Maintaining customer relationships when all your stores are closed.

Costa Coffee’s customer marketing programme has dynamically adjusted through the crisis. Demonstrating our ability to flex as we listen and respond to customers.

As the outbreak started the priority was to be clear, honest and empathetic – live information on store closures and how Costa is supporting the community & NHS. As lockdown has continued and stores remain closed, Costa has pivoted from featuring products driving transaction in store to a broader content strategy keeping the brand top of mind with relevant conversation.

Customer marketing will continue to play a key role as stores re-open, supporting operations to facilitate safe re-start behaviours and a better customer experience.