Quick Results

• 26.2x higher lifetime value for customers who redeem rewards

• 2.2x higher repeat purchase rate on the second order for point earners

• 62.1% higher AOV on orders that include a loyalty transaction

• 4 UK Café Locations unified across one single loyalty program

About Ozone Coffee

Ozone Coffee is a UK-based coffee roaster and café group with locations across London, including Shoreditch, London Fields, Ludgate Hill, and Creechurch Lane, alongside a national e-commerce business selling beans, brewing equipment, and subscriptions.

Ozone is B Corp certified, with a strong focus on sourcing transparency and sustainability, publishing annual sourcing and impact reports detailing its relationships with coffee producers. The brand operates across multiple channels at once: in-café purchases, eatery orders, online retail, and wholesale, all under a single, recognizable brand built on quality and ethical sourcing.

The Challenge

Ozone Coffee's business spans two very different worlds: the daily ritual of café visits and the considered, less frequent purchase of beans and equipment online. Customers who visited a London café regularly weren't necessarily the same customers buying beans through the online store, and vice versa. This created a fragmented view of the customer and a missed opportunity: there was no unified way to recognize and reward customers, whether they were grabbing a coffee at Shoreditch or ordering a bag of single-origin beans for their home setup.

Without a connected loyalty program, Ozone had no concrete way to turn occasional visitors into habitual ones, or first-time online shoppers into regular customers. Each channel operated somewhat independently from a customer recognition standpoint, making it difficult to build the kind of daily-habit loyalty that a coffee brand depends on.

The Turning Point

Ozone's team knew that coffee is a habit-forming category. Customers who choose Ozone once are strong candidates to become daily or weekly regulars, but only if there's a reason to keep choosing Ozone over the café next door or another online roaster. With four physical locations and a growing online business, the team wanted a way to reward customers consistently, without compromising the values of quality and community that define Ozone's identity as a B Corp.

The goal was to build a rewards program that worked seamlessly in-café and online, encouraging both casual visitors and online customers to come back more often and engage more deeply with the full breadth of what Ozone offers.

Why They Chose Leat

Ozone chose Leat to build the Ozone Rewards Club because it could support a single, unified points system across cafés, eateries, and the online store. This omnichannel flexibility was critical for a brand where a meaningful share of transactions happen in person, over the counter, rather than online.

Leat gave Ozone the flexibility to build a varied, accessible rewards catalog, ranging from small, frequent perks like a free side or free shipping to larger rewards like a free coffee or percentage-based discounts, while keeping program management simple across a multi-location café business and a website.

The Strategy

Step 1: Unifying Loyalty Across Cafés and E-Commerce

Ozone's biggest challenge wasn't designing a rewards menu, it was connecting two very different sides of the business under one program. In their cafés, Ozone integrated Leat with Lightspeed, their point-of-sale system, and Captive WiFi, allowing customers to be recognized and earn points by connecting to in-café WiFi or checking out at the till. Online, Leat was connected to Shopify and Klaviyo, syncing points earned through e-commerce purchases with the same marketing platform powering Ozone's email campaigns. The result was a single, unified Ozone Rewards Club where a customer's points balance was identical whether they'd just bought beans online or ordered a flat white in Shoreditch.

Step 2: Launching with an Immediate Welcome Gift

Ozone launched the Rewards Club with a strong first-touch incentive: new members receive 50 Ozone Points simply for creating an account. Customers then earn 1 point for every £1 spent, consistently applied across cafés, eateries, and the online store, with the program designed to be as simple as possible: sign up, earn points, and redeem rewards wherever they like, whether that's a flat white at their local café or beans delivered to their door.

Step 3: Offering Rewards for Every Kind of Customer

Rather than offering a single reward type, Ozone built out a redemption menu spanning multiple price points and use cases, from free shipping and percentage discounts to experiential rewards like a free barista-made drink or a free side. This variety meant the program had something meaningful for both online-only customers stocking up on beans and in-café regulars popping in for their daily order, with every reward redeemable at any Ozone location or online, regardless of where the points were earned.

The Results

The Ozone Rewards Club has driven a measurable shift in customer value and purchasing behavior.

• 26.2x higher customer lifetime value among customers who have redeemed a reward at least once

• 2.2x higher repeat purchase rate on the second order for customers who have earned points, compared to those who haven't

• 62.1% higher average order value on orders that include a loyalty transaction, showing that loyalty engagement drives larger baskets rather than simply discounting smaller ones

For a brand built around the daily ritual of coffee, these results reflect the power of giving customers a reason to choose Ozone consistently, whether that means popping into a local café for a free drink reward or stocking up on beans online to keep earning points toward the next redemption.

Key Takeaways

Unifying online and in-person loyalty unlocks the full customer relationship.

By building a single points system that works across cafés, eateries, and e-commerce, Ozone closed the gap between its two customer bases and created one connected view of loyalty, no matter how a customer chooses to engage.

A strong welcome incentive accelerates program adoption.

Gifting 50 points just for signing up gave customers an immediate taste of the rewards program, lowering the barrier to that all-important first redemption.

Emotional touches like birthdays and referrals extend loyalty beyond transactions.

By adding a birthday reward and a referral program, Ozone gave customers personal reasons to stay engaged with the brand, not just transactional ones, reinforcing community in a way that fits naturally with its B Corp values.