Brgrmeister
CX transformation to deliver a multi-channel gourmet experience
CX transformation to deliver a multi-channel gourmet experience
At Arbana, our mission is to revolutionize the shopping experience for individuals in India.
About
Brgrmeister, known for its indulgent burgers, became a favorite among locals and tourists craving an authentic American dining experience. As online food delivery gained momentum, the brand saw an opportunity to expand its reach and bring its gourmet burgers to homes across India. However, replicating the premium dine-in experience in a delivery format posed a challenge.
Key Challanges
Delivering a Gourmet Experience at Home – A gourmet experience is more than just food it is an indulgence that must be carefully curated at every touchpoint. The challenge for Brgrmeister was to recreate their premium experience in an at home delivery format, ensuring that every interaction from ordering to unboxing felt just as elevated as dining in.
Consistency Across All Channels – Brgrmeister needed to create a seamless experience across dine-in, takeaway, third-party delivery platforms, and social media. Maintaining consistency in messaging, packaging, and brand perception was crucial to reinforcing its premium positioning.
Optimising for Third-Party Platforms – Since many customers discovered Brgrmeister through third-party delivery apps, the brand had limited control over how it was perceived. Brgrmeister faced the challenge of standing out in a cluttered marketplace, creating a compelling digital storefront, and maintaining storytelling across these platforms.
Our Solutions
De.SHA Design Lab designed a multi-pronged CX strategy that transformed and seamlessly blended Brgrmeister’s customer experience across digital and physical touchpoints:
Understanding the Customer – We identified Gen Z as Brgrmeister’s core audience, driven by a passion for culinary exploration and high-quality experiences. By analyzing their behaviors and expectations, we crafted a gourmet experience that aligned with their desire for discovery and premium dining.
Customer Journey Mapping – We mapped the end-to-end journey, identifying critical touchpoints to elevate the at-home dining experience. Given the constraints of third-party platforms with limited branding and storytelling capabilities, we crafted a cohesive experience that blended branded and non-branded digital and physical interactions.
Packaging Design – As a key physical touchpoint, packaging played a vital role in reinforcing the brand’s premium identity. We designed packaging that not only preserved food quality but also communicated Brgrmeister’s story through premium aesthetics, making it an essential part of the overall dining experience.
Unique Touchpoints – We extended the brand experience beyond food by creating engagement-driven initiatives such as pop-ups at food festivals, branded merchandise, storytelling postcards, and influencer collaborations enhancing customer connection and reinforcing the gourmet promise
Results
Higher Customer Satisfaction – Customers reported a more enjoyable and premium at-home dining experience, with positive feedback on packaging, food quality, and overall presentation.
Increased Online Sales & Conversion Rates – With improved storytelling, optimized digital touchpoints, and a more compelling presence on delivery apps, Brgrmeister saw a significant uptick in online orders and repeat purchases.
Stronger Brand Positioning – By maintaining a unified experience across dine-in and delivery, Brgrmeister reinforced its reputation as a premium gourmet brand, ensuring customers received the same indulgent experience whether at the restaurant or at home.
Through strategic CX transformation, Brgrmeister successfully bridged the gap between its restaurant ambiance and home delivery, ensuring that every customer interaction whether digital or physical felt indulgent, premium, and true to the brand’s gourmet promise.
Servcies
Services
Services
Research
Customer Insights
Customer Insights
Business Modelling
Journey Mapping
Journey Mapping
Branding
Experience Design
Experience Design
Industrial Design
Touchpoint Design
Touchpoint Design
About
Brgrmeister, known for its indulgent burgers, became a favorite among locals and tourists craving an authentic American dining experience. As online food delivery gained momentum, the brand saw an opportunity to expand its reach and bring its gourmet burgers to homes across India. However, replicating the premium dine-in experience in a delivery format posed a challenge.
Key Challanges
Delivering a Gourmet Experience at Home – A gourmet experience is more than just food it is an indulgence that must be carefully curated at every touchpoint. The challenge for Brgrmeister was to recreate their premium experience in an at home delivery format, ensuring that every interaction from ordering to unboxing felt just as elevated as dining in.
Consistency Across All Channels – Brgrmeister needed to create a seamless experience across dine-in, takeaway, third-party delivery platforms, and social media. Maintaining consistency in messaging, packaging, and brand perception was crucial to reinforcing its premium positioning.
Optimising for Third-Party Platforms – Since many customers discovered Brgrmeister through third-party delivery apps, the brand had limited control over how it was perceived. Brgrmeister faced the challenge of standing out in a cluttered marketplace, creating a compelling digital storefront, and maintaining storytelling across these platforms.
Our Solutions
De.SHA Design Lab designed a multi-pronged CX strategy that transformed and seamlessly blended Brgrmeister’s customer experience across digital and physical touchpoints:
Understanding the Customer – We identified Gen Z as Brgrmeister’s core audience, driven by a passion for culinary exploration and high-quality experiences. By analyzing their behaviors and expectations, we crafted a gourmet experience that aligned with their desire for discovery and premium dining.
Customer Journey Mapping – We mapped the end-to-end journey, identifying critical touchpoints to elevate the at-home dining experience. Given the constraints of third-party platforms with limited branding and storytelling capabilities, we crafted a cohesive experience that blended branded and non-branded digital and physical interactions.
Packaging Design – As a key physical touchpoint, packaging played a vital role in reinforcing the brand’s premium identity. We designed packaging that not only preserved food quality but also communicated Brgrmeister’s story through premium aesthetics, making it an essential part of the overall dining experience.
Unique Touchpoints – We extended the brand experience beyond food by creating engagement-driven initiatives such as pop-ups at food festivals, branded merchandise, storytelling postcards, and influencer collaborations enhancing customer connection and reinforcing the gourmet promise
Results
Higher Customer Satisfaction – Customers reported a more enjoyable and premium at-home dining experience, with positive feedback on packaging, food quality, and overall presentation.
Increased Online Sales & Conversion Rates – With improved storytelling, optimized digital touchpoints, and a more compelling presence on delivery apps, Brgrmeister saw a significant uptick in online orders and repeat purchases.
Stronger Brand Positioning – By maintaining a unified experience across dine-in and delivery, Brgrmeister reinforced its reputation as a premium gourmet brand, ensuring customers received the same indulgent experience whether at the restaurant or at home.
Through strategic CX transformation, Brgrmeister successfully bridged the gap between its restaurant ambiance and home delivery, ensuring that every customer interaction whether digital or physical felt indulgent, premium, and true to the brand’s gourmet promise.
About
Brgrmeister, known for its indulgent burgers, became a favorite among locals and tourists craving an authentic American dining experience. As online food delivery gained momentum, the brand saw an opportunity to expand its reach and bring its gourmet burgers to homes across India. However, replicating the premium dine-in experience in a delivery format posed a challenge.
Key Challanges
Delivering a Gourmet Experience at Home – A gourmet experience is more than just food it is an indulgence that must be carefully curated at every touchpoint. The challenge for Brgrmeister was to recreate their premium experience in an at home delivery format, ensuring that every interaction from ordering to unboxing felt just as elevated as dining in.
Consistency Across All Channels – Brgrmeister needed to create a seamless experience across dine-in, takeaway, third-party delivery platforms, and social media. Maintaining consistency in messaging, packaging, and brand perception was crucial to reinforcing its premium positioning.
Optimising for Third-Party Platforms – Since many customers discovered Brgrmeister through third-party delivery apps, the brand had limited control over how it was perceived. Brgrmeister faced the challenge of standing out in a cluttered marketplace, creating a compelling digital storefront, and maintaining storytelling across these platforms.
Our Solutions
De.SHA Design Lab designed a multi-pronged CX strategy that transformed and seamlessly blended Brgrmeister’s customer experience across digital and physical touchpoints:
Understanding the Customer – We identified Gen Z as Brgrmeister’s core audience, driven by a passion for culinary exploration and high-quality experiences. By analyzing their behaviors and expectations, we crafted a gourmet experience that aligned with their desire for discovery and premium dining.
Customer Journey Mapping – We mapped the end-to-end journey, identifying critical touchpoints to elevate the at-home dining experience. Given the constraints of third-party platforms with limited branding and storytelling capabilities, we crafted a cohesive experience that blended branded and non-branded digital and physical interactions.
Packaging Design – As a key physical touchpoint, packaging played a vital role in reinforcing the brand’s premium identity. We designed packaging that not only preserved food quality but also communicated Brgrmeister’s story through premium aesthetics, making it an essential part of the overall dining experience.
Unique Touchpoints – We extended the brand experience beyond food by creating engagement-driven initiatives such as pop-ups at food festivals, branded merchandise, storytelling postcards, and influencer collaborations enhancing customer connection and reinforcing the gourmet promise
Results
Higher Customer Satisfaction – Customers reported a more enjoyable and premium at-home dining experience, with positive feedback on packaging, food quality, and overall presentation.
Increased Online Sales & Conversion Rates – With improved storytelling, optimized digital touchpoints, and a more compelling presence on delivery apps, Brgrmeister saw a significant uptick in online orders and repeat purchases.
Stronger Brand Positioning – By maintaining a unified experience across dine-in and delivery, Brgrmeister reinforced its reputation as a premium gourmet brand, ensuring customers received the same indulgent experience whether at the restaurant or at home.
Through strategic CX transformation, Brgrmeister successfully bridged the gap between its restaurant ambiance and home delivery, ensuring that every customer interaction whether digital or physical felt indulgent, premium, and true to the brand’s gourmet promise.
Services
Customer Insights
Journey Mapping
Experience Design
Touchpoint Design
Make every interaction count
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Copyright @ 2024 De.SHA Design Lab
Make every interaction count
Company
Contact
Copyright @ 2024 De.SHA Design Lab
Make every interaction count
Company
Contact