Pre-order coffee
Why did we think pre-ordering is a good idea? In the end it all boils down to our customers.
We sell millions of hot drinks a year. Not surprisingly, the Flat White (invented in NZ) is our most popular option – representing 42% of all sales. Interestingly, most of the hot drinks sold (65%) are the only item that a customer purchases (i.e. they are visiting just for our coffee). That’s all we needed to know to be able to say, “How might we improve our Coffee CX?”
“Pre-order just speeds up my day. Now I just jump the queue, grab my personalised coffee and am on my way.”
From flat whites to creamy hot chocolates and fluffies for the kids, Z Espress Pre-order lets our customers have their morning pick-me-up or winter warmer ready when they arrive. We used a phased rollout to ensure that our baristas could help design the entire system. Pre-ordering was introduced at our two trial locations then rolled to twelve additional locations, and we have further added an additional 50 based on customer demand.
Vision
How might we leverage our nationwide network and growing app usage to offer customers our products on demand?
Experiment
Customers can pre-order, pre-pay and pick-up coffee at any of our initial 12 trial sites.
Launched
July 2018
Scaled
February 2019
Customer benefits
- Pre-order any hot drink from Z App and jump the queue when you arrive.
- Favourite specific beverages for fast re-ordering.
- Automatically earn a digital “stamp.” Get rewarded with a free coffee for every six purchases.