Q: In a recent column you contrasted customer service and customer experience. I understand the difference now, but how should I work on my customer experience?A: So glad you asked! Customer experience is the new battlefield where the war for customers’ dollars and devotion is fought.
You would be hard pressed to find a quick-service operator who, when asked why they started their own business, answered by saying it was to become the CIO of the company.
Twenty years ago, Toni Foley began bartering. These days, she won’t run her restaurant—five-year-old Eastside Café in Fairport, New York—without the practice.
75: KFC’s Original RecipeColonel Harland Sanders may have opened his original restaurant, Sanders Court & Café, in 1930, and the Kentucky Fried Chicken franchise may have formally launched in 1952.