Appointed as Crystal Jade’s digital agency, Meet Isaac’s primary focus was to implement an effective loyalty program and ramp up on its digital presence. With that, Meet Isaac cooked up a 360 offline-to-online experience model for the program, which included having a mobile app and e-commerce store for their members.
Launched in 2015, Crystal Jade’s loyalty program, the Jadeite Rewards Program, saw several milestones for Crystal Jade, namely being the first Chinese restaurant to launch an e-commerce store and a mobile application, and the only Chinese restaurant to offer a free-to-join membership tier and employ the use of digital membership cards.
To enhance the customer journey, a series of customer lifecycle management communications were put in place to automate offers and prompts upon reaching important membership milestones. These personalised communications ensure that members in all segments are communicated to in a targeted manner.
In its efforts to increase Crystal Jade’s relevancy and engagement, Meet Isaac leveraged on its strength in digital media and cross-promoted the Jadeite loyalty program on both Facebook and Instagram. E-vouchers and special Jadeite-exclusive promotions are frequently posted on these platforms to entice the public to sign up as members, and to encourage members to utilise the e-vouchers and promotions, which would translate to increased footfall and revenue.
Further leveraging on social media, these social posts on Facebook are linked to the e-commerce store to drive awareness and traffic. Unlike many other loyalty programs, Crystal Jade opted to go cardless and a digital card was incorporated into the mobile app, making it easily accessible throughout. This effectively saved production and marketing costs, and provides convenience for customers. With this all-encompassing virtual membership card, customers are able to redeem their rebates in-store, online or on the Crystal Jade mobile app itself.
Embracing technology and incorporating it into its offerings, Crystal Jade’s e-commerce store allows diners to purchase seasonal items online. It is easily accessible on the mobile app and the entire process—from viewing, selection, to payment—is fuss-free and user-friendly. This increases not only accessibility but also opens up another stream of revenue.
As a result of the effective membership model and digital efforts, Crystal Jade’s membership pool recorded a 6-times growth year-on-year, 8-times increase in target audience acquisition, and more than 29% increase in member-day sale. This cemented Crystal Jade’s position as one of the leading Chinese restaurants in Singapore.
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