Fast-Food CX Overhaul
Boosted customer satisfaction by 22% and repeat visits by 10% through a data-driven CX platform for a fast-food chain.
Client Overview
A national fast-food chain with hundreds of locations and growing competition, seeking to modernize customer engagement and improve satisfaction across digital and in-store channels.
The Challenge
- Stagnant Satisfaction Scores: Customers reported inconsistent service and lack of personalization.
- Disconnected Touchpoints: No unified view of customer behavior across mobile app, in-store, and loyalty programs.
- Slow Feedback Loops: Store managers received outdated, generic reports with little actionable insight.
- Low Repeat Engagement: Loyalty program lacked relevance and failed to drive return visits.
The Solution
I (Danniel Nguyen) led a full-scale CX transformation initiative by building a real-time, data-driven customer engagement system:
Unified CX Data Platform
Consolidated data from POS, mobile app, loyalty programs, and customer feedback into a single profile per customer.
Smart Personalization Engine
Used AI to analyze purchase patterns, visit frequency, and feedback to deliver:
- Targeted promotions
- Personalized in-app recommendations
- Dynamic loyalty incentives based on customer lifecycle stage
Real-Time Feedback Loops
Implemented a live dashboard for each store manager, surfacing trends, NPS shifts, and service gaps — enabling immediate action.
Experience Automation
Triggered automated workflows for follow-ups, coupon offers, and recovery actions based on real-time customer signals.
The Impact
- 22% increase in customer satisfaction (NPS and CSAT)
- 10% growth in repeat visits within 3 months
- 35% boost in mobile app usage for order and feedback
- Faster store-level improvements based on real-time insights
- More effective loyalty campaigns with 3x higher redemption rate
Key Takeaways
- Customer data is the fuel for consistent, high-impact CX
- Personalization and automation drive measurable loyalty gains
- Real-time insights empower local teams to act faster and smarter
Technologies Used
- CDP (Customer Data Platform) with real-time segmentation
- Mobile app integration for behavior tracking and engagement
- AI models for personalization and lifecycle prediction
- Store analytics dashboard with live KPI monitoring
- Marketing automation platform for omnichannel follow-ups
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