Making it easier for people to discover, experience, and enjoy Japan’s world-class coffee culture through a seamless subscription and service experience.
Being no.1 in coffee is more than a market position; it requires mastery in both the art of coffee and customer continuity. We helped Japan’s no.1 coffee manufacturer bring their coffee culture to new markets with a new subscription model and an end-to-end service experience designed to help customers and partners continuously access the real magic of Japanese coffee.
Keen to avoid the short-term novelty factor, we helped Ueshima focus on driving repeat purchase and long-term brand loyalty. We introduced a flexible subscription model to better showcase range diversity and tailor recurring orders around different customer preferences and habits. This was supported by a more automated and efficient approach to customer communication, paired with a more thoughtful and engaging experience at key moments such as onboarding and unboxing. Since upgrading their service experience, Ueshima has already seen a six-fold increase in customer orders and a 73% increase in recurring orders, reinforcing the value of a well-designed, customer-first service model.