offline customer experience

CASE STUDY

Wayne’s Coffee | Online-to-Offline Customer Experience

cafe case study customer experience

About

Wayne's Coffee is a Swedish-based coffee shop chain founded in Stockholm in 1994. Today, Wayne’s Coffee operates around 140 coffee shops, and you can find them in Sweden, Norway, Finland, The United Kingdom, Germany, Cyprus, Saudi Arabia, Jordan, Vietnam, and China.

The challenge

Wayne’s Coffee came to PinMeTo looking for an efficient solution to control and optimize their digital presence that would also improve their offline customer experience. With the increasing number of local information platforms to maintain and keep up-to-date, Wayne’s was struggling to control their data. They wanted a centralized solution to manage their digital local presence at their over 130 worldwide locations.

Increase in Google Actions

2018-2019
Listings_Menu

+79 %

Yearly clicks to “Directions” went from 38k to 68k

Local Business Directory_Menu

+109 %

Yearly clicks to “Website” went from 16K to 33K

Webinar & Podcast_Menu

+72 %

Yearly clicks to “Calls” went from 7K to 12K

PinMeTo has been an important tool in Wayne's coffee development and visibility. The tools give us the opportunity to interact and respond fast to all our customers in different channels and also take control of our brand. Most importantly we can constantly provide our guests with up-to-date information about our cafes.

Viktor Rivedal, Digital manager - Waynes Coffee

waynes cafe marketing case study

The strategy

First, Wayne’s Coffee structured and corrected all their listings with the help from PinMeTo’s Customer Success Team, so all information was correct on the largest networks such as Facebook, Foursquare, Google, Bing, Here, and Apple Maps. Through PinMeTo’s partnerships and relationships with key directories, PinMeTo was able to identify and remove duplicates and inaccuracies, and add new correct listings with accurate and up-to-date business information. After the setup was done, Wayne’s Coffee could manage listings and reviews across all 130 of their locations from just one platform.

Local Business Directory_Menu

+138 %

Wayne's gets 12K more daily organic impressions since 2017

Listings_Menu

+250 %

Google Maps "Views" rose from 12K to 35K daily in two years

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