Archive for the “Guest Engagement” Category

What Is the Lifeblood of Your Mobile Strategy?

I recently sat down with my fellow product manager, Joel Udwin, to talk about where our worlds collide: integrating mobile at the point of sale. We like to think that a mobile strategy is placed in the pocket of the consumer, but it doesn’t stay there – mobile engagement must integrate with in-store operations to be successful. Joel, who manages our mobile products, explains why:

Q: Why is a POS integration important when it comes to mobile engagement?

A: Wow, Paige. I thought that since we worked together, you would give me easy questions, but you just knocked it out of the park. [Chuckles] I don’t like bucketing mobile into this separate silo of mobile engagement. When we talk about mobile engagement, we are really just talking about guest engagement. At restaurants and convenience stores, a large portion of customer engagement occurs at the point of sale, where most transactions take place today. Implementing an engagement strategy without considering your point of sale is like driving a small car on an icy road – you’ll move around, but you won’t necessarily be able to control where you are going. Basically, if your engagement program doesn’t translate at the POS, your employees will be too frustrated by it to evangelize it, and your guests won’t want to use it. Successful mobile engagement programs need to work in harmony with point-of-sale technology and operations.

Q: How can mobile speed up service? […]

What Chipotle Did Right (and Wrong) in Its First-Ever Loyalty Program

For a quite a while, Chipotle executives didn’t believe loyalty programs were for them. In fact, Mark Crumpacker, CCO/CDO of Chipotle, said in September 2015*, “We don’t believe the general supposition that loyalty will make less frequent customers more frequent.”

However, from the fourth quarter of 2015 into the early second quarter of 2016, Chipotle had a few health scares that contributed to its stock prices — and sales — to take a tumble.

In summer 2016, Chipotle was ready to rethink its stance on loyalty programs and launched its Chiptopia Summer Rewards, a three-month tiered loyalty program.

It’s reasonable to assume, based on the structure of the program (that we’ll cover next) and the business challenges they were experiencing, that
Chipotle’s motivation in creating its loyalty program was to increase visits.

Note: Before we go any further, we want to make it clear that Chipotle is not a client of Paytronix. This blog post is designed to analyze the Chiptopia program, share what worked and what didn’t, and help you think — or rethink — your own loyalty program.

The Chipotle Loyalty Program Structure: How It Worked

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What Are Brands Getting Wrong About Content Marketing?

An Interview with Content Marketing Professor Neil Feinstein

Content marketing professor and consultant Neil Feinstein has helped brands like Disney, American Express, and The New York Times improve their marketing efforts via social media, email, and mobile. In a recent interview, Neil provided insights from his years of experience that you can use to leverage content to bolster your own marketing efforts.

Paytronix: What are brands getting wrong about content marketing?

Neil: Too many brands align their marketing strategies with themselves, and not their customers. For a consumer interaction to be meaningful, it needs to be based on a consumer insight. What does the customer care about? Why should the customer care? Before marketers push out content, before they start tweeting or blogging or gramming, they need to understand the customer and then build a strategy that aligns with his/her expectations – not the business’s.

Paytronix: If that’s the case, what are most brands getting right about content marketing? […]

Think Like Domino’s – Become a Tech-Focused Brand

Keeping your guests engaged in 2017 and beyond means having the right technology to provide a seamless digital customer experience. These days, it’s said that you need to be more than a restaurant, you also need to be a technology company. There are steps your restaurant can take to enter the technology realm and provide the digital experiences that will compel guests to choose your brand.

Domino’s Pizza® has earned its reputation as a technology company by innovating the way it connects with its customers. In 2010, a change in leadership brought forward a tech-minded philosophy, and the results speak for themselves. Domino’s same store sales grew by 12 percent in 2015 alone, and the stock price has grown from $3.15 in late 2008 to $177.94 as of the writing of this article, so it’s safe to say its technology investments are paying off!

So what does Domino’s Pizza do so well? Here are three critical elements of Domino’s digital-focused guest engagement strategy that you can follow: […]