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Pizza Hut Retail | EMEA SAP Emarsys Customer Engagement
Retail
As one of the largest global pizza chains in the world, Pizza Hut has spent the last few years developing their cross-channel digital media strategy to drive sales across 380 franchisee owned Pizza Hut delivery huts.
+3x Conversion Increase from real-time behavioral abandoned cart reminders +195% Signups To Pizza Hut’s loyalty program from a single A/B test +15% SMS Orders Achieved through omnichannel approach to onboarding customers
Headquarters United Kingdom
Products Pizza and food chain of restaurants
Web Site
pizzahut.com
Business Challenges • Maintain exceptional customer experience, while keeping up with emerging trends and changing demands • Difficult to determine whether they were using the best pricing strategies, therefore, they needed a 60- degree understanding of their customers to better communicate throughout the customer lifecycle • Data was siloed where understanding what data to focus on was difficult, and bringing it together in a tangible way as overwhelming and labor intensive Customer Benefits • Leveraged data to create critical lifecycle campaigns such as Welcome, Abandoned Cart, Abandoned Browse, and Lapsing Win-Back to achieve a quick time to value and boost their CLTV and loyalty • Increased repeat purchases through custom loyalty program by nudging loyalty contacts to unlock their next personalized reward, informing them of the number of slices of pizza they received from their free pizza • Increased the signups to their loyalty program by connecting their behavioral segments and custom scoring to Emarsys to create differentiated journeys based on lifecycle stages and loyalty status “Delivering customers the right message at the right time via the right channel is paramount to our goal. Using data and personalization, Emarsys enables us to keep our customers at the heart of everything we do, powering vital lifecycle and loyalty campaigns that drive conversions, retention, and relevancy. We look forward to continuing to scale these programs through the Emarsys platform to deliver better experiences to our customers.”
Catriona Woodward Head of Digital Marketing Pizza Hut
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