About White Rock Coffee, A Dallas Staple
White Rock Coffee, an iconic coffee brand in Dallas, Texas, has been serving the community for 19 years. Known for its loyal customer base and being an award winning coffee roaster, White Rock Coffee has grown from three locations to seven in the past three years. Bryan DeLuca, an experienced entrepreneur and marketing consultant, joined forces with White Rock Coffee to help propel its growth.
From Neighborhood Favorite to Digital Pioneer
In 2005 the first White Rock Coffee location opened with one purpose in mind: become part of the neighborhood. Since then, the brand has become one of the top 15 coffeehouses in America. As part of their endeavors to becoming a neighborhood favorite, White Rock Coffee was ready to push into the digital landscape. In growing and becoming a neighborhood favorite, White Rock Coffee was ready to take their brand digital. Despite their strong community presence and a loyal customer base, the lack of a digital platform was becoming increasingly apparent.
White Rock Coffee's traditional methods of customer engagement, such as in-store interactions and email marketing, were no longer sufficient in a market where consumers expected more personalized and immediate communication. "We've been acquiring emails for 18 years, but the engagement levels were not where we needed them to be," Bryan says. This gap highlighted the need for a more robust, integrated digital solution that could provide seamless communication and engagement with their customers.
Recognizing Modern Guest Behavior
Modern consumers expect convenience and personalized experiences. Bryan had ideas for how to rise to this occasion, saying, "We always thought that an app could do really well for us, especially given how people are now accustomed to using apps like Starbucks." Customers were increasingly looking for digital solutions that offered ease of ordering, loyalty rewards, and real-time communication.
Choosing the Right Partner for Growth
Before choosing to partner with Incentivio, White Rock Coffee explored various digital platforms. However, many solutions either lacked the comprehensive features needed or were too complex to implement effectively. "There were options, but none that offered the combination of ease of use, robust features, and integration capabilities that we found with Incentivio," Bryan notes.
The brand’s commitment to enhancing customer loyalty and engagement through digital transformation was a strategic move to align with evolving consumer behaviors. With Incentivio, they aimed to create a seamless digital experience that would keep customers engaged and coming back. This transition was not just about adopting new technology but about creating a holistic strategy to deepen customer relationships and enhance the overall guest experience.
White Rock Coffee set clear goals to improve customer engagement, increase loyalty, and streamline marketing efforts. They wanted a solution that could provide real-time data and insights into customer behaviors and preferences, allowing for more personalized and effective marketing campaigns.
Setting New Goals for A Digital Era
The decision to partner with Incentivio was based on the platform’s comprehensive features and the flexibility it offered. Bryan was particularly impressed with the potential for customization and the powerful support system. "Given our small team, it seemed very easy to implement on our end. The support we've gotten has been a breath of fresh air. Whenever we had questions or needed assistance, the Incentivio team was there to help,” said Bryan.
Driving Guest Engagement with Data-Driven Insights
White Rock Coffee has found several features of Incentivio particularly beneficial, including loyalty programs and customer feedback systems. "In the first month of March 2024, total sales through our app were 1.9%. By June, it was almost 8%,” said Bryan.
Customization played a significant role in fitting Incentivio to White Rock Coffee's specific needs. For example, they adjusted loyalty rewards based on customer feedback. "We unlocked this cool thing where now, all of a sudden, when we change up the offerings for loyalty and rewards, it's going to go bonkers," Bryan enthuses.
The data collected through Incentivio has provided valuable insights that influence marketing strategies and decision-making. A survey sent through the app received more engagement than any email campaign in the company's history. "Within 24 hours, I had more engagement with that survey than any email that's been sent in the history of White Rock Coffee," Bryan said.
Sustained Growth and Future Plans
Since implementing Incentivio, White Rock Coffee has observed numerous long-term benefits, including increased sales and enhanced customer engagement. "The app has clearly, in very short order, become a powerhouse of a channel for us," Bryan states. “I can unequivocally say that Incentivio has been a breath of fresh air.”
