Buffalo Wild Wings Marketing Plan: Megan Hamik Justin Butchert Recreation Administration 135
Buffalo Wild Wings Marketing Plan: Megan Hamik Justin Butchert Recreation Administration 135
Buffalo Wild Wings Marketing Plan: Megan Hamik Justin Butchert Recreation Administration 135
Marketing Plan
Megan Hamik
Justin Butchert
Recreation Administration 135
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Table of Contents
Executive Summary ………………………………………………………... Page 1
Chapter 1 ……………………………………………………………………. Page 2-3
Introduction ……………………………………………………………. Page 2
Agency Contacts ………………………………………………………. Page 2
Understanding the Organization ………………………………………. Page 3
Chapter 2 …………………………………………………………………… Page 4-7
External Environment ………………………………………………….. Page 4
Competition ……………………………………………………………. Page 5
Competitive Grid ………………………………………………………. Page 5
Ideas to Borrow ………………………………………………………… Page 5-6
Program and Facility Analysis …………………………………………. Page 6
SWOT Analysis ………………………………………………………… Page 6-7
Situation or Feasibility Analysis ……………………………………….. Page 7
Chapter 3 …………………………………………………………………… Page 8-9
Market Research ……………………………………………………….. Page 8
Market Segmentation …………………………………………………... Page 8
Target Markets …………………………………………………………. Page 9
Competitive Differentiation ……………………………………………. Page 9
Chapter 4 …………………………………………………………………… Page 10-11
Organizational Goals …………………………………………………... Page 10
Marketing and Sales Objectives ……………………………………… Page 10-11
Product Life Cycle ……………………………………………………….Page 11
Chapter 5 …………………………………………………………………… Page 12-15
Brand Name and Mark ………………………………………………… Page 12
Brand Name and Mark Critique ……………………………………….. Page 13
Brand Equity ………………………………………………………….. Page 13-14
Channels of Distribution ……………………………………………….. Page 14
Social Buying …………………………………………………………. Page 14-15
Chapter 6 …………………………………………………………………… Page 16-19
Human Resources ………………………………………………………. Page 16
Customer Service ……………………………………………………….. Page17
Internet Presence – Website …………………………………………….. Page 18
Internet Presence – Social Media ……………………………………. Page 18-19
Chapter 7 …………………………………………………………………… Page 20-21
Advertising ……………………………………………………………... Page 20
Sales Promotion and Merchandising …………………………………… Page 21
Publicity ………………………………………………………………… Page 21
Chapter 8 …………………………………………………………………... Page 22-23
Marketing Activities Timetable and Budget ……………………………. Page 22
Conclusions, Observations and Recommendations …………………….. Page 23
Appendix …………………………………………………………………… Page 24-27
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Executive Summary
The following is a marketing plan written for Buffalo Wild Wings in Fresno,
California. It evaluates the companies marketing strategies and recommends new
strategies to try. In Chapter 1 you will find an introduction of the organization, along with
their mission statement. You will also find information on Sammy Franco, the main
contact I used from the organization to compile this information.
In Chapter 2 you will find an analysis of Buffalo Wild Wings external
environment and competitors. BWW’s two main competitors are Doghouse Grill and
Hooters. You will also find a Competitive Grid analyzing the difference between these
companies. I also analyzed BWW’s strengths and weaknesses using a SWOT analysis..
In Chapter 3 I discuss the different market research techniques used. I analyze the
market segmentation and target markets as well. You will also find an explanation of why
customers should choose BWW over competitors.
Chapter 4 discusses the BWW’s goals and objectives when is comes to marketing.
Franco explains that their main marketing goal is to reach Fresno State students and the
surrounding community. I also explain why Buffalo Wild Wings is in the growth stage of
the product life cycle.
Chapter 5 is all about branding. There is an example of their logo and I analyze
and critique the brand and logo. I also analyze how BWW builds their brand equity.
Fracno explains the channels of distribution and how the product finally reaches the
customer. I also discussed social buying. I do not think it would be beneficial to this
organization.
In Chapter 6 you will find human services and customer service tactics that BWW
uses. I also analyze their Internet presence both on their website and on social media. I
feel that their website it great but their social media presence needs some work.
Chapter 7 is all about publicity, sales, and promotions. I analyze BWW
advertising tactics and looked at a few of their recent ads. I also discuss their sales and
merchandising. In the appendix you will find a sample press release I wrote.
Chapter 8 is my conclusions and recommendations. I summarize all of my
suggestions throughout the plan and how they could be applied. I also summarize my
opinion of all their tactics discussed in previous chapters.
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Chapter 1
Introduction to Organization
Introduction
Buffalo Wild Wings or BWW is a local restaurant right across from Fresno State.
Fresno opened almost 2 years ago. With 16 different sauces and 5 different dry rubs to
choose from Buffalo Wild Wings goes above and beyond the standard chicken wings.
I chose to do my marketing plan on Buffalo Wild Wings because, even with their
close proximity to Fresno State they lack marketing specific to Fresno State students. On
the other hand as a national organization and a local restaurant, BWW does utilize some
very unique marketing tactics that I and the rest of the class could learn from. I also
currently work there, so I can see their marketing strategies first hand. It also means that I
Agency Contacts
the main manager in charge of marketing, including but not limited to donating to local
organizations and placing advertisements locally. He is mainly responsible for the market
of the local Fresno restaurant. The national Buffalo Wild Wings is responsible for all
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national marketing. Sammy is in charge of the marketing budget and makes all final
Buffalo Wild Wings is all about the customers and that is reflected in their
mission statement. The following is an image of the mission statement along with
BWW’s core values and philosophies. The mission statement it’s self is specifically to
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Chapter 2
Organizational Assessment
External Environment
Buffalo Wild Wings is the center of an urban area hit hard but the economic
crisis. With this crisis people are just not eating out at restaurants as often as they used to
and restaurants are having to get creative and try new techniques to draw a crowd.
BWW is taking many steps to combat the economic downfall. Twice a week on
Tuesdays and Thursdays, they feature $0.60 wings. Tuesdays are for traditional wings,
while Thursdays feature boneless wings. These prices are equivalent to about 40% off the
full price. This is the largest effort to combat the economic crisis affecting their clientele.
They are also utilizing such marketing strategies as passing out coupons for 6 free wings
In addition to 68 TVs dedicated to sports, BWW dedicates several TVs so guests can
enjoy playing poker or trivia using Buzztimer play boards. These are something that other
restaurants don’t have that guests really seem to enjoy. A guest can watch their favorite
team, enjoy wings and beer, while also playing poker or trivia all at once. To go one step
farther there is also a BWW Buzztimer app available on both Iphones and Androids. You
can play the trivia and poker without even needing a Buzztimer.
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Competition
BWW 2 main competitors are Doghouse Grill and Hooters. Doghouse Grill is
right across the street and therefore attracts much of the same clientele. Hooters has a
very similar menu with the main focus being wings. They both also provide sports
centered television. The following is a competitive grid for Buffalo wild wings analyzing
their competition.
BWW Near Fresno State, National chain, 68 Somewhat new to National ads Wings from $6-40
across from Save TVs, 16 different the area. Only focusing on beer for 6-50 wings.
Mart Center sauces, 30 beers on promotes wings. and sports. Approximately $10
tap, known for Wing special days. for salads, burgers,
wings. Sports Coupons handed etc.
centered. out at every Fresno
state event.
Blazin’ challenge
Doghouse Near Fresno State, Known for tri-tip, No national brand Relies on local $7-10 for all
across from Save Local tradition. recognition. word of mouth for burgers, salads and
Mart Center Sports centered. advertising. sandwiches. $2-4
for fries.
Hooters Near River Park National chain. Not known for the National ads $9-12 for all
shopping center Sports centered. food. focused on sports burgers,
Beautiful and girls. Burger sandwiches, wings
waitresses. Mondays,
Wingsday
Wednesday
Ideas to Borrow
Hooters offers a lot more options aside from wings. BWW does offer other
options but they are limited. Hooters not only offers burgers, sandwiches and salads but
Buffalo Wild Wings should offer more options to reach a wider audience. They
should offer items such as soups and seafood to accommodate guests who don’t prefer
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wings or the other options currently offered. These items attract a different audience than
wings and burgers. Also by offering chili, this gives sports fans another option to enjoy
Program/Facility Analysis
Buffalo Wild Wings mainly focuses on wings, both traditional and boneless.
Along with the wings they offer 16 different sauces and 5 dry rubs you can have them
spun in. The sauces range from the mildest with Sweet BBQ to the spiciest Blazin’. All
wings are served with ranch, blue cheese, carrots and celery. As sides they also offer a
variety of choices including fries, onion rings, and buffalo chips. In addition to wings,
BWW offers salads, burgers and wraps all of which you put you favorite sauce on.
Buffalo Wild Wings also focuses on sports only television. With 68 TVs, there is
never a shortage of games to watch. BWW plays all NFL games on Sundays and opens
SWOT analysis
Buffalo Wild Wings has several strengths. It has national brand recognition, is
BWW also has several weaknesses. It is relatively new to the area so it has not
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BWW is located near Fresno State and that provides many opportunities to
promote to students and the community. They take advantage of these opportunities by
promoting and passing out coupons at Fresno State football games. They also sponsor
many campus organizations and events. They could take advantage of their proximity to
the place to go before or after football games or events at the Save Mart Center.
Buffalo Wild Wings could expand to sponsoring events at the Save Mart Center.
With such close proximity it would direct customers over to BWW after the event. A
feasibility analysis would be necessary. You would first need to find out if they have any
prior food contracts that would limit promotions. Then establish which events would be
best to sponsor and how many events per month would be sponsored.
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Chapter 3
Marketing Research, Segmentation, and Competitive
Differentiation
Market Research
Buffalo Wild Wings main form of market research is offering surveys to every
other customer. As incentive for taking the survey, BWW offers $5 off the next purchase.
There are limitations, you must take the survey within 48 hours and the next purchase
This is an effective way to achieve market research, however there are other
options. Human observation would be another way to achieve market research. This
would be much simpler because the customer wouldn’t have to do anything and the data
would be qualitative.
Market Segmentation
BWW the geography targeted is the area surrounding Fresno State and the Fresno and
Clovis community. The demographics targeted are families, mid – 20s females, males,
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and children. The psychographics targeted are sports fans, video gamers and trivia fans.
And finally the purpose of their trip is to enjoy wings, beer, and sports.
Target Markets
Sports Fans are the main clientele for Buffalo wild Wings. With 68 TVS playing
all sports, there is always a game to watch and always a TV in their line of sight.
Marketing specific major games would be the best way to reach this target
market. If they are looking to watch a specific game, they need to know that it will be
played at Buffalo Wild Wings. There are also several different types of video games
throughout the restaurant targeting the video gamer demographic. With the Buzztimers,
Competitive Differentiation
Buffalo Wild Wings goes above and beyond competitors in the categories of
Wings, Beer, and Sports. With over 30 beers, 16 sauces and 68 TVs this offers customers
many options for the beer they want to drink, wings to eat, and games to watch.
BWW could capitalize on this more then they do. In their ad they feature beer,
wings and sports but they should explain why their beer, wings, and sports are better than
the competitors.
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Chapter 4
Marketing Goals and Objectives
Organizational Goals
Buffalo Wild Wings has several goals. A short-term goal is to open another BWW
across town. A long-term goal is to make BWW a Fresno staple when it comes to
watching sports. They want to have brand recognition within the community.
Product: To bring in more customers during the off times or seasons. Draw more
customers in the 2-5 time slot and bring in more customers during the summer when
Price: Promote happy hours and Wing Special days, and cut costs on inventory.
Place: Increase awareness among the Fresno State Community. Identify other target
Promotional Mix:
Fresno
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• Personal Selling: Identify 2 more venues other than Fresno State to sponsor and
promote.
• Public Relations/ Publicity: Send out press releases and get on Fresno Bees
• Promotion: Hand out free wings with purchase cards and $5 off coupons at
BWW is in the Growth Stage. They are trying to grow and open new stores not
just in California but also all along the West Coast. They are also adding new items to the
menu to try out every couple of months and getting rid of items that are not selling.
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Chapter 5
Branding, Channels of Distribution and Social Buying
On a summer night in 1981, Jim Disbrow and Scott Lowery were spending a
night of drinking in Kent, Ohio. When they became hungry, they went looking for
Buffalo, New York style chicken wings. They couldn’t find any and went home with out
eating.
The next morning, they came up with the idea to open a restaurant specializing in
Buffalo style chicken wings. A year later in 1982, they opened up Buffalo Wild Wings &
Weck on Ohio State University’s campus and was called BW3. Weck is a Kaiser roll
with cornstarch slurry and caraway seeds that sandwiches and burgers were served on.
Once it became a franchise, Weck was no longer used so it was dropped from the name.
The restaurant became simply Buffalo Wild Wings, shortened to BWW or B-dubbs.
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The following is an example of the logo that is used on all company materials.
The name and logo correctly identify the brand of the restaurant. The logo with
the buffalo with wings is very literal and the subtext of “Bar and Grill” explains the
atmosphere. However I do not understand the shooting stars on the logo. That is
something that could be changed. The slogan “ Wings – Beer – Sports” should also be
incorporated.
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Brand Equity
Brand equity is a way for organizations to measure the value of the company,
logo, and brand name. It also evaluates the perception of the company.
Buffalo Wild Wings makes a large effort to build brand equity nationally.
According to Franco Buffalo Wild Wings builds their brand by advertising on national
television and national sports magazines. The brand name and logo are featured on
everything from t-shirts to menus. In several Buffalo Wild Wings there is also a store that
sells products such as shot glasses, mugs, and sweatshirts with the BWW logo on it.
Channels of Distribution
Buffalo Wild Wings products including wings, chicken, burgers, vegetables, and
sauces originate from local Buffalo Wild Wings distributors. The products are delivered
to the local restaurants where they are cooked and served by servers to the guests. This is
The distributors as well as the retailers take title of the product in this situation.
The distributor is the equivalent of a wholesaler in that all Buffalo Wild Wings purchase
their inventory from them. The restaurants or retailers then distribute them to the
customer.
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Social Buying
Social buying is a new phenomenon in the recent years. Social buying means that
companies offer discounts through specific websites and the websites receive a piece of
the profit. Sites such as Groupon and Living Social are social buying sites.
Buffalo Wild Wings has no experience with social buying. They go the traditional
route when it comes to promoting discounts. One of their methods is Buffalo Circle.
Once a guest signs up to join Buffalo Circle, they receive emails regarding discounts and
promotions.
Social buying is not something that would benefit Buffalo Wild Wings. Although
it may be beneficial to the consumer, it is not nearly as beneficial for the company.
Buffalo Wild Wings may not benefit from offering deals on their product, because there
are several weekly deals that are already promoted such as $0.60 wing Tuesdays and
Thursdays. And the company would like lose out on more than they would earn.
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Chapter 6
Human Resources, Customer Service, and Internet Presence
Human Resources
When the Buffalo Wild Wings in Fresno opened they had open interviews to hire
most of their staff. Two years after opening, they are always accepting applications. All
employees, or team members as they are called, must go through an interview and
orientation before beginning training. The training process is six days long, including a
shadow shift. New Team Members are trained by Wing Certified Trainers or WCTs.
WCTs must go through their own extensive training process in order to become a trainer.
The New Team Member training process consists of activities, quizzes, and shadowing.
the month. There are also regular competitions with the winning Team Members
receiving prizes such as gift cards. An example of a competition could be whoever sells
Customer Service
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Buffalo Wild Wings is always striving to improve customer service. Franco
explained that the main tool to evaluate customer service is through the GEM program.
satisfaction after a visit. The main resource for GEM is through surveys provided on
their receipts. Guests can also compliment or complain about a Team Member online
using Hot Alerts for bad service and WOW Alerts for excellent service.
There are also regular mystery shoppers, who evaluate service as well as product
that score the restaurant. They need average a specific score or they will receive a
penalty. Mystery Shoppers may even reward the Team Member In addition Team
Members are held to standards required by BWW. Managers often time team member to
ensure that they are greeting guests in the correct amount of time or the food is delivered
fast enough.
As apart of their training process customer service it addressed. They are told in
how many seconds they must acknowledge a guest, what to say to when seating a guest
and greeting a table, and how all tables and food should look.
Members are trained to LIFT when there is a problem according to Franco. LIFT means
to Listen to the complaint, Inform managers, Fix the problem, and Thank the guest.
Buffalo Wild Wings does not really foster employee empowerment. Employees
do not have the ability to apply discounts or fix problems with out manager approval.
This is something that could be applied to BWW to provide the guests with better service.
everything.
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Internet Presence – Website
Buffalo Wild Wings national website is the first one to come up on the Google
search. It is a very easy to navigate website. Menu bar at the top offers information one
the three aspects of BWW: Wings, Beer, and Sports. It is also interactive. Under the
wings tab there is an interactive spectrum of the 16 sauces and 5 dry rubs, mild to spicy.
Under the beer tap, you can interactively click on domestic, imported, or craft. And find
descriptions of all the available beers. You can also find details on how BWW pours the
“perfect beer”. Lastly it is very clear where you can find a location close to you. The
location finder is right on the menu bar and all that is necessary is to type in a zip code,
city, or state. You can even use your current location and not have to type in anything. It
definitely attracts revisits, especially to keep up with limited time specials or sauces. Also
on the bottom of every page there is an opportunity to sign up with Buffalo Circle to
Buffalo Wild Wings (national) has both a Facebook and Twitter. They have a
pretty strong Facebook page with nearly 10,000 likes and almost 60,000 check-ins. Their
twitter page however should be a little more interactive. The pictures they post do make
the food look very appealing but they are not as prominent as they are on Facebook.
I think that BWW is utilizing the two social media outlets that would most benefit
them. And they are using Facebook to its full potential, but could be a little more
interactive on Twitter. For the local restaurant I think they could really benefit from at
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least a Facebook page. I recommend that they begin utilizing social media to attract more
local customers.
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Chapter 7
The Promotional Mix
Advertising
attract guests to their local BWW. However locally the Fresno store has other specific
objectives. They want to draw more Fresno State students and attendees of Save Mart
Center events. They also want to spread the reach of Buffalo Wild Wings into north
Fresno. They advertise through print, in magazines and online, and TV and radio
commercials.
BWW already hands out discount cards at all major Fresno State events and at
some Save Mart Center events. However it would be beneficial to buy ad space on Fresno
State’s campus and inside the Save Mart Center. They could also buy ad space in the
Buffalo Wild Wings has many promotion strategies and objectives. They tend to
focus most of their promotions on Fresno State and the surrounding area. They hand out
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thousands of six free wing coupons at Fresno State football games and major community
BWW has “points of purchase” all throughout the restaurant. This is how they
promote their wing specials and drink specials. “Points of Purchase” are poster and flyers
posted all over the restaurant to promote specific things. They are inserted into the menus
and on the table caddies and there are many posters throughout the restaurant to promote
different things. Some examples of what is promoted are $0.60 wings on Tuesdays and
They do a good job of Sales Promotions. The local BWW does not do much with
merchandising but nationally they are very good at it. Some stores even have
Publicity
The local BWW does not do very much of their own publicity. The national
headquarters is in charge of publicity and all press releases come from them. They write
press releases for events such as a Hunter Hayes live performance in October. If BWW is
sponsoring an event for another organization. They take on most of the publicity for it.
The KISS Country radio station and Fresno minor league team regularly host events with
BWW and take on the publicity themselves. In the Appendix you will find a sample press
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Chapter 8
Marketing Activities Timetable and Budget, Conclusions,
Observations and Recommendations
The following is a table showing upcoming marketing activities, when they are to
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Conclusions, Observations and Recommendations
marketing for the Fresno Restaurant. It would be very beneficial for the local BWW to
take control of much of their own marketing. They have the ability to make decisions on
things such as sponsoring on providing a donation. However almost everything else goes
through district managers up to national headquarters. They do not have the ability to
produce their own advertisements or publicity. The Fresno BWW should take on more
Marketing Recommendations
• BWW should offer a more options such as chili. They do offer options other than
wings, however they are limited to salads and burgers. Adding chili to the menu
• BWW should capitalize more on the their strengths such as the 16 sauces and 68
• The local BWW should utilize social media to promote their specific events.
• The local BWW should take over some of their publicity. Creating advertisements
• The Fresno BWW should open a merchandise store like other BWWs around the
country.
• The local BWW should buy ad space in the local arenas such as the Save Mart
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Appendix
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For Immediate Release
Sammy Franco
Buffalo Wild Wings – 284
3065 E. Shaw Ave.
Fresno, CA 93710
(559) 348 – 9080
December 29th will bring the first ever Buffalo Wild Wings Bowl. With football
season in full swing, the local Buffalo Wild Wings is busier than ever. Football season
has traditionally been Buffalo Wild Wings busiest time of the year. Whether it’s college,
professional or fantasy, Buffalo Wild Wings is the place to gather to watch all the
“Football fans know that there’s no better place to share in game day excitement
than Buffalo Wild Wings,” said Sally Smith, Buffalo Wild Wings CEO. “There’s a
reason this is our busiest time of year: the energy and camaraderie rivals the stadium
atmosphere and together with hot wings and cold beer – it’s an unbeatable combination.”
Earlier this summer, Buffalo Wild Wings announced that in addition to being the
place to watch college bowl games, the company will be hosting a bowl game as the title
sponsor of the Valley of the Sun Bowl. The Buffalo Wild Wings Bowl matches the third
selection from the Big 12 Conference and the third or fourth pick from the Big Ten
Billed as a bowl game for the fans, Buffalo Wild Wings hopes to bring the
Buffalo Wild Wings experience to Sun Devil Stadium. “We’re always looking for new
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and exciting ways to interact with our guests,” Benning said. “This bowl game gives us
growing owner, operator and franchisor of Buffalo Wild Wings® restaurants featuring a
variety of boldly flavored, made-to-order menu items including its namesake Buffalo,
New York-style chicken wings. The Buffalo Wild Wings menu specializes in 20 mouth-
watering signature sauces and seasonings with flavor sensations ranging from Sweet
an extensive multi-media system for watching their favorite sporting events. Buffalo Wild
Wings is the recipient of hundreds of "Best Wings" and "Best Sports Bar" awards from
across the country. There are currently more than 840 Buffalo Wild Wings locations
To stay up-to-date on all the latest events and offers for sports fans and wing
lovers, like Buffalo Wild Wings on Facebook, follow @BWWings on Twitter and visit
www.BuffaloWildWings.com.
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