For awhile now, I’ve been receiving messages on my phone from Jack in the Box. To be honest, they are probably my favorite of all the fast food burger shops – in spite of the fact that I worked there as a kid in high school (Anyone remember when they blew up clown and changed to Monterey Jack?).
I was mildly excited when I learned that I could join their Secret Society of Cool People where I’d be “privy to top-secret stuff like coupons, new products, and [Jack's] favorite color (Kelly green).” Plus, I like the playful non-corporate language.
Disappointment came a month later.
And again the next month.
And pretty much every time therafter.
Here’s the most recent message, in two parts.
The cool thing is they are sending pictures. The not so cool thing is that the pictures look like mini versions of a tray liner.
Here are the last 4 pictures they’ve sent:
(yes, they sent the Chipotle one twice)
My biggest disappointment is that there is never an offer (no coupon). What is the point of these? They are just ads. So after 3 months there has been no real benefit to being in Jack’s Secret Society.
What could have saved this campaign?
There are a few places to focus to see where the problems lie.
1) Strategy. It’s hard to tell what sort of experience Jack wants us mobile users to have. They appear to be simply using mobile as an advertising media, implying that they only want to put their name and products in front of people. A really, really, bad strategy when using MMS or SMS, which are the most personal of mobile media. Rather, Jack should be true to their original promise of delivering coupons and other Secret Society stuff and providing a special VIP-like experience.
2) Execution. On the heels of a good strategy is the ability to track success. With Jack’s current approach there is little to track other than, perhaps, whether the messages are being delivered but not all mobile operators provide consistent delivery reports. If Jack can start driving store traffic by turning these ads into coupons then the ability to track will require an in-store process and potentially integration with their point-of-sale system; a worthwhile effort IMHO.