The Loyaltees Awards highlight leading and innovative brands in the restaurant and retail industries. When it comes to incredible guest engagement strategies, this year's winners set a new standard of excellence.

 
 

Duffy’s Sports Grill – Big Game Giveaway

Most Relevant Messaging – Duffy’s Sports Grill “Big Game Giveaway” was designed to keep fans coming in to the Florida-based sports bar throughout the NFL season – whether or not the guests’ favorite teams were winning or losing.

“The Big Game Giveaway provided another reason for Duffy’s guests to engage, and they responded. Paytronix Real-Time Messaging enabled us to stimulate desired behavior. As a result, Duffy’s saw a big lift in traffic and sales,” said Sandy Nelson, Director of Marketing, Duffy’s Sports Grill.  

 

The Organization Duffy’s Sports Grill, based in Lake Worth, Florida operates over 27 full-service, casual-dining restaurants, all of which are located in Florida. Established in 1985, the company has become a regional market leader known for top quality casual dining with an emphasis on freshly prepared ingredients and grilled items. Duffy’s boasts a distinctly upscale sports environment complete with all the satellite programming available, over 75 TVs per location, and framed authentic sports memorabilia throughout each restaurant. Duffys - Slider 2

Duffy’s MVP Rewards Program

A Paytronix customer since 2010, Duffy’s runs a highly successful MVP rewards program that has more than 425,000 active members who drive 70% of the transactions across its casual-dining restaurants in Southern Florida. 

The Duffy’s MVP loyalty program segments guests based on behavior into three spending tiers: MVP, Gold, All Star, and Hall of Fame. With check-level data and other metrics provided by Paytronix’s POS integrated solution, Duffy’s is able to strategically design messaging, offers and promotions tailored to each tier’s behavior.

In early 2014, Duffy’s deployed Paytronix Real-Time Behavior-Triggered Messaging, which enables them to quickly communicate with guests on limited time offers, new-menu-item surveys, and distance to the next reward, and remind guests of rewards  earned as well as expiration dates. 

The Challenge With Duffy’s being a sports-themed concept, football season is a busy time however the business can fluctuate based on team performance and even broadcast schedules.  Over the course of an entire season, depending on the individual performance of each team, some fans may visit more while others may give up on their team.

The marketing team devised a plan that would keep fans coming in again and again throughout the season regardless of the win-loss record of their favorite team. 

The Solution For four consecutive years, the Duffy's Big Game Giveaway promotion has run during the regular NFL season. The Sweepstakes grand prize was a trip for two to the Super Bowl, including roundtrip airfare, three nights’ hotel, transportation to and from the game, and more.

Leveraging its new messaging capabilities, Duffy’s invited MVP members to visit on Sundays and use their loyalty card to earn bonus credits. The overall objectives were to increase the number of guest visits, increase repeat guest visits, and increase guest spend per visit.

The Guest Experience:

There were two ways that a guest could earn credits:

1. Visit Duffy’s during a Sunday NFL game to receive one Visit Credit; after four Visit Credits were earned, the guest earned one entry into the grand prize sweepstakes.

2. Visit Duffy’s during a Sunday NFL game and spend at least $10 to receive one Bonus Credit; after four Bonus Credits were earned, the guest was given $50 bonus dollars on their loyalty account.

Messaging-driven promotion: The initial sweepstakes announcement went out to all of Duffy’s 425,000 MVP program members. After the first visit, members were encouraged to come back with a message stating, “You’re on your way.” After three visits, a “You’re almost there!” message was sent. After four visits, “Congratulations! You’ve earned a $50 bonus!” went out.

Reminder emails: Duffy’s also sent out emails throughout the promotion to encourage members who had not come in at all. Midway through the promotion, the reminder “There’s still time to win” went out. Before the last four games of the season, a “Last chance to qualify” email was sent.

The Benefit: Prior to running the football promotion, Duffy's didn't have consistent member visits throughout the regular Sunday NFL games. After running the promotion, Duffy's saw members visit and spend more.  Sales increased 7.5% over the previous year.

“2014 was our first football season with the Paytronix email capabilities. We couldn’t do this easily before because the data was in different places. Paytronix gives us the critical ability to integrate MVP data with check-level detail so we can message in real time based on guest behavior. We just could not message to guests in real time in the past.”

“Although we are busy for football season, business can be heavily influenced by team performance, and if the hometown favorite has a losing season, visits can drop off.  The Big Game Giveaway provided another reason for Duffy’s guests to engage, and they responded. Paytronix Real-Time Messaging enabled us to stimulate desired behavior. As a result, Duffy’s saw a big lift in traffic and sales.”  Sandy Nelson, Director of Marketing, Duffy’s Sports Grill.  

Discover How to Drive Incremental Visit and Spend

Pinkberry wanted to create a promotion for its new Pinkbee’s™ low-fat milk ice cream product that would compel loyalty members to act and drive a sales and visit lift over the busy Fourth of July weekend. 

Spoiler alert: Open rates aren't always a good indication of email performance. 

 

Download this Paytronix case study and discover how Pinkberry was able to drive incremental visit and spend.