About

Terra Kaffe is redefining at-home coffee by bringing European-style espresso machines to modern American kitchens. Founded in 2018, the brand offers premium, high-consideration espresso machines designed for customers upgrading from pod systems or comparing against legacy players.

For a young disruptor brand competing in a high-price category, trust and confidence are critical, making word of mouth Terra Kaffe’s most powerful growth engine.

With a deliberate purchase decision and a longer repurchase cycle, staying close to customers across the entire journey from day one through the next machine is essential to sustainable growth.

Challenges

Terra Kaffe’s hero products are both high-deliberation and high price point. Customers are making a sizable investment in leveling up their coffee game, often comparing Terra Kaffe to long-established brands.

While Terra Kaffe’s marketing assets and brand messaging were strong, the team knew that no channel builds confidence quite like a recommendation from a trusted friend or family member.

And with a longer repurchase cycle, the risk of losing customers between purchases was just as critical as winning the first sale.

Their previous referral provider, Yotpo, limited their ability to fully capitalize on this opportunity. The team faced:

• Limited flexibility to tailor referral incentives to a premium purchase
• Poor visibility into referral-driven revenue and ROI
• Operational friction and minimal strategic guidance
• A fragmented customer journey: reviews, referrals, quizzes, surveys and loyalty all living in separate tools with no visibility over the full picture
• No loyalty infrastructure to keep customers engaged between high-consideration purchases

To scale growth Terra Kaffe needed a referral solution and a loyalty program as intentional as the machines they make, with everything connected under one roof.

Solution: Community as a Growth Engine powered by a Connected Platform

Terra Kaffe partnered with Okendo to connect their entire customer journey, bringing referrals, loyalty, reviews, quizzes and surveys under one roof for the first time. The strategy was simple: make every happy customer a growth channel.

With Okendo Referrals, the team was able to:

• Structure high-value referral incentives aligned with their AOV
• Trigger referral prompts after customers had meaningful product experience
• Automate referral reminders via Klaviyo and Kustomer
• Capture and quantify revenue driven by existing customers
• Reward behaviors beyond purchases, waitlist sign-ups, UGC, surveys and reviews
• Unlock exclusive access for top-tier members, early product drops, beta testing and direct lines to the founding team
• Close a feedback loop that feeds directly into what they build next

Okendo enabled Terra Kaffe to offer their community a reason to stay, a reason to share, and a reason to come back.

Terra Kaffe

Referrals Landing Page

View the implementation

Results

• 108x ROI on Referrals
• 8.6% referral conversion rate
• Maestro tier (Top Loyalty Tier) grew by 32% in 1 quarter, representing 16% of total loyalty members, with ~90% retention since day one.
• Loyalty members repeat purchase at 2× the rate (+2 purchases) and 3× for high-frequency buyers (+5 purchases)

Key Takeaways

• Loyalty isn’t a discount program, it’s a growth engine. Reward behaviors beyond purchases, make customers feel like insiders, and stay close between big purchase decisions.
• Word of mouth is your most powerful acquisition channel, but only if you can measure it. Referrals become scalable when connected to the rest of the customer journey.
• A fragmented stack is a growth killer. When your tools don’t talk to each other, you lose visibility over the customer and leave revenue on the table.