How McDonald’s delivers memorable experiences in more than 100 markets
The need to understand customers and deliver loyalty initiatives that suit every market
Creating seamless and memorable customer experiences requires a deep understanding of your customers. Loyalty programs are a great way to gather data and work best when leveraged in conjunction with external data sources to understand what affects your CX and how you can improve it.
During a CXN Live: Predictive CX 2023 session, Tarv Nijjar, global senior director of CX transformation for data and analytics at McDonald’s, spoke about the brand’s efforts to build a successful loyalty program and ensure it is leveraging its data correctly.
Nijjar explained how McDonald’s strived to deliver memorable and seamless experiences to its customers by making customer journeys as seamless as possible at every moment of truth.
Nijjar also talked about the brand’s efforts to capture a 360-degree view of its customers, sharing details on how loyalty programs have been rolled out at speed to more than 50 markets. He also discussed the challenges of building customer profiles and delivering appropriate loyalty programs to each market at scale.
