CHALLENGE

Chipotle's CRM wasn't connecting
with customers..

Messages were generic, inconsistent, and easy to ignore. We reimagined the experience from the ground up—combining smarter systems with stronger creative to deliver timely, personalized messaging to millions of members.

CREDITS: Quinton McMillan: Sr. Design, Art Direction
Creative Direction: Becky Kitlan / Art Direction: Clay Needham /
Executive Creative Direction: Jason McCann

SOLUTION

Fresher loyalty program and a flexible visual system..

Using customer data, we created personalized journeys that made every interaction feel more relevant. We launched the Rewards Exchange, letting members redeem points for food and exclusive gear, and introduced Extras badges to reward loyalty. Over the next three years, the program became more than a loyalty platform—it gave people more reasons to come back.

CHIPOTLE DOPPELANGER

If you order the exact same thing,
at the exact same time,
you have a Chipotle Doppelgänger..