Debunking McDonald's service time criticism

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Customers and investors prefer innovation and quality over short wait times.

FEATURES


McDonald's plans to shrink menu, ingredient lists

McDonald's has moved from a division structure to a structure that empowers regions to execute their marketing and menu plans toward their specific demographics.

Four ways the game has changed for restaurant brands

Nimbleness, dynamic customer relationships, customization and millennial insights are all key to brand success, says FOCUS Brands CEO Steve DeSutter.

Taco Bell's new mobile app the brand's 'biggest innovation since the drive-thru'

Taco Bell fans can order ahead, pay, gift and 'Rotate to Reorder.' The company also announced a catering and Google Glass training test.

McDonald’s 'aggressive change' includes localization, digitization

The company is betting on 'Experience of the Future' initiative to stop hemorrhaging sales.

Nine keys for driving speed of service

Restaurants can become victims of their own success when high volume slows down service. Check out these tips for satisfying the need for speed.

Deliver more than food; deliver an experience

Lean on your supply chain partners to innovate for you; they have resources and answers.

How to use technology to turn customers into loyalists

There is no longer a one-size-fits-all approach to marketing; technology is personalizing the customer experience.

Uber's move into foodservice showcases importance of convenience

Recent partnerships and service launches show that consumers want convenience and are willing to pay for it.

How to cultivate a loyal guest at your restaurant

Loyal guests don’t just randomly happen: they are cultivated through good food and great experiences.

Report: Restaurant mobile websites slow to load digital orders

If mobile websites included a click-to-order button that routed customers to a geolocation API, the brands' mobile experiences would be better suited to handle each query.

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NEWS


McDonald's adds iBeacon technology in Georgia restaurants

McDonald’s franchises in Columbus, Georgia, are integrating beacon technology, powered by Bluetooth low-energy beacon solution provider Piper. The objective, according to a company news release, is to give customers a new and better dining experience. With Piper's platform, supported by...

Interactive Customer Experience Summit coming to Chicago in June

The conference will focus on technologies such as digital signage, self-service kiosks, mobile and tablets, as well as emerging technologies like beacons, virtual assistants and augmented reality.

In-N-Out Burger ranks on top for customer centricity

dunnhumby, a customer science company, announced that T.G.I. Friday’s and In-N-Out Burger topped the Top 10 list in its second Customer Centricity Index on foodservice retailers. According to a news release, the CCI measures how well retailers are responding to...

LivingSocial adds communication platform for merchants

LivingSocial has launched Connect, a communications toolkit for merchants to engage and build relationships with customers acquired through its platform. According to a news release, with the addition of the Connect features to LivingSocial’s Merchant Center, businesses can now: Personalize...

Delivery startups targeting fast food crowd

The quick-service marketplace continues to get more crowded. A growing number of online food companies are popping up, particularly in the San Francisco area, and they’re calling themselves a "healthy replacement for fast food." Bloomberg Businessweek featured some of these companies recently, including Sprig Inc., Munchery Inc.

Paris Burger King is a whopper

Burger King opened its 13,000 square foot flagship Paris restaurant.

Captain D's opens company store featuring coastal redesign

Captain D's is stepping up its company-owned store game with the opening of its new restaurant in the Five Points area of Birmingham on Oct. 20.

Sydney McDonald's tests customizable ordering kiosk

A Sydney McDonald's has piloted a touchscreen kiosk for guests to customize orders

Dunkin' customers consume the most Wi-Fi data in coffee category

New research from network analytics and mobile intelligence company, wefi, explored WiFi connectivity trends at national coffee chains. The company considered WiFi speed and application usage patterns of customers at these restaurants, and found that Starbucks, Tully's Coffee and Dunkin'...

Taco John's adds guest feedback platform

Taco John's has added InMoment's cloud-based customer experience optimization platform. The platform will be used for Tell TJ, Taco John's guest satisfaction survey program. "The customer experience has always been at the heart of Taco's John's culture," said Shawn Eby, VP of operations, in a news release.

McDonald's creates customer officer position to sharpen marketing focus

As part of its attempt to sharpen its marketing focus and turn sales around in the US, McDonald's has named its first-ever vice president-customer officer. According to Ad Age, Fred Ehle will report to CMO Deborah Wahl and will be...

Krispy Kreme's pirate-themed promotion returns

Krispy Kreme’s annual pirate-themed promotion returns Sept. 19 in honor of International Talk Like a Pirate Day. On that day, customers who talk like a pirate or wear an eye patch will receive a free Original Glazed doughnut.

Kentucky company launches self-service reservations widget

Louisville, Ky.-based QSR Automation announced the release of DineTime Host version 3.0, a browser widget that when added to a restaurant's website provides self-service reservation options that sync in real time.

OrderUp to target underserved delivery market

OrderUp, a Baltimore mobile and online food ordering and delivery service, announced the company raised $7 million in funds for nationwide expansion and delivery technology.

Cinnabon launches baking kit in selected Walmart locations

With the introduction of the Cinnabon Baking Kit, available exclusively at 2,500 Walmart stores, consumers can now create the popular cinnamon rolls at home. Each kit makes eight cinnamon rolls; the same ingredients can be used to make other treats...

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Consumers value great customer service. If you give customers an experience that exceeds their expectations, they'll gladly pay more for it...and recommend you to their friends! Deliver a bad customer experience, you'll be the one paying the price.