Driving Revenue Growth for a Renowned Milkshake Brand – High-Street Delhi Outlet Audit

Client Overview

A renowned milkshake brand in India, widely loved for its iconic beverages and youth appeal, operates across premium high-street and mall locations. With growing competition in the F&B sector and a dynamic consumer base, the brand sought sharper strategies to improve daily footfall, average order value (AOV), and ad performance at one of its flagship high-street outlets in Delhi.

Problem Statement

Despite strong brand equity, the high-street Delhi outlet faced three major challenges:

1. Flat Footfall – Daily walk-ins averaged 20 customers/day, limiting revenue growth potential.

2. Low AOV – Most orders were single-item purchases (a milkshake or dessert), with minimal cross-sell or bundling.

3. Underperforming Ads – Paid campaigns were driving clicks, but conversion rates were stagnating, reducing marketing efficiency.

The outlet needed a psychology-driven, customer-first intervention that could create measurable revenue impact quickly.

WCT Intervention

What Customer Thinks Consulting conducted a detailed outlet audit, blending on-ground consumer psychology research with tactical ad and offer redesign.

Step 1: On-ground Research & Customer Decoding

• Engaged with different customer segments — first-timers, occasional sit-ins, and loyalists.

• Found that bundling opportunities were underleveraged; customers wanted value + variety, but weren’t being nudged toward it.

• Identified emotional drivers: nostalgia (groups), indulgence (solo buyers), discovery (new-age customers).

Step 2: Offer & Bundling Strategy

• Designed combo bundles (milkshake + dessert, friends’ packs) that increased perceived value.

• Used psychological price anchoring and naming strategies to make bundled purchases feel like “smarter choices.”

Step 3: Ad & Messaging Optimization

• Audited running ads and discovered a gap between customer decision language vs. brand communication.

• Reframed ads to highlight value, exclusivity, and emotional benefits.

• Optimized CTAs and urgency triggers to shorten decision cycles.

Step 4: Rapid Testing & Implementation

• Implemented revised offers and ad creatives at the Delhi outlet.

• Tracked performance across footfall, AOV, and ad conversion metrics over 20–30 days.

Impact Delivered (Last 30 Days)

1. Footfall Surge

• Average daily walk-ins grew from 20 customers/day to 28–32 customers/day.

• This reflected a 40–60% increase in outlet traffic.

2. AOV Growth

• 32% jump in Average Order Value (AOV) through bundling strategies.

• Customers shifted from single-item to bundled purchases.

3. Ad Conversion Lift

• Reframed ads delivered a 14% increase in lead-to-customer conversions in just 20 days.

• Conversion efficiency improved significantly without increasing ad spend.

4. Overall Revenue Uplift

• The combination of higher footfall, higher AOV, and better ad conversions generated a multi-dimensional revenue uplift.

• Additional uplift continues to be measured as new patterns settle in.

Key Takeaways

• Psychology-first = faster wins: Deep consumer decoding helped unlock growth levers invisible to standard audits.

• Bundling drives AOV: Customers embrace value-driven upselling when framed as natural choices.

• Ad insights outperform design tweaks: Understanding customer psychology lifted ad efficiency without extra spend.

Conclusion

Through What Customer Thinks’ high-street outlet audit, the milkshake brand achieved measurable impact in just one month — from stagnant footfall to rising AOV and sharper ad conversion rates.

This case demonstrates how customer psychology, when translated into tactical strategies, delivers revenue uplift faster than traditional brand or agency approaches.