Costa – Persuading customers to return post lockdown


Following COVID-19, 70% of sales are now click & collect rather than in-store where average purchase value is significantly higher. Most customers who click & collect use a loyalty card where transaction data isn’t available to the media team for insight and activation, as opposed to the Costa mobile app. Our media client needs to increase app downloads and usage as a business priority


The solution

We’re using customer behavioural data from CRM & Loyalty communications to prioritise areas in the UK for paid media support across audio, OOH and display to increase app downloads. This data is also being used to inform the weighting of sales promotions and offers as the customer value exchange in paid media communications


app downloads
in app sales YoY
ROI of £4.64

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