Customers’ expectations are rising and businesses are simply not catching up. This leaves many customers unsatisfied with the quality of service they are getting and it presents a major challenge to businesses. From the eyes of a customer service associate, I see the following underlying factors pushing the customer service bar rapidly beyond many businesses’ […]

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 […]