Chipotle's Senior Director of Loyalty and CRM, Jason Scoggins, shares how the fast-casual giant built a highly successful loyalty program from the ground up, now boasting over 20 million members. This episode highlights the importance of a "launch and learn" approach, leveraging cross-industry experience, and using data to personalize the customer journey and drive program growth. Essential listening for any ecommerce professional looking to build or optimize their customer retention strategies.
Key takeaways
Implement a "launch and learn" strategy for loyalty programs, iterating and improving based on initial performance and customer feedback.
Leverage cross-industry experience in loyalty and CRM to bring fresh perspectives and innovative ideas to your brand.
Utilize both digital and in-store customer data to create highly personalized experiences within your loyalty program.
Consider community building as a future driver for loyalty, fostering connections among your most engaged customers.
Embrace technology to scale personalization efforts and efficiently manage a growing loyalty program.
This episode was recorded at CRMC 2022 in Chicago. In episode 360 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Jason Scoggins, senior director of loyalty and CRM at Chipotle Mexican Grill, an American chain of fast casual restaurants operating over 3,000 locations across five countries. Listen in as Scoggins discusses his professional background in customer loyalty…
