Redefining fast-casual loyalty, one burrito at a time
How PwC helped Chipotle bring together business expertise, human-centered design experience and technology to reimagine loyalty.
In a world where choices abound, but time is limited, and technology evolves rapidly, it can be challenging to meet consumer expectations and retain and attract customers. However, companies that successfully achieve strong customer attraction have a unique ability to draw in a diverse range of loyal customers who advocate for the brand.
We envision a future where outcome-driven approaches empower your business to become the ultimate customer attractor, aligning core values with customer beliefs and delivering exceptional customer experiences.
Our managed services can help unlock the potential of your business and transform it into a customer-centric powerhouse.
Companies that aren’t focused on customer attraction face the terrifying fact that ~55% of their customers are at risk of leaving tomorrow, our 2022 PwC Customer Loyalty Survey found. Empowered by choice, pressured by time and expecting more and more from their interactions with you, it’s time to understand and invest in the elements that help drive customer attraction.
“What capabilities allow you to attract and keep your customers happy?”
Many organizations exclusively focus on capabilities attraction - developing capabilities that deliver differentiated products, services, or experiences. This is where innovation is key in order to keep up with continuously evolving customer expectations. Think customer insights generation; digital product innovation; process and system digitization; customer experience personalization. In the quest to understand “what” customers will do in given circumstances, capabilities are prioritized around fundamental demographics, or demonstrated customer behaviors.
But adjusting capabilities around customer and competitor moves is no longer enough to sustain customer attraction. To understand the demonstrated behaviors of your customers, you should understand the underlying factors that influence and drive "viewable behavior."
To be a more effective customer attractor, you should also focus on bringing values into the ongoing consumer experience conversation.
How PwC helped Chipotle bring together business expertise, human-centered design experience and technology to reimagine loyalty.
PwC worked with PepsiCo Beverages North America to transform its frontline experience.
The Trevor Project knew millions of LGBTQ youth seeking support and couldn’t afford to wait. Learn how PwC used our BXT approach to help.
Wyndham Destinations’ aspirations to extend and grow the brand beyond the traditional timeshare business isn’t something the company could achieve without knowing their customers better and upending the timeshare buying experience.
PwC’s commerce team has commerce solutions to help improve customer experience and profitability. Learn about PwC’s commerce service offerings.
What is a marketing transformation strategy? Learn how PwC can help you build a customer experience framework to enhance loyalty and boost customer retention.
Accelerate your XaaS transformation from strategy and vision to attraction and loyalty.
PwC’s outcome-driven approach will allow brands to create memorable customer experiences in the metaverses. Learn more about PwC’s Metaverse service offerings.