Andy Rebhun, Vice President and Digital Officer for El Pollo Loco, will be participating in this year’s Loyalty Expo as a finalist for the 2021 Loyalty360 Awards in the Mobile-First Customer Experience category.
El Pollo Loco is an LA-Mex fast-casual chain with over 465 restaurants in California, Nevada, Utah, Arizona, Texas, and Louisiana. They put heavy emphasis on blending the SoCal lifestyle with Mexican heritage.
Rebhun spoke with Loyalty360 CEO Mark Johnson about their efforts to evolve as a brand beyond transactional relationships with customers and focus on a personalized rewards experience. These enhancements were rooted in the company interviewing their top 50 loyalists and compiling data on what they liked – and didn’t like – about the restaurant chain.
El Pollo Loco’s latest innovations were twofold: Rebhun says the company focused on changing the signup offer from a reward earned after purchase to one earned immediately upon signing up, while also making it easier to earn rewards currency relative to what the consumer has spent. These improvements helped El Pollo Loco become a customer-centric business specializing in loyalty rarely seen in the QSR industry.
To learn more about the Loyalty360 Awards and the Loyalty360 Loyalty Expo, please visit our website HERE.