The Brand: Coffee for the connoisseur and the planet

Ozone Coffee is a B Corp-certified roaster and hospitality brand with a focus on sustainable sourcing and meaningful connection. Originating in New Zealand and now a staple in London, their cafes are known for an industrial-chic aesthetic and an uncompromising approach to quality—from the bean to the brunch menu. Their unique edge is their dual-natured business: they are just as much a high-volume hospitality destination as they are a premium e-commerce retailer. This means they serve the daily commuter and the home-brewer with equal care.

The Loyalty Blueprint: Point-based rewards and vouchers

Ozone Coffee utilizes a point-based loyalty system where customers earn rewards on every pound spent. This earn and burn model is particularly powerful for businesses that straddle the line between hospitality and retail. In the coffee industry, customers often have a high-frequency habit but might switch between buying a flat white at the counter and a bag of whole-bean coffee online. By moving from a basic stamp card to a point-based system, Ozone can reward that total brand spend.

The shift to Leat allowed Ozone to solve a major visibility problem. Their previous stamp card solution only worked in-store and provided zero data on who their customers actually were. Because the new system is unified across their entire business, Ozone now has a clear view of their community. Whether a customer is using a gift card at a London cafe or redeeming a voucher on the webstore, the system tracks the interaction in real-time. This unification ensures that the customer feels recognized everywhere, while giving the brand the data they need to understand their most loyal fans.

The Tech Stack: How it works together

To keep the experience fluid between the cafe floor and the digital shop, Ozone Coffee’s loyalty is built into their core operational platforms. This allows for a smooth flow of data and a frictionless experience for the customer.

• E-commerce Platform: Shopify manages the online store, where customers can earn points on coffee subscriptions or equipment and redeem vouchers for future orders.

• Point of Sale: Lightspeed handles the in-cafe transactions, ensuring that loyalty points are added instantly when a customer pays at the counter or the table.

• Marketing Automation: Klaviyo uses the unified data to send personalized rewards and updates, ensuring that the right message reaches the right customer based on their actual buying habits.