Professional Documents
Culture Documents
KFC Account
Briefing
April 2020
2
Contents
Overview of Account
- Summary of KFC
- Key Players (Client Bios)
- Integrated Agency Team
- Successes, Opportunities & Challenges
Internal Account Overview
- Day-to-Day Role
- Important Meetings
- Current Projects
- Commonly Used Terms
- Important KFC Links
- Core vs. Branded Everything
- Current SOWs
Account Goals
- Client Goals
- Internal Team Goals
3
Account Overview
Summary of KFC
KFC Corporation, based in Louisville, Ky., is the world's most popular chicken restaurant chain.
KFC specializes in Original Recipe®, Extra Crispy™, Kentucky Grilled Chicken® and Extra Crispy™
Tenders, Hot Wings®, KFC Famous Bowls®, Pot Pies, freshly hand prepared chicken sandwiches,
biscuits and homestyle side items. There are more than 23,000 KFC restaurants in 140 countries
and territories around the world. KFC Corporation is a subsidiary of Yum! Brands, Inc.,
Louisville, Ky. (NYSE: YUM). For more information, visit www.kfc.com. Edelman began its
relationship with KFC Global in 2015, supporting the launch of the Corporate Social
Responsibility platform. In 2015, Edelman was introduced to KFC U.S. through UEG and we
signed a non-competitive scope beginning in 2016. We now support KFC Global on a project-
based relationship and KFC U.S. as PR AOR.
Key Players:
Executive Team
list; and in 2017 and 2018, he was named as one of Nation’s Restaurant News’ Top 50 most
powerful people in foodservice.
PR Team
Lori Eberenz – Senior Manager, Public Affairs
Lori Riddle Eberenz is Senior Manager of Public Affairs for KFC U.S.,
where she oversees media and public relations efforts for the
brand and its 4,100 restaurants nationwide. In 2017, Lori was
named to PR Week’s 40 Under 40 list of professionals under 40
who are stepping forward to redefine the marcomms sector. Lori is
a graduate of Lindsey Wilson College in Columbia, Kentucky and
holds a master’s degree from the renowned University of Missouri
School of Journalism.
Marketing Team
Steve Kelly – Director of Media & Digital
Steve is the Director of Media and Digital at KFC. He joined KFC’s
Marketing Team in 2013 after working as an Interactive Director at
Yum! Brands for four years.
Wieden+Kennedy: KFC’s creative AOR. The team also handles all of KFC’s digital/social media.
Scoppechio: KFC’s in-store creative agency and handles menu boards and point of purchase.
7
Account Successes
Opportunities:
- The KFC consumer is made up of a broad, mass audience and a surprisingly diverse
group. There continues to be a widening definition of mass humor across KFC’s
audience. What does this mean for us? While there’s always a fine line of what’s funny
and what’s not, we should feel comfortable playing into this with more than just
physical or slapstick comedy.
- Eating isn’t just about taste and sustenance anymore, and there is a changing dynamic
around mealtime – small portions or fasting, being more health conscious, more
snacking, increase of sides being important, eating at different times, etc. Customers
have particularly also pointed out the opportunity to expand on our chicken flavor
varieties. We need to continue to push and rethink product offerings and
communications to meet this changing behavior.
Challenges:
- KFC can often be confined to special occasions – being able to share a meal at the dinner
table with family/friends face-to-face is a special occasion. We continuously try to re-
8
position high end, in both product offering and communications, rather than it being
just for special occasion.
- We should continue to reach the broadest audience possible and aim higher, rather
than only catering to the lowest common factor. It’s important to remember that our
audience includes real people with lives, interests, and families, and not reduce them to
one attribute even if it does make up a portion for our target audiences (conservative,
certain working class categories, overweight, etc.). We want to build empathy and
understanding for our audience, while staying true to the brand.
- We also need to understand the wants and needs of our younger audience, and gain
more traction with millennials and Generation Z. The younger generation is looking for
fresh, relatable content in some form, is highly engaged on social media platforms, and
is often extremely sensitive to brand trust. We have to continue to evolve to reach the
largest living generation and find new ways to do so, while keeping in mind that this
audience likes to see themselves in the media (including user-generated content); brand
education via social media is important to them; feel strongly about authenticity; and
are more likely to buy/try a product if they receive a recommendation from a friend or
colleague.
- While consumers love or like fried chicken, that also means that this menu offering is
growing and being offered on more and more competitor’s menus, with a projected
growth of +4 percent over the next four years. Competitive average visits are also up
during lunch time, while KFC is flat for this part of the day. We should continue to push
for lunch-focused and/or handheld menu items through the drive-thru for
consideration, as well as more snackable options. Let’s continue to gather these types of
insights and discuss and consider these themes.
- Popular public misconceptions of KFC in the past have included: People feel they cut
corners like every other fast-food chain, and it’s not the same since the Colonel passed;
the recipe was changed and doesn’t taste the same; chicken isn’t real; employees do not
care and the service is terrible.
- Brand values need to be connected to the culture of markets served and the culture of
the moment to resonate
Day-to-day role:
Edelman’s role is to support KFC’s external communication efforts to propel the brand forward
driving awareness, creating a positive reputation and subsequently driving sales.
To do this, Edelman support KFC’s marketing calendar, which is primarily made up of company-
led announcements, such as its antibiotics commitment or future plastics/packaging
announcement, product launches or value windows and Branded Everything/seasonal
campaigns. Edelman also supports KFC through opportunistic media relations, executive
visibility, crisis management and media training.
9
In our efforts to support KFC’s product launches and Branded Everything ideas, Edelman works
to come up with the best, boldest, new ideas, and often coordinates immersive media
experiences and product launch events.
Edelman and KFC work together to ensure that all marketing and communication efforts remain
true to the iconic brand truths of KFC. We consider how KFC can show up in unexpected places
in unexpected ways, whether that’s through the use of technology, pop culture moments, or
unique menu items and experiences, and that each campaign is earned centric.
Meetings:
- Quarterly National Council and Advertising Cooperative (NCAC) Meetings: Franchise
quarterly meeting where we share marketing plans and recaps. Takes place in Louisville.
o NCAC Boards: At each NCAC meeting, boards are displayed that showcase the
top media headlines from the previous quarter. Edelman team members work
in partnership with KFC and the Edelman design team to develop these boards a
week prior to the meeting.
- Internal Meetings: Our team holds weekly internal meetings comprised of our core
Edelman KFC team where we work through a project tracker (“Activity Grid”) to review
deliverables and priorities. These meetings are usually held on Mondays.
- External Meetings: We currently have three separate touch base calls with clients and
the IAT (integrated agency team) to discuss priorities and projects for KFC. These
meetings include:
o Weekly Client Status Call: Occurs every Thursday from 10 a.m. to 11 a.m. CT
(Note: KFC clients are on EST)
▪ Purpose of Call: The overall purpose is to cover specific projects, both in-
progress and upcoming, along with general media relations
opportunities and account updates. The activity grid is located within
Google Docs and is shared with the client, so they can easily access at
any time. Following the call, we share a recap including next steps and
action items.
▪ Call attendees:
1. KFC’s PR team, Lori Eberenz and Kasey Ryan. KFC’s Chief
Communications Officer, Staci Rawls, joins as
needed/appropriate.
2. Edelman KFC Account team. Edelman Creative/Planning team
and/or the United Entertainment Group (UEG) will join as
needed/appropriate.
o Weekly IAT Status Call: Occurs every Tuesday from 2 p.m. to 3 p.m.
▪ Purpose of Call: Cover all upcoming projects and next steps for each
agency team. We mainly work to provide strategic recommendations
and align on POVs to continue to create a good partnership for each
initiative and provide the best counsel to KFC. The IAT agenda is located
10
within a shared IAT Google Doc that the team updates on Tuesday
mornings to ensure all sections are final by 1:45 p.m. CT.
▪ Call attendees:
1. The advertising/creative agency teams at Wieden+Kennedy,
Sanders Wingo, and Scoppechio.
2. Edelman KFC Account team.
o Weekly GTM Call: Occurs every Thursday from 2 p.m. to 3 p.m.
▪ Purpose of Call: We attend these calls to ensure that we’re in the loop
consistently in order to move forward with projects, as well as provide
updates to the team when needed. Trevor Park, Associate Manager of
Advertising & Packaging at KFC, leads the calls and shares status of
business and sales updates, while the Inter-Agency Teams provide any
updates on project statuses as needed. The GTM agenda is located
within a shared GTM Google Doc that is included within the calendar
meeting invite.
▪ Call attendees:
1. KFC’s PR team, Lori Eberenz and Kasey Ryan.
2. KFC’s Marketing team, Trevor Park, Steve Kelly, and Jill Stowers.
3. The advertising/creative agency teams at Wieden+Kennedy,
Sanders Wingo, and Scoppechio.
4. Edelman KFC Account team.
- Yearly and Mid-Year Strategy Sessions: Over the summer and at the end of each year,
our team comes together for internal brainstorming sessions then presents new ideas to
the client along with our recommendations that focus on a forward-looking strategy for
KFC. The purpose of these meetings is to showcase our previous success, but also have
an open discussion as to how we can continue to support KFC during the second half of
the year and in the upcoming year.
Current Projects:
- COVID-19: As the coronavirus pandemic has affected businesses everywhere, it has also
shifted or removed some current and upcoming KFC projects. Our team is currently
supporting KFC during this time of crisis wherever needed, while mainly focusing on
topics such as:
o Feeding our Communities
o Free Delivery
o Blessings in a Backpack
o Goodwill Campaign
o Toolkits for Local Community Give Back and Harvest Program
- Projects on Hold / Currently Planning
o Mother’s Day
o Big Chicken Sandwich Test
o Fries
o Beyond Fried Chicken
11
o Scooters
o Media Immersion
- Convention: Annual franchisee convention held in a new location each year. Serves as a
kick-off for the year that is held in February.
- Core: Work that falls under Core includes supporting product windows, strategy, and
client service.
- FIT Team (Food Innovation Team): A KFC team that leads the development of new menu
items and flavor iterations. This team also works closely with KFC’s packaging engineers
to develop and test the best methods for serving menu items.
- KFCC (Kentucky Fried Chicken Corporation): Our day-to-day clients and gatekeepers. Our
advocates, gut checks, and allies.
- Mass vs. Niche: KFC follows a “mass vs. niche” philosophy, ensuring there is a healthy
mix of broad cultural conversation and authentic engagement in niche audiences.
o Mass: Broadly appealing programs. May favor one demographic over another
slightly, or have deep niche touchpoints, but are generally approachable for
everyone.
o Niche: KFC’s chance to get weird. Activations that reach specific demographics
or underground audiences, such as ASMR, Twitter Herbs & Spices, and
Headspace (recent example includes the I Love You Colonel Sanders online
game).
12
- NCAC (National Council and Advertising Cooperative): The ones who write the checks
and to whom we are ultimately responsible. NCAC is made up of franchisees who speak
on behalf of the entire U.S. franchisee organization.
- POP (Point of Purchase): An advertisement that is displayed in the store like a poster
- Project Mapping: Edelman prepares a document that shows account team owners for
each project, including Overall Owner, Oversight, and Support. In addition to these, key
SMEs (media, planning, creative, digital) will be involved throughout the process.
o Overall Owner: primary POC driving project
o Oversight: senior support leading strategy with overall owner
o Support: support with list builds, materials development, drops/ROS logistics,
creative coordination, vendor coordination
- Rotating Colonel Campaign: In 2015, KFC reintroduced Colonel Sanders to its marketing
campaigns when the brand released a new ad campaign featuring the first celebrity
Colonel, comedian Darrell Hammond as Colonel Harland Sanders. At the heart of it, this
campaign allows KFC to embrace the personality of the real Colonel Sanders, who was
an over-the-top chicken salesman. Since starting the Re-Colonelization journey, KFC has
built credibility with its customers, which has given the brand permission to push the
boundaries in its Colonel marketing campaigns and made way for Colonels like the
Chickendales.
o Celebrity Colonels:
▪ Sean Astin – September 5, 2019
▪ Jason Alexander – August 6, 2018
▪ Reba McEntire – January 26, 2018
▪ Ray Liotta – September 7, 2017
▪ Rob Lowe – April 21, 2017
▪ Billy Zane – January 26, 2017
▪ Vincent Kartheiser – October 10, 2016
▪ Rob Riggle – September 8, 2016
▪ George Hamilton – June 23, 2016 (reprised in 2018)
▪ Jim Gaffigan – February 6, 2016
▪ Norm Macdonald – August 17, 2015
▪ Darrell Hammond – May 19, 2015
o Character Colonels:
13
KFC Goals:
KFC’s overarching goal, through its marketing and PR efforts, is to insert the brand into pop
culture in a way that is R.E.D. (Relevant, Easy and Distinct) and in interesting and unexpected
ways.
The KFC Public Relations team works in partnership with Edelman to champion earned-centric
creative ideas. Staci, Lori and Kasey often have to explain the rationale behind communication
goals within marketing campaigns to the KFC Marketing leads and rely on Edelman to provide
smart strategic council along the way. The KFC PR team challenges the Edelman team on a daily
basis to continue to put forth creative ideas that will get team buy-in and to be the best
possible partners through our council and by continuing to maximize media coverage of KFC
campaigns/projects in an ever-changing media landscape.
Appendix:
- Fries Test
• Yahoo! News: KFC Now Has French Fries Dusted with Its 11 Herbs and Spices
• Delish: KFC is Testing New Fries Covered in its Secret Herbs and Spices
• NRN: New on the menu: KFC testing Secret Recipe Fries, McDonald’s tries vegan
meal in the U.K.
- Holiday Buckets
• Ad Age: "COLONEL SANTA" IS BACK AT KFC, AND THIS TIME HE'S BROUGHT GIFTS
• Delish: KFC Is Giving Away Some Super-Secret Gifts This Holiday Season, And
They're Hiding Right On The Bucket
• FoodSided: KFC holiday buckets help Colonel Santa spread holiday cheer
• Yahoo! Finance: Chicken Wars: KFC offering holiday 'buckets'
• Marketing Dive: KFC hides 11 holiday gifts in limited-edition bucket illustrations
- Funko PEZ
• Comic Book: Funko's KFC Colonel Sanders Pop PEZ Is Finger Lickin' Good
• Trend Hunter: The Colonel Sanders Pop! PEZ Dispenser Revives a 90s Creation
• Fox Business: Kentucky Fried... Pez? The Colonel is getting his own PEZ dispenser
- Seasoned Tickets
• Ad Age: KFC Becomes the Netflix of Chicken Wings with $75 Subscription Offer
• The Daily Meal: KFC Launches 'Seasoned Tickets' Wing Delivery for Football
Season
• Eater: KFC’s Version of the Pasta Pass Is a $75 Wing Subscription
• Fox News: KFC offering 'Seasoned Tickets' that smell like chicken and entitle
buyers to weekly wing delivery
• MyRecipes: KFC Offers, Sells Out of Insane “Seasoned Tickets” Wing Deal
• MSN Lifestyle: How to get 528 chicken wings from KFC for just $75
• PR Daily: KFC ‘seasoned tickets’ sell out, Malibu Barbie as an Airbnb host, and the
beer wars slosh on
- Spirit Halloween
• The Drum: KFC and Spirit Halloween encourage trick or treaters to dress as
Colonel
• Trend Hunter: KFC and Spirit Halloween Created a Limited-Edition Colonel
Sanders Costume
• Fox Business: KFC Colonel Sanders Halloween costume released on monumental
birthday
• Us Weekly: Food-Inspired Halloween Costumes for 2019: A White Claw Can,
Colonel Sanders and More
• CNET: This KFC Colonel Sanders dating sim is totally real
- Colonel Rudy
• The Daily Meal: Sean Astin Is KFC’s New Colonel Sanders
• USA Today: Rudy is back! KFC picks Sean Astin to play Colonel Sanders in new ad
• Today.com: KFC is now serving french fries — and they taste just like its chicken
• Yahoo! News: Rudy is back! KFC picks Sean Astin to play Colonel Sanders in new
ad
• Adweek: Sean Astin Returns for ‘Rudy II,’ Except Rudy’s Now Colonel Sanders
and It’s All a KFC Ad
• Nerdist: KFC’s RUDY II Stars Sean Astin as Colonel Sanders
- Picnic Polo
• Daily Mail: Video: KFC releases limited edition polo shirt that turns into picnic
blanket
• Ad Age: KFC Made a Shirt That is Also a Picnic Blanket
• Milwaukee Journal Sentinel: KFC will give away 'Picnic Polos' to limited
customers in Springfield on Wednesday
• Louisville Business First: KFC's latest bizarre promotion is here — and you can
wear it