The Intimacy of Data With Tariq Hassan Chief Marketing Officer Of McDonald's
In a recent episode of the Speed of Culture podcast, I had the pleasure of speaking with Tariq Hassan, McDonald's Chief Marketing and Customer Experience Officer. Tariq shared valuable insights on how his diverse background across multiple categories and international markets has shaped his approach to business, the importance of understanding your consumers, and how embracing failure can pave the way to success.
One key takeaway from our conversation was the power of data-driven customer engagement and permission marketing. Tariq explained how McDonald's has built a first-party data set of over 40 million known customers, allowing the fast-food giant to create new value for their customers and transform their relationships.
This data-driven approach has also leveled the playing field in customer acquisition, thanks to consumer insights and sociological inputs. By keeping the customer at the center of their strategy, McDonald's has managed to create meaningful relationships with their customers and drive long-term loyalty.
But data alone isn't enough to create a successful brand. Tariq emphasized the importance of authentic connections and understanding culture. He pointed out that culture is no longer created in the boardrooms, but on the sidewalks, and successful brands today create authentic connections with their customers by listening to their needs, understanding their passions, and reflecting those values in their products and services.
One example Tariq mentioned was the Cactus Plant Flea Market collaboration with McDonald's, which came about from a tweet and tapped into customers' nostalgia for the Happy Meal. This collaboration showcased the importance of embracing your fans and allowing them to reflect who they are inside your brand, ultimately creating a stronger, more authentic connection.
Artificial intelligence (AI) also plays a crucial role in the world of marketing. Tariq and I discussed the potential for leveraging AI to understand customer context and tailor messaging without crossing the line into 'creepy' territory. Data privacy is essential, and operationalizing AI to create meaningful impacts requires a balance between technology and human connection.
For those looking to break into the marketing industry or advance their careers, Tariq offered some valuable advice: maintain a curious mindset and develop a creative sensibility. By staying curious and open to new ideas, marketers can stay ahead of the curve and navigate the rapidly evolving landscape of culture, technology, and consumer preferences.
My conversation with Tariq Hassan revealed the importance of data-driven customer engagement, the power of permission marketing, and the need for authentic connections in building a successful brand. By understanding culture and embracing failure as a learning opportunity, marketers and businesses can pave the way to success and create lasting relationships with their customers.
Key Takeaways:
05:16 – 09:52 – Data Is a Form of Currency – The role of a marketer has been shaped over time by external changes, particularly technological advancements. Although the fundamental theories remain relevant, advancements in data processing, accuracy and measurement make the application of these principles more effective. By integrating data with consumer insights, sociological inputs and other soft and hard data elements, marketers can establish more meaningful relationships with their customers.
09:52 – 12:36 – Adapting to the Changing Needs of Consumers – As the needs of consumers constantly evolve, marketers must invest more time in understanding their desires and interests, and analyzing data that is closely linked to their needs. In addition, they must also embrace softer elements by fostering positive relationships with customers. By doing so, marketers can ensure they keep up with the changing market trends and customer demands while building long-term relationships with their customers.
12:36 – 18:26 – The Four Pillars of McDonald’s Approach to Customer Connection – McDonald’s core objective is to attract, engage and retain customers by fostering a strong brand-consumer relationship. McDonald’s aims to become a cultural icon not by just participating in culture, but helping to shape it. Hassan is achieving that lofty goal through several key strategies: The first is shaping the way culture tastes—celebrating the food everyone knows and loves, and using cultural trends to inform menu innovation. Second, the company strives to fully engage with customers by immersing itself in their creative universe and connecting with them through their passions like music, art and fashion. Third, McDonald’s uses data insights to stay ahead of the curve and inform future marketing strategies that evolve with culture. Finally, McDonald’s emphasizes a fan-to-fan approach rather than a brand-to-fan.
28:40 – 33:16 – Stay curious. – And don’t be afraid to fail.
