ENHANCING THE CUSTOMER EXPERIENCE
BUSINESS PROBLEM
A prominent player in the U.S. pizza industry, holding the top sixth spots in terms of revenue and number of locations, was seeking to transform their stagnant sales to a WOW customer experience. Most guests were one-time visitors, and a historic punch card system was the franchisee’s reward system backbone. The organization realized they needed help to make the big leap to implement a loyalty strategy to drive customer retention, increase order frequency, and enhance customer engagement.
OUR APPROACH
To accelerate progress and drive alignment, we launched a structured, phased execution plan focused on stakeholder engagement, vendor selection, testing, and operational rollout.
1. Schedule Acceleration
To quickly kick start and build momentum with key stakeholders, a request for proposal was drafted within the first 10 days. Over the subsequent four weeks, vendor evaluations were executed, capability demos completed, and technology partner was selected. At the six-months mark, hardware had been procured and installed, and beta testing had begun at five percent of stores.
2. National Retail Store Rollout
Applying the learnings in beta testing, the deployment to over 1400 stores, by region, over a three-month period was an astronomical success with team members, owners, crew members, and guests.
3. Phased Approach - Mobile App
To reduce implementation risks, increase user adoption, and allow time for training, the mobile app was a phase 2 deployment. Substantial testing was completed on different platforms (i.e. Android and iOS), versions (all active and supported), user flows, and thousands of use cases. We led daily stand-up meetings, weekly bug scrubs and defect prioritization sessions, and two-week sprint planning workshops.
4. Robust Change Management Plan
To ensure visibility, the leadership team was consulted weekly and owners were briefed quarterly. These communications were all part of the change management and project plan developed and approved by key stakeholders.
SERVICES PERFORMED
Customer Experience Assessment & Enhancement
National Retail Store
Training & Deployment
Technology Selection, Integration & Implementation
Loyalty & Retention
Digital Transformations
Mobile App
Development & Launch
VALUE DELIVERED
Spearheaded the national rollout of an advanced guest rewards system, driving sign-up rates over three times the industry norm and unlocking personalized, tech-enabled engagement for customers, staff, and franchise owners.
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Implemented and launched a state-of-the-art loyalty platform across 1,400 stores nationally.
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The industry guest loyalty sign-up rate is between four and eight percent. The client loyalty solution deployed achieved an average of 25% text sign-ups.
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Provided client with access to enable one-to-one communications, such as Artificial Intelligence (AI) and Machine Learning, all while creating a WOW experience for guests, owners, and crews.
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