Referral programme: bring in new customers through existing ones
A friend's recommendation is one of the strongest reasons to try a new shop. A referral programme turns this natural word of mouth into a regular, measurable mechanism.
How it works
A loyal customer (the referrer) invites someone close (the referred friend). When the friend makes their first visit, both are rewarded. The referrer is thanked, and the friend has a reason to walk through the door.
Choosing the right rewards
- For the referred friend: a simple welcome offer, usable from the first visit (a drink, 10% off, a free product).
- For the referrer: a slightly bigger reward, since they're bringing you a customer.
Stay reasonable: a new loyal customer is worth far more than a single purchase, but the reward must stay profitable if the referred friend doesn't come back.
Make sharing easy
Referral often fails because it's complicated. What works best: a personal link the customer sends in one tap via WhatsApp or SMS, with a pre-written message. No code to copy, no form.
Validate without cheating
The reward should unlock on the referred friend's real first visit, validated at the till, not on simple sign-up. Otherwise a customer can create fake referrals.
Mention it at the right time
Suggest the referral when the customer is happy: right after earning a reward, a compliment, or leaving a review. A quick word at the till or a notification is enough.