Navigating Gen Z's Expectations: Fat Brands' Digital Strategy for the Mobile-First Consumer

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As the digital experience becomes a bigger and bigger part of a buyer’s journey, brands must quickly adapt to meet the evolving preferences of their customers. Nowhere is this truer than with Gen Z, a generation that expects seamless, personalized, and mobile-first experiences. Fat Brands, a global leader in franchising with over 2,300 locations and 18 brands, is making strides to capture this audience through innovative digital strategies.
Understanding the Gen Z Mindset

Gen Z, comprising individuals born between 1997 and 2012, represents a significant portion of the consumer base. They are digital natives, having grown up with technology at their fingertips, and they expect brands to offer intuitive and efficient digital interactions. In our research, Loyalty360 found that Generation Z expects much more from a loyalty program than millennials. They want to save money, get additional perks, and earn rewards. They look for member-only discounts, coupons, and perks like free shipping and free samples.

Lisa Cheatham, Vice President of Marketing Revenue Channels at Fat Brands, explains how the company has pivoted to address the demands of Gen Z consumers. "We've observed a couple of trends here," Cheatham says. "The pandemic accelerated the shift towards digital. Across all our brands, we’ve seen a surge in online ordering and mobile app usage.”

For Gen Z, convenience and personalization are paramount. “They expect a seamless online ordering experience,” notes Cheatham. “That was a key insight as we developed our app. We wanted to make it as easy to use and flexible as possible.”

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1. Navigating Gen Z's Expectations: Fat Brands' Digital Strategy for the Mobile-First Consumer (00:00:00)

2. Enhancing Customer Loyalty With Co-Branding (00:00:02)

3. Evolution of Loyalty Program App (00:07:36)

4. Omni-Channel Communication Strategies for Customer Loyalty (00:18:04)

5. Personal Influences and Brand Integration (00:26:37)