Chipotle Mexican Grill’s recipe for fulfillment consists of hijacking cultural moments, generously rewarding buyer loyalty and even opening up its first ‘digital-only’ restaurant. However, in accordance considered one of its prime entrepreneurs’ Tressie Lieberman, an important ingredient of all is empathy.
Throughout a pandemic which has seen many eating places wrestle, Chipotle Mexican Grill has seen its digital gross sales greater than triple, and the chain’s chief govt, Brian Niccol, said that he thought digital gross sales may exceed $2.5bn this 12 months, greater than double final 12 months’s complete.
Contemplating, Chipotle doesn’t have a drive by means of like lots of its fast service opponents, this makes the success of its digital activations and app all of the extra essential. It’s even gone so far as to open its first ’digital kitchen’, final week, which is devoted solely to supply and pick-up.
To maintain followers hungry for extra, Chipotle constructed a multi-layered digital-first advertising and marketing platform hinging on social media, an efficient app and an incentive program to develop its base. Tressie Lieberman, vice-president, digital and off-premise at Chipotle, shared the important thing components for the chain’s digital successes throughout The Drum Digital Summit final week.
Lieberman leads a workforce centered on driving the conduct round ordering by means of the app and can also be chargeable for making a group round Chipotle, which incorporates the Chipotle rewards program, in addition to the corporate’s social channels, together with TikTok, Instagram, Twitter and Fb.
“It’s actually about telling that story on a giant stage, constructing the mass consciousness of those new ordering channels, and the digital kitchen, and serving to take away friction to get individuals to strive it,” says Lieberman. “And the best way we’ve carried out that’s by means of creating campaigns that we additionally consider drive tradition and get individuals speaking in regards to the model.”
Unleashing Chipotle’s ‘tradition hunters’
Constructing a hungry on-line fanbase begins with continuously listening to prospects and empathizing with their wants. “We check with our workforce as tradition hunters. They’re on the market understanding what’s taking place on the earth, what persons are saying about our model, and ensuring that they’re extraordinarily clear on what we stand for to provide you with concepts that can resonate with our group,” says Lieberman.
When Chipotle noticed individuals beginning to quarantine it checked out the right way to join with customers. It began with free supply then rapidly added a strategy to convey individuals collectively on-line, known as ‘Chipotle Collectively’, digital lunch events the place celebrities would take part on Zoom and Instagram Dwell and provides away meals.
This included Luke Bryan acting on Instagram Dwell and freely giving Chipotle in addition to having Colton Underwood, the Bachelor and large fan of Chipotle, host Chipotle trivia reside on Zoom. “It’s only a matter of getting on the market and creating content material and studying and getting higher,” she says.
Early successes begat new concepts like having social influencer David Dobrik throw a promenade afterparty like on Instagram and freely giving burritos to first responders and healthcare heroes. “We actually thought, now we have this unimaginable platform as a model. Let’s use that for good and make a constructive affect on individuals throughout a extremely difficult 12 months,” says Lieberman.
That empathetic tactic has gained the chain legions of latest followers, and for the Chipotle workforce, gaining these followers is about tapping into the issues they love, past simply contemporary meals. That features particular days like on Halloween the place individuals costume as much as get Chipotle reductions (this 12 months carried out on-line by means of codes on TikTok), and ’Chi-vote-le’ efforts to drive election consciousness (together with t-shirts that had a scan code on the sleeve to assist register voters).
“We’re continuously desirous about that connection of who we’re as a model,” says Lieberman. “What are we obsessed with? What are customers obsessed with? And the way can we begin to join these dots and inform large tales?”
Rewarding loyalty by way of Venmo
Chipotle knew constructing its Chipotle Rewards program could be key for protecting customers engaged, however its database grew to become much more essential throughout the pandemic. This system has been in place for simply over 18 months and Lieberman stated a part of its attract was the truth that it was debuted in an “surprising method.”
“We really launched this system in partnership with Venmo. The perception was that the one factor higher than free cash is free Chipotle. We created this microsite known as Chipotle Reward Me the place you might go in and enter your info. And we’d really pay you cash in Venmo. So, we form of took over the Venmo feed, speaking about Chipotle rewards and desirous about Venmo by itself proper as a social community,” she says.
That kickstarted this system, which has now reached 16 million members. Now that extra persons are coming to Chipotle by means of the app, it’s pushed extra individuals to grow to be rewards members. “Driving supply, creating tradition, getting individuals their rewards program, we name it the digital flywheel and positively you see the connection factors at each a part of the journey,” says Lieberman.
The corporate will “simply proceed to lean in there and check out new issues and hope to develop our attain,” Lieberman says. “I need extra individuals speaking about us, I wish to have extra fanatics. So, we’re going to maintain form of pushing the tradition in every thing we do.”
Watch Chipotle talk about “transferring on the velocity of tradition“ as a part of The Drum’s Digital Summit right here.