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Over the past two years, McDonald's conducted an intense overhaul of its restaurants nationwide. The company has pumped billions into new technology, renovations, and training. With competition and financial reports keeping the company on its toes, emphasis is now on faster and more accurate DriveThru service, a greater variety of products on the menu, and the new "Made for You" kitchen systems.
|SIDEBAR: McDonald's Taglines and U.S. Milestones|
Re-training for crew members prescribes friendly smiles and positive attitudes, complimented by new uniforms. "When customers walk into a McDonald's," explains Zwain, "they walk into our brand. But they don't see the good intentions of management—they see the crew behind the counter. The crew is the heart and soul of the brand."
"We're not a burger business that serves people," Zwain told QSR. "We're a people business that serves burgers."
A series of new commercials featuring "We Love to See You Smile" begins airing June 30. The national advertising campaign supporting McDonald's new focus will be led by DDB Chicago. Miami based del Rivero Messianu created advertising targeted to Hispanic consumers, while Burrell Advertising in Chicago created the spots targeted to African-Americans.
"We're focused on Americans of all demographic categories—we're aiming for customer satisfaction across the board," says Zwain. "McDonald's is part of the rich fabric of America, and we want that fabric to sparkle."by Kathryn Crowder