Case Study on Customer Service (and Getting The Basics Right) - The "Maccas" issue

What happens when you get one of the sharpest minds of marketing, customer service and CX to drive through a @Maccas drive-thru? they get called out because it seems they live now only basking on their former CX glory...

But this gives Phil a great opportunity to point out how a brand can lose their edge and slowly decline their CX quality while "resting on their laurels", and at the same time remind us the importance of getting the basics right, always.

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