Costa - First one's on us



This is the story of how Costa faced into the challenges of 2020 by leveraging one of their most powerful and underutilised assets their CRM data.


As the nation cautiously emerged from lockdown, Costa used CRM data to inform an acquisition campaign that saw over a million people download the Costa app to take up Costa's irresistible offer of a drink on the house.


We migrated 70% of our CRM base from the loyalty card to the app, embedded a new click and collect habit in response to post lockdown buying behaviours, and achieved a campaign ROI of 4.64.

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