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

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.