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1999
Campaign Title
"Romancing the Chicken"
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Client:
EL POLLO LOCO
Marketing Context
Until Q.3,
1998, EL POLLO LOCOs positioning was fragmented and it considered
its competitors to include: Taco Bell, Del Taco, McDonalds, Burger
King, Pizza Hut and Subway as well as KFC, Boston Market and Popeyes--in
short, every type of restaurant in the fast food category. Consequently,
its advertising, promotion and pricing reflected this fragmented approach.
One spot would emphasize variety, another value and, yet another, child
appeal. Additionally, ten promotions were scheduled throughout the year
with insufficient media dollars to adequately support either their delivery
or their objective to generate immediate awareness of any one of them.
As a result, sales declined significantly during several quarters prior
to the featured campaign period, while other fast food chains continued
to see gains. Specifically, Hispanic sales volume had decreased for two
consecutive years; -.8% between 1996 and 1997 and -2% between 1997 and
1998.
Our
challenges were several. First, was to get the client refocused on its
core product: Marinated and flame-broiled chicken. It seemed that, in
its quest to be "all things to all people," it had forgotten
its "reason for being" in the first place. Second, was to develop
advertising which would help deliver this new positioning, while also
delivering the promotional call to action so important to building traffic
during promotional periods. Focus group research indicated that EL POLLO
LOCO had successfully held onto strong consumer perceptions of Flavor/Taste
and Food Quality and Value, so we knew we were on the right track. Third,
the campaign had to capitalize on the "Fresh Mex" craze by emphasizing
EL POLLO LOCOs inherently fresh and healthy approach to Mexican
food. Thus, the agency worked to redefine and narrow EL POLLO LOCOs
positioning and, in turn, its competitive set. Since this new positioning
work was undertaken and adopted by EL POLLO LOCO, the direction has also
been adopted by the clients General Market agency (Non-Hispanic).
Campaign Planning
Focus groups
were conducted as were intercept interviews at various EL POLLO LOCO locations
in high Hispanic density neighborhoods. In addition, observational research
was conducted, not only of how consumers interacted with the EL POLLO
LOCO environment and its employees, but also its menu boards, point-of-sale,
eating and parking facilities and drive-though service. Further, in-depth
analysis was prepared of Quick Track, the category quarterly syndicated
study. This study allowed us to determine where EL POLLO LOCO stood relative
to its "true" competition in terms of awareness, ad awareness,
usage and product attributes, It also helped to confirm that our planned
creative approach would be believable.
Target
Market: California
Target
Audience
El Pollo
Locos target audience for this campaign consisted of Hispanic Adults
between 18 and 49 years old. They are fast food users and tend to frequent
fast food chains 8-12 times per month. They are Spanish-dominant and/or
Spanish-preferred. The majority are married and eight in ten have children
in the household. These families are very traditional and, for the most
part, tend to eat at home. This is due to Hispanic families affinity
for home cooked traditional meals. These are people who maintain the culture
of the "old" country, yet are also acculturating to America.
And, because they are dual-earner households, the concept of affordable
home meal replacement is becoming more and more attractive to them. EL
POLLO LOCO is a perfect fit for this consumer because it offers chicken
marinated and flame-broiled in a traditional Mexican manner. The chain
of over 200 restaurants was, in fact, founded by a Mexican immigrant in
1980 and was acquired by Dennys Inc. in 1983. Both EL POLLO LOCO
and Dennys were ultimately sold to Advantica several years later.
Campaign Objectives
The objective
was to recapture those consumers who had left EL POLLO LOCO, not necessarily
because they stopped liking the product, but because EL POLLO LOCO had
not given them a motivating reason to stop by, vis-à-vis the competition.
Bottom line; the campaign had to make the target crave the chicken again,
reverse the sales declines and place EL POLLO LOCO back on a growth track.
More specifically, EL POLLO LOCO had to show increased Hispanic volume
results.
Marketing Strategy
EL POLLO
LOCOs new marketing strategy was to focus on the chicken; its core
product and strength, and to remind people of its great taste. The campaign
had to stimulate trial and repeat usage. We knew from focus groups that
when we talked about the EL POLLO LOCO experience, it triggered all sorts
of sensory reactions; consumers could imagine the taste, the smell, and
even the sound of the chicken on the grill. They could even imagine the
steam rising from the freshly flame-broiled chicken.
Communication Strategy
Knowing
how consumers reacted to the chicken, even when only talking about it,
compelled us to find a way to impart the necessary stimuli through the
campaign in order to create the same reaction when watching or hearing
the commercials at home. This strategy was meant to be very sensory-driven
and one which would speak to and pull on consumers "stomach
strings." The new positioning read: El Pollo Loco stimulates my
senses because only they marinate and flame-broil their chicken to mouthwatering
perfection.
Media Strategy
Media was
strategically planned and purchased to generate immediate awareness and
support five (5) key promotions for the 1999 marketing calendar. Media
was planned and bought to coincide with time periods leading into lunch
and dinner meal times. A combination of television :30s and :15s
were utilized to increase media weight levels and maximize the number
of on-air weeks. Radio was used to drive the campaigns frequency
especially during afternoon drive time. Additionally, the focus was placed
on programming that delivered high reach versus frequency, and careful
spot placement was considered when placing media schedules. Leveraged
merchandising was a key element to this campaign in which we negotiated
billboard sponsorships, upgrades, bonus spots, off-site event participation,
on-air promotions and product integration. Media flight weeks were planned
to start at the beginning of each module and then stair-stepped to help
maximize number of on-air weeks to provide continuity and to support all
key modules.
Creative Approach
The creative
approach was to "romance" the chicken visually on camera and
verbally on radio. The idea was to leverage the possible imagery through
sight and sound. The chicken was romanced by playing on double meanings
in well-known, romantic Spanish-language ballads. We made them sing to
the chicken about "not being able to live without you," about
"being unforgettable" and about "being the only important
one. "
Evidence Of Results
The repositioning
and resulting creative strategy and approach resulted in very strong Hispanic
sales volume increases. Overall, during a thirty-six-week period vs. YAG,
EL POLLO LOCO has seen a Hispanic volume increase of 7.2%. This is 250%
above EL POLLO LOCOs 2% target increase YTD. Further, weekly Hispanic
sales volume increases have been as high as 10.1% for EL POLLO LOCO, as
was the case during the eight-week Barbecue Chicken promotion -- not typically
a traditional flavoring for chicken among Hispanics. The campaign was
measured through EL POLLO LOCOs proprietary sales tracking system.
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