CASE STUDY

Chick-fil-A increases online revenue through customer engagement and loyalty

Extends legacy of customer focus, community service, business innovation, into digital world.
Project brief

Digital presence extends customer community

Chick-fil-A is known for its signature Chick-fil-A® Chicken Sandwich, served at 2,300 restaurants nationwide. With revenue of $9 billion, 2017 represented its 50th consecutive year of sales growth.

To extend its community-focused corporate philosophy and transform from a crowded informational website to a smart, customer-focused multimedia platform, the company turned to Platinum Sitecore partner and digital-innovation specialist, Arke. Chick-fil-A also joined the Sitecore Xccelerate Program, which helps select customers accelerate the use of Sitecore XP to realize strategic business value.

Chick-fil-A identified three strategic business objectives: to increase engagement, online revenue, and customer loyalty. To optimize customer journeys, Chick-fil-A leveraged Sitecore analytics. Chick-fil-A also used customer insights to prioritize customers’ functional needs. These include access to menu, location and “about” information, along with storytelling content.

About

Chick-Fil-A

Retail

North America

Products

XP

CHALLENGE

Personalize digital interactions

  • Increase customer engagement and loyalty
  • Increase online revenue
  • Extend focus on customer, community service to digital presence
  • Leverage storytelling to inform, engage
SOLUTION

Solutions used

OUTCOME

Leveraged context marketing to personalize digital content

  • Integrated online ordering to increase revenue
  • Through cross-selling, online breakfast catering orders rose 450%; Engagement Value rose 143%
  • Targeted campaigns raised new product page view 44%; catering orders 16%
  • “Fan” customer segment story page views rose 175%; Engagement Value 85%
Download case study
Arke Systems

Arke Systems

Elevate your Expectations
Case Study

Case Study: Dine Brands Global Increases Online Ordering & Revenue

See how Dine Brands Global Increases Online Ordering & Revenue with Sitecore

Case Study: Dine Brands Global Increases Online Ordering & Revenue
Case Study

Case Study: Comgest Increased Customer Engagement With Sitecore

Learn how Congest increased customer engagement with Sitecore.

Case Study

Case Study: MDA National Insurance increased customer engagement, interest and lead conversion with Sitecore

By switching focus from product to customer need and creating a stunning new website and personalized experience, MDA has increased customer engagement, interest and lead conversion.

Case Study

Case Study: Jacksons Fencing Increased Revenue 45% with Sitecore

Learn how Jacksons Fencing used Sitecore to increase revenue 45%, increase website signup up 25% through social & guest checkout and reduce their abandoned rate down to 3%.

Case Study: Jacksons Fencing Increased Revenue 45% with Sitecore
Case Study

Case Study: Oney Bank Increased Customer Engagement With Sitecore

Customers of Oney Bank are getting a more personalized and engaging experience from a new Sitecore website that improves access to information and self-service features.

Case Study

Case Study: Safeco Insurance Increased Engagement by 33% with Sitecore

Learn how Safeco Insurance were able to increase their Engagement by 33% with Sitecore

Case Study: Safeco Insurance Increased Engagement by 33% with Sitecore
Case Study

Case Study: Ecolab Increased Revenue 130% With Sitecore

Learn how Ecolab used Sitecore to achieve year-over-year lift in their web metrics, including revenue from new sales due to web interactions increasing 130% from prior year.

Case Study: Ecolab Increased Revenue 130% With Sitecore
Case Study

Case Study: Feed My Starving Children increased online donations 39% with Sitecore

Learn how Feed My Starving Children used Sitecore to increase online donations 39%, equating to millions of meals for children in need.