CASE STUDIES Chipotle: adding the right ingredients for future connections EXPERTISE Customer experience INDUSTRY Retail & Consumer Goods LOCATION US Chipotle partnered with us to explore emerging food trends, identify new marketing approaches and discover innovative menu possibilities, leading to advertising strategies that authentically connect with younger diners. Outcome 1: Developed menu innovations Outcome 2: Enhanced customer experiences Outcome 3: Created marketing campaigns that authentically connect with younger audience The Challenge The fast casual dining landscape has undergone a dramatic transformation, with shifting consumer preferences reshaping what diners expect from their restaurants. Chipotle sought to better understand and adapt to these changes in order to connect more meaningfully with Gen Z and millennial consumers. The Approach We conducted a comprehensive analysis of the modern food landscape, exploring everything from domestic cooking habits to influencer trends and culinary innovations, using cultural insights, semiotics, and trends research. We complemented this with online journaling among Gen Z and millennial Chipotle customers to deeply understand their shifting category inspirations, expectations and unmet needs. The Impact The research gave Chipotle deep insights into evolving attitudes toward food and dining, enabling them to develop menu innovations, enhance customer experiences and create marketing campaigns that authentically connect with younger audiences. Customer Experience Consulting You may also like Retail & Consumer Goods Chipotle: adding the right ingredients for future connections Retail & Consumer Goods Metacore: up-levelling mobile game creative for millennial women Retail & Consumer Goods Bel Group: fostering a unified culture to enable innovation View more Get in touch Not sure where to start? We can solve your toughest challenges. Whether it’s supercharging your customer experience, building platforms to fast forward your movement to digital, transforming your internal operations to boost efficiency and cut costs, or anything in between. We have the tools and expertise. Ready to get started? Fill in a few details and we’ll get in touch as soon as possible. Maria Vallis Partner
