Through the eyes of Paula… Brand experience evaluations are conducted when a company wants to compare its customer experience with its standards and procedures. Customer experience can frequently differ from what a company intends for its customers, much like the ongoing human struggle of trying to unite reality and perception. A company could create ideal […]

We all know the McDonald’s golden arches; large, golden, usually mention over a billion served… it makes them hard to forget. But what if a McDonald’s franchisee decided they didn’t like gold and wanted green arches instead, or maybe blue? Suddenly, this franchisee wouldn’t fit with the McDonald’s brand, would it? It wouldn’t matter that […]