Modern-day customers want easy, convenient, and personalised experiences. So, McDonald’s created their ‘MyMcDonald’s Rewards’ customer app to drive digital adoption, build brand trust and help create lifetime customer loyalty. Technology is changing the way we do things and the way we want to do things; learning should be no different.
To support the national launch of the app, their Technology Adoption Consultant approached PeopleUnboxed to develop and deliver a series of webinars to engage their UK teams to help drive restaurant advocacy for the app, with a view to educate and excite too.
Ultimately, we were tasked to upskill key employees to become ‘Digital Gurus’, who championed the digital experience for the customer in their restaurants.
The webinars integrated into the existing learning journey, taking into account the eLearning that formed their initial training, and built upon that.
With a class size of 30 learners, it meant we could positively impact the engagement levels and maximise the opportunities for learners to interact and learn from each other.
In the 10-week period leading up to the app launch, 4 webinars were run per day (across the UK estate) offering a variety of times for employees to choose the most convenient.
We made full use of all virtual learning tools, to maximise engagement and learner experience.
The journey was broken down into 3 paths: Excite, Engage and Embed.
We ended each webinar by asking individuals to make some commitments to becoming a Digital Guru in their restaurant. To make sure these were delivered and upheld, we created a post-session one-pager for them to write down those commitments and display them in their manager’s office to keep front of mind.
Customers have responded well to the loyalty program, and we are already seeing a sharp uplift in customer transactions per day that surpasses that seen in other markets."
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