of a Well-Implemented Loyalty Program

  • Business growth and expansion
  • Increased revenue
  • Competitive advantage
  • Brand recognition and advocacy
  • Valuable customer insights
  • Customer retention
  • New customer acquisition
  • Business alignment with customer needs
  • Improved online reputation

The Digital Age of Loyalty

Digital loyalty cards are key to unlocking customer loyalty in the mobile-first world. Restaurants can leverage these tools to gain valuable insights into customer behavior and preferences, building a strong foundation for personalized engagement.

International studies show that:

  • 28%of consumers are loyal to their suppliers and brands.
  • 31% are willing to recommend a brand to others.
  • 75% of companies with loyalty programs have a higher ROI than those without.

The Secret to WOW Results

To reap the benefits of a loyalty program, consider these factors:

  • Track and measure results against planned objectives.
  • Learn from both successes and failures.
  • Leverage tools like Salesforce Marketing Cloud to maximize the impact of your efforts.

Freeway Consulting is a Salesforce Summit  Partner specializing in Salesforce implementations

Like Alsea, we help our clients deliver extraordinary and personalized experiences in every campaign, achieving rapid ROI and becoming their strategic partner in reaching their goals.

Ready to take your customer loyalty to the cloud?

We offer a range of services, including:

  • Staff augmentation: Allows you to seamlessly integrate experienced Salesforce professionals into your existing team, filling critical skill gaps and accelerating your projects. We handle the onboarding process and provide ongoing support, so you can focus on achieving your business goals.
  • Managed services: Provide ongoing support and optimization for your Salesforce environment. Think of us as your dedicated Salesforce pit crew, ensuring your platform runs smoothly and efficiently. We handle maintenance, address potential issues proactively, and keep you ahead of the curve, allowing your team to focus on core business objectives.
  • Marketing Cloud Implementation: Harness the power of Salesforce Marketing Cloud to create personalized customer journeys, automate marketing tasks, and drive engagement across all channels.
  • Data Cloud Implementation: Unlock the full potential of your data with Salesforce Data Cloud. We help you unify and activate your data to gain valuable insights, personalize customer experiences, and drive business growth.
  • Hourly support: Get on-demand support from our Salesforce experts for any challenges you face. Whether you need help with troubleshooting, configuration, or optimization, we’re here to assist you.

Contact us today to learn more about how our services can help you achieve your goals.