--- title: "How to Increase Franchise Customer Frequency and Loyalty" url: https://burnaze.com/article/f5c3d154-e396-483d-84c7-51c7eb0cb177 source: "1851 Franchise" original_url: https://1851franchise.com/how-can-i-increase-customer-frequency-for-my-franchise-2732297 category: "Fast casual" industry: "Restaurants" segment: "Fast casual" topics: ["Operations","Marketing"] published: 2026-07-22T13:08:01.000Z modified: 2026-10-31T15:32:02.505Z image: https://newimage.1851franchise.com/cdn-cgi/image/quality=85,format=webp,width=1280,height=720/story/featureImage/1780071950_2732297.png --- # How to Increase Franchise Customer Frequency and Loyalty **TL;DR:** Salad House CEO Joey Cioffi shares strategies for increasing customer frequency and loyalty, including using data to identify 'gateway items' and building habits around them. Cioffi emphasizes the importance of local franchisees in understanding customer preferences and building loyalty at the community level. *originally published in 1851 Franchise on 2026-07-22. [Read the original](https://1851franchise.com/how-can-i-increase-customer-frequency-for-my-franchise-2732297).* ## Story Franchise brands do not grow on one-time visits. Long-term success comes from building habits and giving customers a reason to come back regularly. That requires a clear strategy that connects operations, marketing and the in-store experience. To drive repeat traffic, brands should focus on the whole customer journey, from how guests are greeted to how quickly they are served and how simple it is to return. “Appreciation matters more than ever,” said Joey Cioffi, founder and CEO of Salad House. “Guests have options, and they remember how you make them feel. That mindset has to be ingrained in every front-of-house team member. If the experience feels cold or transactional, you’ve already lost the opportunity to build frequency.” Building strong emotional connections tends to lead to more consistent traffic patterns. This gives your brand a stronger identity. “One of our most effective strategies is using data to identify ‘gateway items’ that bring guests in, and then building habits around them,” Cioffi said. “Our Chicken Caesar is a great example. It consistently serves as an entry point, which led to our ‘Caesar of the Month’ program, which rotates data-informed variations that keep the experience fresh while reinforcing a familiar favorite.” Loyalty programs are more effective when they focus on getting people to come back again, not just saving them money once. The idea is to keep customers engaged over time rather than relying on a single promotion. At Salad House, the brand uses Thanx to track customer activity and respond to it. That might mean encouraging a second visit soon after the first or giving someone a reason to try a different item on their next order. Local franchisees are the ones who are best positioned to understand customer preferences. Giving them the flexibility to act on those insights can strengthen loyalty over time. “Franchisors set the foundation, but loyalty is built at the community level,” Cioffi said. “Our role is to equip franchisees with the right tools, insights and flexibility to make that happen.” It starts with people. Friendly, engaged front-of-house teams play an important role, especially when it comes to loyalty programs. This can be as simple as mentioning rewards at checkout, which can increase participation and, ultimately, repeat visits. Franchisors should also actively share best practices across the system. “When one location finds success, whether through a local partnership, a grassroots campaign or an operational improvement, we work to scale those learnings while still allowing for local customization,” Cioffi said. Good ideas are easier to build on when franchisors and franchisees stay in regular contact. A local partnership or in-store adjustment that works in one market may give another operator a practical starting point. Brands have to look past overall sales and pay closer attention to customer behavior. Looking at how often people come back and what brings them in again helps paint a clearer picture of what’s actually working over time. “First, we track visit frequency per customer, especially within our loyalty base. This helps us understand how often guests return and whether specific campaigns or menu initiatives drive incremental visits,” Cioffi said. “Second, customer lifetime value (LTV) is a critical indicator. At Salad House, loyalty members deliver approximately 149.66% higher LTV than non-members, with our top-tier ‘Emerald’ customers worth more than 12 times a base-level customer. That underscores the importance of investing in high-frequency guests.” Brands should also track the time between visits to identify when a customer may be at risk of dropping off. Cohort retention helps measure how new customers behave over time and whether early experiences lead to long-term engagement. “Redemption rates, campaign participation and guest feedback scores, particularly through platforms like Ovation, help us understand what’s actually driving behavior and ensure we’re not sacrificing experience for short-term gains,” Cioffi said. “By combining these metrics, we shift from reactive marketing to a more predictive, data-driven approach that strengthens long-term relationships and drives sustainable growth.” - **Customer experience drives repeat visits:** Customers are more likely to return when they consistently have a positive experience in areas like staff interactions and product quality. - **Loyalty programs work best when they build habits:** Strong loyalty strategies are designed to encourage customers to come back more often over time. Using customer data to personalize outreach can improve long-term engagement. - **Local franchisees play a major role in customer retention:** Franchise systems can provide the tools and strategy, but local operators are the ones building relationships in their communities. Brands that use customer data well, stay consistent across locations and support local operators are more likely to turn one-time visitors into repeat customers. ## Entities - 1851 Franchise (publication) - marketing strategy (topic) - customer experience (topic) - franchise operations (topic) - Operations (sector) - customer loyalty (topic) - loyalty programs (topic) - Thanx (company) - Ovation Group (company) - Salad House (company) - Joey Cioffi (person) --- Originally reported by 1851 Franchise (https://1851franchise.com/how-can-i-increase-customer-frequency-for-my-franchise-2732297). Summarized by Burnaze (https://burnaze.com/article/f5c3d154-e396-483d-84c7-51c7eb0cb177).