How a Restaurant Grew Revenue by 25%
About Ember & Oak
Business
Modern Australian Restaurant
Location
Brisbane, Australia
Size
1 location, 18 staff
Industry
Restaurant
Ember & Oak had strong weekday lunch traffic but struggled with dinner and weekend retention. Diners would visit once for a special occasion but rarely returned. The restaurant needed a way to turn one-time diners into regulars without resorting to heavy discounting.
The Challenge
One-Time Diners
70% of customers visited only once. Special occasion dining didn't translate to regular patronage.
Heavy Discounting
Previous attempts at loyalty relied on 20%+ discounts that eroded margins.
No Direct Channel
No way to communicate with past diners — relied entirely on social media and hope.
The Solution
Ember & Oak launched a points-based loyalty program through Cockato: 1 point per dollar spent, with rewards redeemable at 100 points.
Points Per Dollar
1 point per $1 spent — simple to understand and rewarding for higher-value orders.
SMS Campaigns
Targeted SMS to loyalty members for slow nights, driving incremental covers.
Spend Analytics
Track average spend per loyalty member vs. non-members to measure impact.
The Results
+25%
Revenue Growth
Monthly revenue up 25% within 6 months
2.4x
Visit Frequency
Loyalty members visited 2.4x more often
1,200+
Active Members
Enrolled in the first 5 months
+$14
Higher Avg. Spend
Loyalty members spent $14 more per visit
Implementation Timeline
Program Configuration
1 hourSet up points-based rewards: 1 point per $1, redeemable at 100 points for a $10 credit. Added bonus points for weekend dining.
Launch & Promotion
2 weeksTable cards with QR codes, staff mentions at bill payment, and an email blast to existing contacts offering 20 bonus points for signing up.
SMS Marketing Campaigns
OngoingUsed Cockato's SMS feature to promote slow Tuesday/Wednesday nights to loyalty members, offering double points — driving incremental revenue.
"We turned occasional diners into regulars without heavy discounting. The points system means customers earn rewards naturally, and the SMS campaigns fill our slow nights. It's been transformative."
James Wright
General Manager, Ember & Oak
Key Takeaways
- Points-based programs work well for restaurants where spend varies — customers earn proportionally.
- SMS campaigns to loyalty members are highly effective for filling slow weeknight covers.
- Bonus point promotions drive behaviour without eroding margins like flat discounts.
- Table-side QR codes are the easiest enrollment method for dine-in restaurants.
- Loyalty members consistently spend more per visit than non-members.
Frequently Asked Questions
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