How Hoshino Coffee Earned 16,000+ Loyal Members In 120 Days — Eber Case Study
Hoshino CoffeeSingapore
Case Study F&B · Singapore
How Hoshino Coffee Earned 16,000+ Loyal Members In 120 Days
Hoshino Coffee had no centralised way to know who its customers were. With Eber's CRM, loyalty and referral tools deployed across 13 outlets, walk-in coffee drinkers became a tracked, engaged membership base — fast.
Japanese Café & Dining
Singapore · 13 Outlets
Points + Referral Loyalty
Powered by Eber CRM & EDM
Measurement Period
First 5 months live on EberProgram launched to replace legacy loyalty system
16,000
New membership sign-ups
↑ In 5 months
Across 13 outlets
1,800+
Total rewards redeemed
↑ Active engagement
Members redeeming earned points
42%
Increase in loyal customers
↑ 3+ visits in 90 days
Eber platform data
42%
Email open rate
↑ 3x industry average
Restaurant industry average: 14%
The Challenges
· No centralised system to collect customer data across 13 outlets
· Unable to understand customers' spending behaviour
· Couldn't identify returning & loyal customers from one-off visitors
· Needed to drive awareness to sister brands like Yomenya Goemon & The Asian Kitchen
· Wanted regular newsletter engagement without a separate EDM tool
Eber's Deployed Solution
Points-Based Loyalty
Referral Program
Member Web App
Built-in EDM & SMS
Centralised CRM Database
Feedback & DM Tools
Cross-Brand Membership
Custom Branded Interface
Why It Worked
1
A simple, transparent value exchange. Every S$1 spent earned 1 point — low friction to join, with a clear reason for customers to hand over their data.
2
Referrals turned members into an acquisition channel. Friends-and-family invites brought in new members without extra ad spend.
3
One platform for CRM, EDM and SMS. Hoshino could segment and message all 16,000+ members without stitching together separate tools.
Referral Loop
Turning members into an acquisition channel
Member earns points on every purchase
→
Shares referral code via member web app
→
Friend signs up as a new member
→
Both earn rewards, loop repeats
502 new members from successful referrals — 12% of all new sign-ups
"
The member sign-up process is very swift and straightforward — that has helped us acquire over 15K members in such a short period of time. My favourite feature is the ability to customise our own loyalty interface, giving us the freedom to extract the customer information we need.
Across all 13 outlets, replacing a costly legacy loyalty system
First 5 months live
Active engagement
1,800+
Rewards redeemed by members
Points earned on every dollar spent were actually being used
Eber platform data
3+ visits/90 days
42%
Increase in loyal customers
More customers crossed the loyalty threshold after launch
Eber platform data
12% of sign-ups
502
New members from referrals
Friends-and-family invites turned members into an acquisition channel
Built-in referral program
Unlock
★★★
The full rewards & referral mechanics
Exactly how points, redemption, and referral incentives were structured
In the full case study
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The CRM segmentation & win-back playbook
How Hoshino used Eber's CRM to target dormant and high-value members
In the full case study
Full case study
See the full playbook — the rewards mechanics, the CRM segmentation, and the EDM campaign structure
The full version includes the complete points & referral mechanics, the CRM segmentation model, and the EDM/SMS campaign structure Hoshino used to engage 16,000+ members. Shared selectively — the PDF is personalised with your company name.
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The full PDF is personalised with your company name for confidentiality
Figures reflect Eber platform data from Hoshino Coffee's first 5 months live on the platform, unless noted.
Referral and redemption figures are shown as reported; full mechanics are available in the full case study.
Full CRM segmentation and EDM campaign structure available in the full case study, shared on request.
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About Eber
Eber is a Loyalty Marketing Platform that empowers F&B, retail and hospitality brands to run CRM, loyalty and marketing campaigns from one system — helping businesses like Hoshino Coffee build long-term customer relationships. Learn more at eber.co.
