Trends Report

How Red Robin Gourmet Burgers Nailed Mobile Engagement: A Case Study

June 10th, 2013
Ted Schadler, Vice President, Principal Analyst
Ted Schadler Vice President, Principal Analyst
With contributors:
Khalid Kark , Simon Yates , Nancy Wang

Summary

Red Robin Gourmet Burgers is using iPads and social technology to transform the way team members serve guests and master their jobs. Technology is an essential component, but so is learning and development, a sophisticated engagement strategy with employees, and new techniques for capturing and sharing knowledge. The benefits are a better guest experience — getting text messages when a table is ready — and an iPad-assisted interactive training program that improves employee retention and skills. CIO and Senior Vice President of Business Transformation Chris Laping takes a very direct and hands-on approach to change. What he and his team have learned about continuous improvement through mobile engagement holds valuable lessons for every CIO.

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