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Is McDonald’s Now Focused On Customer Experience?

The Experience Maker™
Is McDonald’s Now Focused On Customer Experience?
By Dan Gingiss • Issue #14 • View online
Fast food giant McDonald’s recently announced a new role of global chief customer officer, leading a brand-new customer experience team.
As a former employee who did not have a good experience there, I say: better late than never.
According to CEO Review, “The scope of the CXO extends beyond a Customer Service Manager: as the spokesperson for the customer experience they are tasked with ensuring each aspect of the business contributes towards a positive engagement between the brand and the consumer.”
The publication further spells out five main objectives of the role, including one that McDonald’s desperately needs: “Promote the culture of customer orientation internally.”
One event in particular during my tenure there highlighted the need for a focus on customer experience… KEEP READING

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