The Background / Challenge

Hana-Musubi 華御結, a premier Japanese-inspired rice ball brand in Hong Kong, has partnered with Prizm for the past three years to enhance customer engagement and retention through a comprehensive CRM and Loyalty Program. The initial objective was to establish a robust membership base and incentivize repeat purchases with a structured rewards system.

As membership growth surged, Hana-Musubi recognized the need to elevate the customer experience further. To achieve this, they introduced fully automated ordering platforms, including:

• Point of Sale (POS) System
• Self-Service Kiosks
• Mobile Ordering App

These digital solutions were meticulously designed to integrate with Omusubi 's in-house developed omusubi vending machines, ensuring a seamless and efficient ordering process for customers.

Current Challenge:
In light of Hong Kong's economic slowdown, Hana-Musubi has faced a decline in sales growth. In this competitive landscape, the brand increasingly relies on its loyalty program to drive repeat purchases and sustain revenue.

Prizm's CRM and data-driven loyalty strategies play a pivotal role in assisting Hana-Musubi to:

• Increase customer retention through personalized rewards and promotions.
• Encourage higher purchase frequency via targeted engagement campaigns.
• Optimize marketing spend by leveraging customer insights from Prizm’s analytics.

By continuously refining the loyalty ecosystem, Prizm ensures that Hana-Musubi remains a preferred choice for Omusubi enthusiasts in Hong Kong, even amid challenging economic conditions.

The Strategy

To enhance customer loyalty and drive repeat purchases, we developed a dynamic loyalty program with the following key components:

1. Personalized and Rewarding Offers
   • Tailored Discounts & Bundles
   • Tiered Rewards
   • Gamification Elements
2. Prepaid Membership
   To improve cash flow and customer commitment, we introduced:
   • Prepaid Credit Packs
   • Exclusive Member-Only Deals

Win-Win Outcome is expected:

1. • For Hana-Musubi: Stabilized revenue stream and improved liquidity.
   • For Customers: Enhanced value and convenience.
2. Discount Card Subscription
   To cultivate long-term engagement, we launched a subscription-based discount card:
   • Monthly/Annual Plans: Subscribers pay a fixed fee (e.g., $50/month) for unlimited discounts (e.g., 10% off every purchase).
   • VIP Perks: Subscribers gain early access to exclusive omusubi and events.

This approach helps predict revenue while fostering brand loyalty.

1. Data-Driven Marketing
   Utilizing customer lifecycle analytics, we implemented targeted marketing initiatives:
   • Segmented Campaigns: New customers receive exclusive offers, while loyal members get personalized discounts.
   • Behavior-Based Triggers: Automated reminders and offers are sent based on customer behaviors (e.g., cart abandonment).
   • Preference-Based Recommendations
2. Streamlined Purchase Experience
   To enhance convenience, we focused on simplifying the ordering process across all touchpoints, including:
   • Pre-order and Skip Queue Options: Minimizing wait times

The Execution

To successfully implement Hana-Musubi’s digital transformation and loyalty strategy, Prizm adopted a phased, data-driven approach based on four core principles:

1. Start Small – Pilot Testing Under "Omusubi" Brand
   We launched the new loyalty program and automated ordering systems under the "Omusubi" sub-brand to:
   • Minimize risk
   • Gather early feedback
   • Refine mechanics

Key Actions:

1. • Launched initial engagement drivers like Stamp Cards and Missions.
   • Introduced self-service kiosks in select locations.
   • Monitored adoption rates and customer feedback.
2. Quick Test, Analyze, Enhance – Iterative Rollout
   Features were deployed incrementally for continuous optimization:
   • Phase 1: Launched Stamp Card & Missions to drive trial and measured redemption rates.
   • Phase 2: Introduced a Loyalty Points System, tracking member retention and average spend.
   • Phase 3: Tested a Prepaid Wallet in high-traffic stores, monitoring cash flow impact.
3. Data-Driven Decision Making
   Every initiative was tracked and analyzed in real time:
   • Evaluated coupon efficiency, member growth, and customer lifetime value.

Actions Taken:

1. • Adjusted discount structures based on redemption patterns.
   • Scaled successful campaigns (e.g., "Double Points Week").
   • Paused underperforming features to reallocate resources.
2. Hyper-Personalization
   We implemented dynamic customer profiling for targeted marketing:
   • Behavioral Tagging
   • Preference-Based Automation
   • Lifecycle Marketing
3. Scaling Success – Full Brand Rollout
   After validating the model with Omusubi, we expanded the loyalty program to all physical stores, integrated mobile ordering and kiosks chain-wide, and launched subscription plans as a premium retention tool.

Key Takeaway: By starting small, iterating quickly, and using data to guide decisions, we ensured maximum ROI on every investment.

The Sparkling Spots

The strategic partnership between Hana-Musubi and Prizm has significantly enhanced customer engagement and sales performance. Here are the key achievements:

1. Continuous Innovation – New Features Every Season
Hana-Musubi’s loyalty ecosystem evolves to keep members engaged:

• Phase 1: Stamp Card & Missions for trial engagement.
• Phase 2: Points System & Prepaid Wallet for rewards.
• Phase 3: Online Ordering & Subscription for convenience.

Latest Additions:

• • Personalized "Musubi of the Month" based on AI recommendations.
  • Family Sharing Plans to extend rewards to group purchases.

Result: Sustained excitement among members and a competitive edge in Hong Kong’s fast-moving F&B market.

2. Data-Powered Personalization – Smarter Marketing
Utilizing AI-driven insights, Hana-Musubi delivers:

• Hyper-relevant promotions (e.g., "Your favorite salmon omusubi is back! +10% off").
• Automated replenishment reminders (e.g., "Time to restock? Your tuna mayo awaits!").

Impact: Higher redemption rates on targeted offers and reduced churn through personalized retention campaigns.

3. Omnichannel Excellence – Seamless Experience Everywhere
Members enjoy a unified experience across:

• Self-Service Kiosks for fast checkout with rewards.
• In-Store & Delivery options for flexible fulfillment.
• Upcoming web ordering for pre-orders and point accumulation.

Key Benefit: Consistent value across all engagement channels strengthens brand loyalty.

The Result

1. Rapid Growth of Member Base – 1 in 3 Transactions from Members
2. Members return 2.5 times more frequently than non-members.
3. Higher Spend per Visit – Members Spend 20% More Than Non-members