Look out quick serves: Generation Y, aka the Millennial Generation, is coming on strong. From third-graders to grownups pushing 30, they want it their way from Burger King and every other industry player. The smart restaurants will make sure to comply, because the Millennials number 92 million, making them the largest generation in the country. […]

Cleanliness, so the expression goes, is next to godliness, and while no expert would elevate the need for a tidy restaurant to the realm of spiritual enlightenment, many are passionate about one point: Now is not the time to slack on the suds. According to a recent retail consumer study performed by M/A/R/C Research and […]

In an industry of ever-more-ostentatious offerings, the Italian ice is about as humble as it gets: water, fruit, and sugar. Yet, Rita’s has parlayed that simple formula into a successful franchise business with an enviously loyal customer base. For the country’s largest Italian ice concept, which turns 25 this year, simple is anything but stupid. […]

Twenty years ago brands were concerned with total quality management. Then along came customer satisfaction management. Recently, some organizations have begun talking about managing the customers’ experience. This is an advanced view that suggests that what really dictates whether the customer will be a long-term asset is how he felt during his total experience at […]