As a repeat client, Red Robin turned to Suzanne Oldham to engineer the customer journey as it entered the catering and to go business. The goal was to match Red Robin’s Brand Promise along the Customer journey and experience and to exceed customer expectations. Our approach started with understanding the current journey and the ideal journey from the customer perspective. What were the pain points? What was the ideal journey? We then engineered the journey to address the pain points and introduce “surprise and delight” elements to create more loyal customers.