Customer Experience

Client Success Story: The World's Largest Casual Dining Chain - Part Three

In Part’s One and Two, Forethought successfully diagnosed and offered a solution to our client’s previously “unexplainable” revenue decline.

Using our three-step paradigm (Define Value, Deliver Value, Communicate Value) Forethought was able to establish the problem areas of the organisation which required management attention, pinpoint the main customer choice drivers - identifying a key customer defection issue and then support the refinement of the brands’ communications strategy to resolve it.

As a result, the world's largest casual dining chain’s flagship brands achieved the following outcomes:

Brand 1 ended the year with positive momentum:

  • Sales rose 2.8% in the fourth quarter,
    its highest increase since the second quarter of 2011.
  • Domestic same-store sales rose 1.1% during the fiscal year.

Brand 2 recorded their strongest results in a decade:

  • Sales climbed 6.1% during the fourth quarter,
    its highest quarterly increase since early 2004.
  • Sales were positive across all dayparts.

Our client’s share price also rose into the new year following the deployment of Forethought’s new evidence-based customer experience and communication strategy.


Figure 1: Client share price trend

Contact Forethought today to discuss how we can help build your brand.

For more information on this research or any enquiries contact:

Jen Hanson | VP, Client Development | [email protected] | +1 415 987 8260

Tim O’Brien | Senior VP, Consulting | timothy.o’[email protected] | +1 917 825 3503


Forethought is a marketing advisory, strategy and analytics firm supporting clients to drive in-market outcomes via brand, communications, customer experience and offer optimization. Our team partner with leading brands in North America and the Asia Pacific region from offices in New York and Melbourne, Australia. Forethought works with organizations in the B2B and B2C space, including Telecommunications, Aviation, Logistics, Banking, Insurance, Wealth, Retail, Allied Health, Pharmaceutical, Education, Property, Digital, Law, Professional Services and Consumer Goods.

Forethought: 400 Madison Avenue, Level 5, New York, NY, 10017