Improving your customer experience might be the most effective way to market your concept.
The adage “the little things you do matter more than the big things you say” applies in fast food more than almost anywhere else. In a research study I recently conducted on quick serves, 48 percent of people said there’s a big difference between what fast food restaurants promise in advertising and what customers experience. For some chains, more than two-thirds of people reported a gap between brand promise and reality.
