From anonymous footfall to 34k identified guests in one quarter.
Most guests paid, ate and disappeared. We turned the table, the till and the delivery order into capture points and built the loop that brings them back.
How much of our revenue comes from guests we can actually reach again, and how do we grow that share without discounting?
- Capture buildout
- Loyalty design
- Growth operations
- POS
- QR ordering
- WhatsApp Business
- Klaviyo
The problem
Nine busy locations and almost no ability to reach a guest after they walked out. Marketing spend went to acquiring the same people repeatedly because there was no way to tell an existing guest from a new one.
What we built
- Identity exchange at the moments where the guest is already waiting, not at the till.
- One guest profile joining dine-in, takeaway and direct delivery.
- A WhatsApp-first return loop built on order history, not blanket promotions.
- Capture rate as a store-level operating metric with a weekly owner.
The result
Identified guests went from under 4,000 to 34,000 in a quarter, and the share of revenue coming from reachable guests reached 38%.
- PHASE 1Map the moments
Every guest touchpoint audited for whether it could carry an identity exchange without slowing service.
- PHASE 2Build capture
QR table ordering, receipt-based enrollment and delivery-order reconciliation feeding one guest profile.
- PHASE 3Loop
WhatsApp-first return program with location-aware offers based on what was actually ordered.
- PHASE 4Operate
Per-location capture-rate reporting owned by store managers, regular review with ops.
Identified guest count and revenue share come from the POS and guest database. Return rate compares matched 4-week windows before and after launch. Client-approved. Delivery-marketplace orders are only partially attributable and are excluded from the identified revenue share.
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