Reinventing the Corner Deli and Increasing Customer Loyalty at Jersey Mike's
In this case study
Situation
Massive shifts in consumer behavior are changing the way loyalty is won, lost and retained for restaurants. Retailers of all kinds must embrace these changes and meet customers on their own terms.
WWT created a digital experience that is easy, fast and delightful to use so that Jersey Mike's could swiftly meet the evolving needs of their customer and sell more subs.
Solution
Jersey Mike's needed a mobile app that can adapt to meet the needs of the business.
When COVID-19 limited in-store traffic, WWT's mobile app enabled Jersey Mike's not just to survive a pandemic, but to thrive during it with record-breaking online activity and a market-leading digital experience.
- Increased customer loyalty and return visits
- Scalable across 1,900+ store footprint
- Improved customer insights
- Decreased friction in front of and behind the counter
"We saved the company with this app," said Jersey Mike's CIO Scott Scherer.
Outcomes and benefits
Drive Key Actions: A streamlined ordering process that seamlessly integrated the in-store and online experience made it easy for customers to place orders.
Increase Repeat Visits: A targeted approach that emphasized personalization made loyal customers more loyal while converting fringe visitors to regulars.
Enhance Customer Value: Revenue grew 10 percent during COVID thanks to the app's ability to nurture the customer journey and relationship.
Areas of expertise
Transformation isn't simply a technology decision. Such undertakings demand the right mix of technology, people, capabilities and areas of expertise which WWT has, including, but not limited to:
- Digital strategy
- UX strategy and design
- Application development
- Quality assurance (QA)
- Continuous delivery (CI/CD)
- Strategy and assessments
- Automation and testing
- DevOps
- Data and analytics
- AI and machine learning
How we did it
With over 30 years of experience helping the world's largest companies and government entities, we've learned digital transformation and IT modernization thrive in the space between:
Our deep domain expertise cuts across business and technology. Our ability to extensively test solutions and deploy them at scale allows us to both advise and execute to create new realities for our customers.
Here's how we did it for Jersey Mike's:
We connected order makers to order takers.
Prior to working with WWT, Jersey Mike's had a fractured and incomplete understanding of its customers and their behaviors. We created customer personas, developed journey and friction maps and studied the competition before tying it all together to craft a pragmatic roadmap that would lead to a best-in-class mobile experience.
We used customer feedback as our north star.
Business and technology leadership often have different perspectives but tend to align around the customer voice. We took extensive customer and franchise owner feedback and translated it into a scalable, secure mobile experience that streamlined the ordering process and extended customer lifetime and value.
We considered the store of the future.
The No. 1 priority was to remove friction throughout the buying journey. We worked exhaustively to identify friction points and turned them into opportunities and delivered Jersey Mike's an app built to tackle the challenges of today and prepped to meet the demand of tomorrow.
How can we help you?
WWT's outcome-based approach to agile software development and engineering delivers customer value early and often. We capture iterative feedback to guide decisions and produce impactful solutions at the speed of your business. We can:
- Solve your toughest challenges by leveraging experts with the experience, discipline and track record of implementing complex custom applications that provide real value.
- Untangle complex software development efforts to enhance your ability to respond to market changes quickly and take advantage of new technologies.
- Upskill and transform your development teams by educating them on techniques and processes proven to generate quality, maintainable solutions that last.
- Close skills gaps and complement your organization's own software development initiatives by tapping into our deep pool of talented developers.