Chick-fil-A revamps customer messaging to deliver personalized content with help of MessageGears / Ansira

The challenge

Chick-fil-A needed to redesign their newsletter to a data-driven, tile-based template to deliver relevant, personalized messages to millions, along with supporting their Chick-fil-A One app that has developed a large community of followers.

They needed real-time, complete data access that allowed for meaningful use, along with a design system that allowed for the creation of dynamic content.

Key metrics

The solution

MessageGears and Ansira formed a tight partnership with Chick-fil-A in order to understand their needs and develop a solution that would accomplish their goals. The message-design system required MessageGears and Ansira to create complex business rules to drive the system, and a way to test the new templates.

The results

Chick-fil-A has a back-end program where individual owner-operators can see their customers who dine with them and send personalized messages: an invitation to an event, alert to inclement weather, or a “just because” free treat with no strings attached.

They can perform constantly rotating location-based tests in order to better determine which strategies to roll out to a larger audience.

They have content modules in their email templates that can be personalized to the end user, including to the extent of personalizing a “Congratulations on your first mobile order” module with a picture of the type of food the customer ordered.

Chick-fil-A has experienced marked improvements across the board:

• 500+ email versions per deployment
• 32 different base segments
• 500% increase in membership
• 20+% increase in conversion rate
• 30% increase in click-through rate
• 17% increase in open rate
• Chick-fil-A won Best Retail Newsletter from Marketer Quarterly 2017