“What happened?” begins Burger King’s latest ad, which premiered during Sunday night’s Oscars broadcast on ABC. “There was a time when Burger King used to be king.” The question has been the center of a yearslong, $700 million effort to revamp Burger King’s image after the brand lost its spot as the No. 2 US burger chain in 2020. Over the last several years, the brand has been updating its restaurant operations, technology, and appearances, as well as adjusting menu items and changing its packaging, Joel Yashinsky, CMO of Burger King US and Canada, told Marketing Brew. It’s also changed some branding elements, like giving its king mascot the pink slip. “Many people found the king to be creepy,” Yashinsky said. “So we’re firing the king.” Extensive conversations with customers and franchisees have provided insights on what Burger King needed to change, from axing the mascot to adding boxes to prevent in-bag burger flattening, he said. Last month, Burger King President Tom Curtis, who recently went viral, posted his phone number on social media and asked people to share feedback on the brand. He’s received more than 20,000 calls and text messages to date, Yashinsky said. The brand is only halfway through its transformation, Curtis recently told the Wall Street Journal, but there are signs that things are moving in the right direction. During a presentation to investors in February, he said that Burger King ranked No. 6 out of 12 “in overall satisfaction among top US QSR brands” in 2025, per Circana, up from 2020 when the brand ranked 10th. Yashinsky said Burger King’s evolution will continue to be guided by customer feedback until satisfaction rates are even higher. “This is not a marketing campaign,” Yashinsky told us. “It’s a brand reset.” Continue reading here.—KH |