Picture a retail business that executes its mission perfectly. Every customer is pleased and happily spends every discretionary dollar there. At a restaurant, the customer experience is optimal. Every employee welcomes the customer and is happy to go to work. The exact amount of staffing is available for the customers arriving that hour. Even the temperature of the room, as well as the food, is exactly right. Every product offered is in stock in sufficient quantity and is a better value than if purchased elsewhere. The entire customer experience is controlled to achieve satisfaction and return business.
This is the challenge of retailing. The Disney goal is for every customer to say wow. That “wow” in franchising is perhaps best executed by McDonald’s Corp. Every aspect of the McDonald’s customer experience is designed to be optimized. Street visibility, drive-in access, wait times, menu displays, ordering, presentation, payment, condiments and accommodations are engineered to enhance customer satisfaction.
This content has been archived. It is available through our partners, LexisNexis® and Bloomberg Law.
To view this content, please continue to their sites.
Not a Lexis Subscriber?
Subscribe Now
Not a Bloomberg Law Subscriber?
Subscribe Now
LexisNexis® and Bloomberg Law are third party online distributors of the broad collection of current and archived versions of ALM's legal news publications. LexisNexis® and Bloomberg Law customers are able to access and use ALM's content, including content from the National Law Journal, The American Lawyer, Legaltech News, The New York Law Journal, and Corporate Counsel, as well as other sources of legal information.
For questions call 1-877-256-2472 or contact us at [email protected]
