challenge

Carl’s Jr and Hardee’s brand, all fold underneath the CKE Corporate umbrella. With over 1,200 restaurants, and locations from California to Kentucky, it became a crucial mission to understand the customer journey experience. From online, drive-thru, pre-sell, walk-in, pick-up or delivery, the brand learned to out smart & not out spend their competition.

approach

Transformation is inevitable. Change requires new understanding of the “WHY.” These are always starting points to the “CUSTOMER JOURNEY” process. Listening to owners and operation teams, C-Suite and customers, were all interviewed and observed. Mintel trends teams shared endless decks of data, to help shape a strategy that would fall under two stars.

results

Understanding how “Hard it was to be our CUSTOMER” led us to many TRUTHS on our journey. All of the elements needed to be unique and deliver our “SELL & TELL” content. Concepts were tested, new formats and printing were tested, messaging platforms and digital menu board technology were utilized to create a unified & simplified journey that resulted in an increase per check per customer.