Customer Case Study

Majestic Steakhouse 

Overcoming Challenges and Enhancing Customer Engagement at Majestic House with Stakd. 

Introduction:

Majestic House, a family-owned American-style steakhouse in Princeton, KY, aimed to modernize its operations while preserving the authentic atmosphere that customers cherished. In March 2023, the restaurant’s owner decided to enhance customer communication and engagement for online orders by implementing Stakd, an innovative SaaS communication software that seamlessly integrates multiple communication channels, including text messaging, social media, and web chat.

Objective:

The primary objective was to increase online sales and improve customer engagement by using Stakd’s unified platform and advanced analytics to deliver personalized, targeted text messages to loyal customers.

Challenges:

The restaurant faced several challenges, including:

• Retaining customer loyalty and attracting new patrons in an increasingly competitive market.
• Effectively engaging with customers across various communication channels, focusing on online orders.
• Balancing the need for modernization with maintaining the traditional, intimate atmosphere that customers loved.

Implementation:

Maryanna, the business owner, connected her Square POS system with Stakd to transfer customer contact information and purchase history related to online orders. Using Stakd’s powerful analytics and filtering capabilities, she devised a three-tiered messaging campaign aimed at customers who frequently ordered online. The messages were customized, expressed gratitude, and provided a 10% discount on all online orders until the end of March 2023. Additionally, she used Stakd’s Bitly integration to track link clicks within the text messages, allowing her to accurately measure the campaign’s effectiveness.

The messaging campaign was organized as follows:

1. Customers who ordered online 20 or more times (44 customers) received a heartfelt, personalized message acknowledging their loyalty.
2. Customers who ordered online 15-19 times (83 customers) were sent a warm, appreciative message, emphasizing their ongoing support.
3. Customers who ordered online 10-14 times (152 customers) obtained a personalized message conveying gratitude and appreciation for their business.

Results:

After sending just 279 text messages featuring a photo of a Ribeye, Majestic House witnessed a 32.4% increase in online sales, a 39% rise in month-over-month orders, and an 8% growth in average ticket size. There was also a 19% jump in sales compared to the same month last year. Furthermore, Majestic House could directly attribute 24% of online sales to the text message campaign, thanks to the unique coupon code used at checkout. The Bitly integration enabled Maryanna to precisely track link clicks and evaluate the campaign’s success 

Future Plans:

Encouraged by the campaign’s positive outcome, Maryanna intends to utilize Stakd to re-engage customers who have not recently ordered online by sending them tailored offers and promotions. Moreover, she plans to send targeted messages to customers who redeemed the coupon multiple times, encouraging them to write online reviews to help foster future business and enhance the restaurant’s online reputation.

Conclusion:

Stakd’s state-of-the-art communication platform empowered Majestic House to connect with customers on a more personal level, boosting online revenue and reinforcing their online presence. The platform’s seamless integration with existing POS systems, Bitly link tracking, and ability to provide actionable insights made it simple for the restaurant to refine its online communication strategy, resulting in a significant increase in online sales and customer satisfaction. This successful campaign exemplifies Stakd’s potential to transform customer engagement for businesses across diverse industries.