Takeaway: MCD is a LONG

McDonald's pioneered the drive-thru as a new service channel for customers from the early days in operations. And in the last few years, mobile-digital has allowed the company to more service channels with delivery, curbside pickup, kiosks. The global mobile app was at the heart of these innovations, which has evolved the customer experience from the physical world to the digital world. The evolution of this phenomenon will emphasize digital offerings will become even more critical to driving transactions. In addition, the digital insights generated from the mobile app will help to improve customer experience further. They are adding that the marketing power and scale of the organization will continue to be critical drivers of transactions.

As will all consumer-facing app, the goal is to create a frictionless customer experience across all access points. For McDonald's, its customers should move seamlessly between in-store, take-out, and delivery to improve convenience and better personalization. This is where the new loyalty program comes in. As the CEO said on the earnings call, "for the past 18 months, our digital customer engagement, global marketing, data analytics, and restaurant solutions teams have worked to standardize our infrastructure and align the system against some common frameworks. These efforts ultimately paved the way for MyMcDonald's Rewards, our first global digital offering that we are now deploying across our largest markets. MyMcDonald's Rewards is just the first example of how we will lead as a digital innovator by leveraging our scale and engaging with our customers in a truly integrated way." In addition, we will be able to monitor how the company is doing thru app downloads for the first time. MCD currently has the most downloaded QSR app in the United States.

As of the end of 2Q21, MCD has over 22 million active MyMcDonald's users in the U.S., with over 12 million enrolled in the MyMcDonald's Rewards loyalty program – and that is before national advertising for loyalty, which began late August. In 1H21, MCD digital system-wide sales across the top 6 markets were nearly $8 billion, a 70% increase versus last year. MCD currently has loyalty programs in place in U.S., France, Germany. Canada and plans to launch MyMcDonald's Rewards in 2021 and the U.K. and Australia in 2022. Currently, over 80% of the MCD system (100 markets globally) offers delivery. Today, about 70% of our dining rooms in the U.S. are open, and by Labor Day, the company expected it to be 100%.

MCD | Driving digital Awareness  - sensor