The Big Picture
If you’re running a café, bar or restaurant in the UK right now, you already know the reality: wages are rising, energy bills are stubbornly high, and customers are becoming more selective.
But rather than simply tightening belts and hoping for better days, the smartest operators are making four strategic pivots — small, evidence-based changes that collectively make a huge impact.
In this article, we’ll look at what those pivots are — and how technology such as WeReward can help you turn pressure into opportunity.
Pivot 1 — Labour & Staffing
Smarter strategies, not just higher costs
One of the biggest pressures this year is staff cost. With wage rises and national insurance contributions increasing, operators are feeling the pinch. According to CGA Strategy, the UK hospitality sector recorded a net decline in venues during the first half of 2025, with staffing and cost pressures cited as key reasons.
Traditional logic says more customers = more staff. But when overall footfall is uncertain, that equation no longer works.
What to do differently:
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Optimise your schedules. Use booking and sales data to match staff to demand, not habit.
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Flatten your peaks. Reward customers who visit off-peak times through your loyalty platform, keeping income steady while reducing overtime costs.
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Upskill, don’t over-hire. Encourage hybrid roles (bar + service + social media) to increase flexibility and retention.
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Focus on profitable customers. Use WeReward’s data insights to identify and engage customers who spend more and visit more often.
Image cue: smiling barista scanning a customer’s digital loyalty QR code — the visual link between people and tech.
Pivot 2 — Energy, Utilities & Overheads
Reduce the squeeze and shift behaviour
Even outside labour, the cost stack is growing: electricity, water, business rates, waste disposal.
UKHospitality reports that London footfall dipped in H1 2025 and promotional activity spiked as operators fought for share — a clear sign that margins are tightening.
What to do differently:
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Reward off-peak visits. Offer double points for mid-afternoon or early-morning visits when utility and staffing costs are lower.
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Track what works. Use your loyalty dashboard to see which promotions drive repeat visits and which times of day bring the best margins.
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Design campaigns that support sustainability. “Bring-your-own-cup Wednesdays” or “No-waste Fridays” can be marketed through your app — saving both cost and goodwill.
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Think data-first. The more you know about when customers come, the more you can align promotions with your lower-cost operating windows.
Pivot 3 — Customer Value-for-Money & Experience
Move from deal to differentiation
Consumers are cautious: almost half of UK diners plan to eat out less often this year. Discounts and promotions have exploded across restaurants and delivery apps — but that race to the bottom is dangerous.
Instead of relying on endless 10%-off deals, build perceived value through personalisation and belonging.
What to do differently:
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Tailor your offers. Reward loyal customers with exclusive treats rather than blanket discounts.
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Encourage habits. “Visit three times this month and your fourth coffee’s free” builds routine and retention.
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Make rewards experiential. Offer “members-only” tasting events or early-bird reservations for loyalty users.
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Gather data, not just redemptions. Every scan, reward or click teaches you what your audience values.
With WeReward, cafés can shift from reactive discounting to proactive engagement — rewarding customers for behaviour that benefits the business.
Pivot 4 — Digital & Technology
Turn your tech from a cost centre into a profit driver
Technology investment is often seen as optional — but in 2025 it’s the difference between guessing and knowing.
PWC’s UK Hotel Forecast stresses the need for operators to “optimise operational efficiency” and “embrace digital innovation” to offset rising costs.
What to do differently:
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Connect systems. Integrate loyalty with your POS/EPR so sales, rewards and analytics all align.
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Measure impact. Track redemption rates, repeat visits, and average spend uplift via dashboards.
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Promote strategically. Use app notifications to drive off-peak visits or highlight new menu items.
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Prove ROI. Show that each campaign delivers measurable profit — not just clicks.
When you demonstrate how digital loyalty drives actual financial return, technology stops being a luxury and becomes a necessity.
Image cue: screenshot mock-up of a WeReward insights dashboard showing “Repeat Visits ↑ 28%” and “Off-Peak Revenue ↑ 19%”.
How These Four Pivots Connect
None of these actions stand alone. They reinforce one another:
|
Pivot |
Benefit |
Interaction |
|---|---|---|
|
Staffing |
Reduced labour waste |
Better forecast from loyalty data |
|
Energy |
Lower per-cover cost |
Off-peak incentives fill quieter slots |
|
Customer Experience |
Higher retention |
Personalised offers keep engagement high |
|
Digital Tech |
Better data, better ROI |
Proof of impact drives smarter investment
|
The thread that ties them together? Data and loyalty.
Your customers’ behaviour becomes your compass — guiding staffing, offers, and operational decision
Mini-Case:
The Off-Peak Loyalty Boost
A local café runs 8 am–9 pm daily. Between 3 pm and 5 pm, seats sit empty but costs remain fixed.
Through its WeReward app, the café sends a campaign:
“Weekday 3-5 pm Happy Hour — show this reward for a free slice of cake with any drink.”
Results:
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120 customers redeemed the offer in one month (up from 70 previously).
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65 % returned again within two weeks.
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Incremental revenue increased by 18 %, with negligible extra labour cost.
The takeaway: by combining loyalty data and cost-control logic, they turned dead hours into profitable hours — without extra marketing spend.
Metrics That Matter
For any operator, measurement is key. The following metrics show whether your pivots are working:
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Repeat-visit rate – % of customers returning within 30 days.
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Average spend per repeat customer – identifies loyal high-value guests.
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Redemption rate – how many offers convert into visits.
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Off-peak occupancy – tracks whether campaigns flatten the daily curve.
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Incremental spend uplift – revenue generated vs baseline.
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ROI on loyalty tech – margin gained vs cost of platform.
Displaying these in weekly dashboards or reports makes success visible — and helps you focus on what truly drives profit.
Turning Pressure Into Opportunity
The UK hospitality market is under pressure — but with the right focus, the same pressures can become levers for growth.
Labour. Energy. Experience. Technology.
Each area can be optimised with better insight, smarter timing, and loyalty-led engagement.
For businesses using WeReward, that means:
✅ More repeat customers.
✅ Lower per-cover costs.
✅ Smarter use of data.
✅ Real, measurable ROI.
Call to Action
If you run a café, bar or restaurant and you’re feeling the squeeze, now’s the moment to review your four pivots.
Ask yourself:
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Am I using data to optimise staff and costs?
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Do I know who my most valuable customers are?
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Can I prove which campaigns drive real repeat business?
If not — let’s change that.
👉 Discover how WeReward helps hospitality businesses stay profitable in 2025 →
