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Showing posts with label chipotle. Show all posts
Showing posts with label chipotle. Show all posts

Tuesday, June 29, 2010

Chipotle Rocks


Chipotle is by far one of our favorite picks for lunch here at the MBM office. The food is awesome and the ingredients are always fresh and delicious! If you haven't had their chips and guacamole you are missing out.

Not only do they have really good food, Chipotle gets points for its cool marketing including messages and stories on its bags, an interactive website with easy ordering tools and intriguing billboards. In addition, Chipotle has now launched a social-media and web driven campaign to raise money for a non-profit called The Lunch Box. The Lunch Box is a new initiative from the F3: Food Family Farming Foundation that will offer 100,000 schools nationwide (32 million children) recipes and other tools for implementing healthy, whole foods-based, economical meal programs. The campaign is called "No Junk" and asks Chipotle fans to email them their junk emails at nojunk@chipotlejunk.com.

Here's how it works. For every 100,000 junk emails received, Chipotle will donate $10,000 (up to $50k maximum). The idea behind the campaign is to help people get rid of the junk in their lives and do something good to help others. Pretty cool, huh?

As a marketer, I like this campaign for many different reasons. One, it stays in line with the brand of the company in all aspects of the campaign (the message, the non-profit, etc). Second, it's a great way to raise awareness for the company by focusing on how it gives back to the community while highlighting how the food they offer fits into the "non junk" category. This will hopefully position them in the minds of some consumers who might not have realized that they use only free range meats fed vegetarian diets with no antibiotics, etc. This campaign is also a good example of how to make social media work to promote a brand.

Want to learn more about the campaign? Visit http://www.facebook.com/#!/chipotle?ref=ts.
Or read this article http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=130826.

Tuesday, May 11, 2010

Customer Service & Empowerment


OK, those are words that we all hear too often in the business world. We need to "exceed customer service expectations" and "empower our employees" to make decisions. Just yesterday we were talking about these in the context of storytelling, and by example the Nordstrom tire return story. Maybe it's true, maybe it's not - either way, it's a powerful story that's repeated often as a shining example not just of customer service, but also of employees who are empowered to make decisions regarding how to treat their customers.

Today at the Willow Lawn Chipotle, I experienced the same customer service and employee empowerment. And I swear it's true. I'd faxed in our order, called to confirm receipt and headed over to pick up the order. I was a few minutes late picking it up. The guy at the counter said the order wasn't received, did I call to confirm? "Yes, I did." And off he went to find our order, jump onto the line, make the food himself and deliver it to me in record time. And then the zinger: "no charge," he says. "I've got this covered. Really. Sorry about your wait, come back again soon."

Wow. I was stunned. I offered again to pay, then thanked him, and was so flustered I left without picking up napkins or forks (which are essential for Chipotle). I headed back to the office, still shaking my head over this encounter with customer service, and employee empowerment. I mean, this is basically a fast food restaurant and this guy wasn't even the manager.

If Chipotle can get it right, then there's no excuse for the rest of us not doing so.