11.25.15

Customer Experience Beats Advertising Every Time

Dad and his two sons couldn’t stand it anymore. Out of the house and into the car they went, off to one of the world’s most famous hamburger happy places. Once up to the menu speaker, the boys blared out their requests. The world seemed like a better place as Dad drove up to the drive-through window.

What happened next, though, was unexpected. A huge rat darted onto the driveway, its steely eyes glaring into the headlights. Still, even one of America’s most beloved brands deserves a break, the startled father thought. He told the assistant night manager what had happened. “Yeah, I know,” came his reply. “Customers tell me all the time. But by the time I come out, it’s gone.”

Company should know better

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Meanwhile, the family, their appetites pretty much gone, sat squirming in the car waiting