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  3. Social Currency with Sammi Cohen Podcast
  4. Chili's Comeback, Decoded
Chili's now goes through 65 million pounds of mozzarella a year, up
from just 12 million four years ago. The reason traces back to a
single TikTok video of a cheese pull that quietly turned a
decade-old menu item into one of the biggest comeback stories in
restaurant history. Today, Sammi breaks down exactly how Chili's
pulled off what one analyst called the best turnaround in
restaurant history. She digs into the operational fixes nobody saw
coming, from a shrimp-counting ritual that wasted hours of labor
every day to a salt shaker redesign that cut seasoning time by more
than 80 percent. She also traces how CEO Kevin Hochman, who came
from Procter & Gamble and Yum Brands, rebuilt the kitchen
experience from the inside out while his marketing team leaned into
the viral moment instead of manufacturing one. Then, Sammi unpacks
the marketing engine behind the comeback, including the Triple
Dipper's rise from a forgotten combo platter to 16 percent of total
sales, the launch of Nashville Hot Mozzarella, and nostalgia plays
like the Boyz II Men jingle and the Margarita of the Month program.
Finally, she reveals the number buried in Chili's most recent
earnings report that complicates the celebratory headlines, and
what it means for the road ahead, including the struggles at sister
brand Maggiano's Little Italy. Go check out the incredible Fast
Company article on Chili's
comeback: https://www.fastcompany.com/91549042/chilis-comeback-restaurant-retro-redesign
Follow Sammi Cohen on Instagram Subscribe to the Social Currency
newsletter Here's What Sammi Covers Today: 00:00 Chili's Mozzarella
Explosion 01:30 Sammi's Intro to the Story 01:40 How Far Chili's
Had Fallen 02:20 Kevin Hochman Takes Over 02:50 "Marketing Brings
Them In, Ops Brings Them Back" 03:13 The Listening Tour That
Started It All 03:29 The Shrimp-Counting Fix 03:54 The Ordering
Glitch Costing 15 Plates a Night 04:15 The iPad and Wi-Fi Overhaul
04:33 The Salt Shaker Fix 04:53 Cutting the Menu and Adding Staff
05:13 Reformulating the Food 05:41 The Viral Cheese Pull Video
06:17 The Triple Dipper's Sales Surge 06:57 The Launch of Nashville
Hot Mozzarella 07:30 Nostalgia Marketing: Boyz II Men and Margarita
of the Month 08:05 The Three for Me Deal and "Value Theater" 08:24
The Numbers Behind the Comeback 09:11 Rolling Out the Retro
Redesign 09:19 The Number That Complicates the Story 09:36 Why
Traffic Is Actually Down 10:00 Maggiano's Little Italy Struggles
10:24 What's Next for Chili's 11:27 How to Show Social Currency
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