The Challenge

Marketing spend had no measurement framework, guest data was scattered across disconnected platforms, and campaign activity could not be tied to business outcomes like new customer acquisition or repeat visit rates

Our Solution

Built a connected marketing ecosystem linking the brand's CRM, customer data platform, online ordering, email tools, and paid advertising, with a campaign framework requiring defined audiences, measurable outcomes, and post-campaign reporting

Outcomes

• Shifted marketing from activity-based to performance-based operations
• Segmented campaigns produced measurably higher response rates than broad list sends
• Guest win-back campaigns drove quantifiable re-engagement from lapsed customers

Services Delivered

• Marketing Strategy
• Web Applications
• Technology Advisory

The brand's marketing activity was real but unmeasured. Email campaigns went out to an undifferentiated list. Social content was posted without a documented strategy. Paid advertising was managed without visibility into how ad clicks connected to actual restaurant visits or orders. Promotions ran, but nobody could clearly articulate whether they were working.

The engagement started with a systems audit. Every marketing tool the brand was using - email platform, social accounts, ad accounts, loyalty program, online ordering system, and guest feedback platform - was documented, and the data flows between tools were mapped. The audit identified five platforms not connected to each other, two redundant tools doing the same job, and no consistent definition of what a customer meant across the organization.

The rebuild was architecture-first. A customer data platform was deployed as the central record of guest identity. The online ordering system, loyalty program, and email platform were all connected to it, so that a single customer's order history, communication history, and engagement behavior were visible in one place. Audience segments were created - new guests, lapsed guests, high-frequency visitors, and guests who had made a single visit and not returned - and each segment became the basis for a different marketing approach.

A campaign framework was developed that defined, for every marketing initiative, the target audience, the channel mix, the offer or message, the expected operational impact, the data capture mechanism, and the post-campaign reporting metrics. Running a campaign without a framework was no longer acceptable.

Win-back campaigns targeting guests who had not visited in 60, 90, or 120 days were launched for the first time. Response rates on segmented campaigns consistently outperformed broad list sends. Within the first year, the brand's marketing function was operating with defined audiences, measurable outcomes, and a connected view of guest behavior that had not previously existed.