When restaurant franchisees hire lawyers and a ‘communications specialist’ you can be sure that the undercurrents of discontent have surfaced. Franchisees believe that they are closer to the customer in many cases than employees working in the corporate office and often believe they have the pulse of the consumer—and that is a good thing.
When an industry sector is capitulating customers, sales, and retail format customer relevance they seemingly want to blame someone else. One company told me, “it’s not our fault customers are migrating to other formats."
McDonald’s and Starbucks continue to cultivate customer relevance, leveraging technology in both the front and back of house operations. However in 2017 both will elevate the consumer focus with voice recognition ordering.
Cyber data and consumer discontent were not among the three C’s of success for Denny’s. However many times after a company experiences consumer discontent they step up in the minds-eye of the consumers to refocus, retool, and refresh.
Back in the day, I worked alongside Tim Glass, Ford Smith (Pet Smart founder) and Jim Brimhall. These men were co-founders of cyberslice.com, the company that signed Papa John's to become the first chain restaurant in the world to offer online ordering.