Business: Fraiche Yogurt
Type: Yogurt shop
Owner: Patama Gur
Fraiche is a popular yogurt shop (with 3 locations) that uses RewardMe to power their rewards program.
Patama (the owner) is a terrific person and a smart business owner.
As you’ll see in the video, she had been hesitant to use a rewards program for a long time because she doesn’t want to give away free food.
When she found out about RewardMe and the data that we collect, she quickly took action and has used our program to capture over 35% of her customers.
Check out the video to learn more about her first-hand experience with RewardMe.
⚡ Speed Run Notes
- Small shops have a loyalty advantage chains cannot buy: the owner knows the customer's name. A well-run loyalty program in a small shop just amplifies a relationship that already exists. Chains have to manufacture the same feeling, at enormous cost, and still lose to the shop with the owner at the counter.
- The Fraiche case works because the staff was trained to turn the loyalty moment into a social moment. A silent scan is a transaction. A “that's your tenth visit!” is a micro-celebration. The same action with different choreography produces completely different retention outcomes.
- CD4 (Ownership) in loyalty means the customer feels the program is theirs. Generic punch cards feel like tax returns. A program named after a regular or themed around the neighborhood feels owned. That sense of ownership converts first-timers into regulars.
- The measured lift in the video is real but the unmeasured lift is larger. Case study dashboards track visits and redemptions. They cannot track the conversations regulars have about the shop with friends. The invisible word-of-mouth tail is where small shops win.
- The deepest insight: video case studies do twice the work because they double as recruiting for similar shops. Seeing another shop succeed is the most convincing pitch for a new shop. The video is not just a testimonial — it is a permission slip for other owners to try the same thing.
Table of Contents
- Tell us about Fraiche Yogurt
- Why did you choose RewardMe?
- How do customer like the Fraiche rewards program (powered by RewardMe)?
- How important is it that your rewards program is POS agnostic?
- How do you use a personalized text marketing campaign?
- Are customers hesitant to give out their number?
- Would you recommend RewardMe and why?
About the Behavioral Designer Behind These Results
Yu-kai Chou designed the behavioral strategies described in this case study. As a Human-Systems Architect, his Octalysis Framework has driven measurable results for LEGO, Microsoft, Porsche, Coca-Cola, Salesforce, and MrBeast — impacting over 1.5 Billion Users.
Chou lectures on behavioral design at Harvard, Stanford, Yale, Tesla, Google, BCG, and IDEO.
His methodology has been validated by Harvard, Stanford, MIT, Forbes, Wall Street Journal, Wired, US Department of Energy, NIST, NSF, NCBI, US Department of Education, ClinicalTrials.gov, and 3,700+ academic publications. Read his books here.
Tell us about Fraiche Yogurt
Fraiche is an organic yogurt shop where they make all of their yogurts from scratch.
Their innovation is a mini dairy plant located right in their store, ensuring the freshest, best tasting yogurt on the planet!
Why did you choose RewardMe?
Patama had been hesitant since opening Fraiche to use a rewards program because she didn’t want to set the customer expectation for free product.
But then when she found out about RewardMe and all of the customer data that we capture and how she can use this data to market to customers at an individual level, she changed her mind and used us for her rewards program.
How do customer like the Fraiche rewards program (powered by RewardMe)?
Customer love it!
They’re excited because customers love to be recognized.
It’s great for Patama to know that her best customers are being rewarded.
How important is it that your rewards program is POS agnostic?
Patama has 3 different POS systems.
It’s too costly to replace POS systems so that they all match and there may even be a better POS system in the future, so she doesn’t want to spend the upfront cost now.
It gives her comfort that RewardMe works across all different types of POS systems.
How do you use a personalized text marketing campaign?
Patama is excited to let her best customers know that she knows when they haven’t been in.
She wants to send a message that says “we miss you”, and get them to come back into the store.
Are customers hesitant to give out their number?
Some customers are hesitant to give out their phone number, but when she then supports it by letting customers know that they don’t do many marketing messages or that they can opt-out at any time, then customers get more comfortable and join.
Even if they don’t sign up the first time, if they’re coming back and they constantly see it, then they’re signing up on their 3rd or 4th visit.
Would you recommend RewardMe and why?
RewardMe was easy to implement, easy to use, the customers understand it, and the payback in terms of customer demographic and information is great.
Related Reading
- The Octalysis Framework for Gamification & Behavioral Design
- What is Gamification? Definition, Examples & Framework
- Top 10 Marketing Gamification Cases
- Top 10 eCommerce Gamification Examples
- 90+ Gamification Examples & Cases with ROI Stats
- Actionable Gamification: Beyond Points, Badges & Leaderboards
