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Product Management Metrics Question: Defining success for Kopi Kenangan's coffee loyalty program
Image of author vinay

Vinay

Updated Nov 25, 2024

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how would you define the success of kopi kenangan's loyalty program?

Product Success Metrics Medium Member-only
Metric Definition Stakeholder Analysis Data Interpretation Food & Beverage Retail E-commerce
Data Analysis Customer Retention Success Metrics Coffee Industry Loyalty Programs

Introduction

Defining the success of Kopi Kenangan's loyalty program requires a comprehensive approach that considers multiple stakeholders and metrics. I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Framework Overview

I'll follow a simple success metrics framework covering product context, success metrics hierarchy.

Step 1

Product Context (5 minutes)

Kopi Kenangan is a rapidly growing Indonesian coffee chain known for its grab-and-go concept and signature drinks. Their loyalty program is likely designed to increase customer retention, drive repeat purchases, and gather valuable customer data.

Key stakeholders include:

  1. Customers: Seeking value, convenience, and personalized experiences
  2. Kopi Kenangan management: Aiming to boost revenue and customer loyalty
  3. Store staff: Responsible for program execution and customer interactions
  4. Marketing team: Leveraging program data for targeted campaigns

User flow:

  1. Sign-up: Customers register through the app or in-store
  2. Earn points: Make purchases to accumulate points
  3. Redeem rewards: Exchange points for free drinks, discounts, or exclusive offers
  4. Engage: Receive personalized offers and participate in special promotions

The loyalty program fits into Kopi Kenangan's broader strategy of scaling rapidly while maintaining a strong brand connection with customers. It likely aims to differentiate from competitors like Starbucks and local coffee shops by offering a more accessible and tailored rewards experience.

As a digital-first company, Kopi Kenangan's loyalty program is primarily app-based, integrating with their existing mobile ordering and payment systems. The program is likely in the growth stage, focusing on user acquisition and increasing engagement.

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