Customer Journey Mapping for experience for the hospitality industry specifically the fast food sector. Denis Kabashi, Daniela Anusca, Boris Kozeli

1. TheMarketingShow:
Hospitality
Industry-
FastfoodSector

2. CHipotlemexicangrill

3. Briefoutline
● Founded in 1993 by Steve Elles
● Simple Idea:
○ Show that food served fast
didn’t have to be fast
food.
● Fast casual, fresh Mexican
food.
○ Burritos, tacos, burrito
bowls, salads.
● High quality raw ingredients,
classic cooking techniques,
distinctive interior design.
● “Food With Integrity”
commitment
○ Using naturally grown
ingredients
○ Serves more naturally
raised meat than any other
restaurant chain.

4. Values

5. TouchPoints
● Super-fast service
● Personalized customer
service
● Soothing, relaxing vibe ● Unique Packaging

7. Briefoutline
● Founded:1946
● S. Truett Cathy.
● Mostly in southeastern United
States.
● Company’s culture influenced by
its devoted founder’s Southern
Baptist beliefs.
○ Lead to the chain’s distinctive
features: closed on Sunday’s
and holiday’s.
● Visible example of religious
principles and practices:
○ Donate over $5 million to
groups that opposed same sex
marriage

8. Mcdonalds

9. Briefoutline
Founded: 1955
Ray Kroc
All over the World
People Centric
Individual Learning
Organizational Learning/Feedback

10. values
Teamwork Community Integrity

11. touchpoints

12. MeetMary

13. Feeling:hungry,bored
Thinking:“iamwonderingwhatjaneisdoing”
Doing:chattingonfacebookwithjanetoseeif
shewantstograbsomethingtoeat

14. JIM

15. Feeling:hungry,bored
Thinking:“iamwonderingifthekidsareupto
goingout”
Doing:talkingtothewifeaboutgoingtoa
restaurantwiththekids

16. FRED

17. Feeling:hungry,tired
Thinking:“wherecouldigetsomethingquickto
eat”
Doing:lookinguponlinenearbyfastfood
restaurants

18. RECOMMENDATIONS

19. Crowdmenu

20. “ontheway”

21. “Foodscanner”

22. instantreview

23. Loyaltyexpress
card

24. References:1. 1. http://www.dailyfinance.com/2015/10/02/chickfila-new-nyc-store-national-push/
2. http://www.sas.com/en_us/insights/articles/marketing/a-lesson-in-cu
3. http://www.dailyfinance.com/2015/10/02/chickfila-new-nyc-store-national-push/
http://www.sas.com/en_us/insights/articles/marketing/a-lesson-in-customer-
service-from-chick-fil-a.htmlstomer-service-from-chick-fil-a.html
4. http://www.mcdonalds.com/content/usmobile/en/alert.html?desktopurl=
5. http://www.mcdonalds.com/us/en/our_story/values_in_action.html
6. https://nickirvingpr.wordpress.com/2014/05/26/chipotle/
7. http://www.triplepundit.com/2012/10/chipotle-food-with-integrity/
8. http://retailindustry.about.com/od/retailbestpractices/ig/Company-Mission-
Statements/Chick-fil-A-Mission-and-Purpose.htm
9. http://www.mcdonaldsteel.com/index.php/about-us/mission-vision-and-values
10. http://lizzbenno.blogspot.be/2012/11/mcdonalds-core-values.html