Arden Restaurants – Reference Case
Arden Restaurants x Cluby: Improving the customer experience with a user-friendly and effective digital loyalty platform.
Key numbers
Previously, Arden restaurant group used their own app, but it was hard to manage and didn't offer a seamless user experience. The app's limitations made it challenging to engage customers effectively and track loyalty metrics.
After Arden Group's Restaurant Manager, Ryszard Janik, discovered Cluby's user-friendly interface and comprehensive features, the team realised it could streamline their operations and improve customer interaction. This led to the decision to implement Cluby as the new customer loyalty solution to better manage member engagement and provide more personalised benefits for their diverse customer base.
How the rollout was done
Arden started using Cluby actively and fully implemented it across their venues in the beginning of May 2024, introducing several loyalty tiers designed to appeal to different customer types. Among the key offerings was Arden Plus, a premium membership aimed at rewarding loyal nightclub visitors with exclusive benefits. With Cluby platform's tools, Ryszard was able to create custom offers for each location, leveraging customer data to refine their loyalty strategies and ensure that offers were relevant to the specific preferences of each venue's clientele. This allowed the group to not only increase loyalty but also personalise the customer experience, making the rewards program more effective at driving repeat business. Especially the Bierhause locations achieved strong results, with premium offers tailored to enhance customer satisfaction.
Results
Since adopting Cluby's digital loyalty platform, Arden Restaurant Group has seen notable improvements in customer engagement and the success of its loyalty program. The group has reached 13,159 members, with growth driven by targeted, location-specific offers that cater to the unique needs of customers at each venue.
By tracking customer behaviour and preferences through Cluby's platform, Arden has been able to continuously optimise its loyalty programs, increasing customer visits and boosting sales. As a result, Arden Restaurants has strengthened relationships with regular customers and attracted new ones, further solidifying its position in the competitive hospitality market.
“The ease of use that Cluby offers has made a significant difference for us. We were able to implement the system quickly, and the simplicity of the platform made it easy for our team to adopt. Now, we can focus on what really matters—engaging with our customers and offering them personalised experiences.”
TIPS FOR A SUCCESSFUL ROLLOUT
Use push messages sparingly
Limit push notifications to once a week to avoid overwhelming customers and ensure higher engagement rates.
Make offers visually appealing
Design offers with eye-catching product images to grab customers' attention.
Educate staff to promote the loyalty program
Ensure that staff are well-informed about the program so they can effectively engage customers and encourage them to join.
ABOUT THE RESTAURANT
Arden Restaurant Group manages a dynamic portfolio of venues, including two restaurants, three beer houses, and a nightclub. Ryszard Janik is their Arden Group's Restaurant Manager, with extensive experience in restaurant management and operations. Founded in 1991, Suomen Viihderavintolat Oy, now known as Arden Restaurants, is a family-owned company that has always operated boldly with its own style and vision. Their strategy focuses on placing the company's most valuable asset – the customer – at the forefront of everything they do, enhancing customer loyalty and engagement through a personalised approach to loyalty programs at each location.
