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Leaders in Customer Loyalty: Brand Stories | Blending Tech and Tradition: How Whataburger Builds Loyalty Across Generations

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Manage episode 498835906 series 3272525
Content provided by Loyalty360. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Loyalty360 or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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From late-night honey butter chicken biscuits to meme-worthy social engagement, Whataburger has cemented itself as a beloved brand with a fiercely loyal fan base. Founded in 1950 by Harmon Dobson in Corpus Christi, Texas, the company was built on a straightforward promise: to serve a burger so big it takes two hands to hold and so good that customers exclaim, "What a burger!"

Today, Whataburger is in the midst of a multi-state expansion, combining its storied heritage with innovative technology and personalized digital experiences. At the center of this transformation is Keith McLellan, Group Director of Digital Customer Experience.

"As the digital customer experience lead, I'm really focused on leaning into that convenience culture and helping our brand understand the future state of our consumers," McLellan explains. "We're trying to drive the outcome of loyalty through just great food and great service."

  continue reading

Chapters

1. Introduction to Whataburger's Brand Journey (00:00:00)

2. Multi-Generational Customer Base (00:04:00)

3. Engaging Younger Audiences (00:05:40)

4. Building Emotional Customer Loyalty (00:06:30)

5. Personalization and Metrics That Matter (00:09:45)

6. Technology Strategy and Partnerships (00:12:25)

7. Future Loyalty Initiatives and AI (00:16:45)

8. Quickfire Questions (00:19:10)

468 episodes

Artwork
iconShare
 
Manage episode 498835906 series 3272525
Content provided by Loyalty360. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Loyalty360 or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

From late-night honey butter chicken biscuits to meme-worthy social engagement, Whataburger has cemented itself as a beloved brand with a fiercely loyal fan base. Founded in 1950 by Harmon Dobson in Corpus Christi, Texas, the company was built on a straightforward promise: to serve a burger so big it takes two hands to hold and so good that customers exclaim, "What a burger!"

Today, Whataburger is in the midst of a multi-state expansion, combining its storied heritage with innovative technology and personalized digital experiences. At the center of this transformation is Keith McLellan, Group Director of Digital Customer Experience.

"As the digital customer experience lead, I'm really focused on leaning into that convenience culture and helping our brand understand the future state of our consumers," McLellan explains. "We're trying to drive the outcome of loyalty through just great food and great service."

  continue reading

Chapters

1. Introduction to Whataburger's Brand Journey (00:00:00)

2. Multi-Generational Customer Base (00:04:00)

3. Engaging Younger Audiences (00:05:40)

4. Building Emotional Customer Loyalty (00:06:30)

5. Personalization and Metrics That Matter (00:09:45)

6. Technology Strategy and Partnerships (00:12:25)

7. Future Loyalty Initiatives and AI (00:16:45)

8. Quickfire Questions (00:19:10)

468 episodes

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