If I asked you to guess which company had the third most popular app and was fast implementing new technologies that their customers are lining up for, enhancing their customer experience, who would you guess?
Nope. Scroll down……..
Over the next year, customers will be able to go to any McDonald’s around the country and order directly from one of their new in store kiosks, after which they can then pick up their food at a counter or wait on an employee to bring the meal directly to the table.
It makes sense since when you really think about it, McDonalds is in the convenience business. People eat there because they don’t have time (or desire) to cook, and they want a meal that won’t break the bank. We live in a world where we are used to using a computer, pad or phone to streamline most of our daily chores, so a self-serve kiosk (or mobile app) is comfortable to us. McDonalds understands their customer and how to use this insight to enhance the customer experience.
But McDonald’s knows that it’s not about the kiosk. As Justin Bariso points out in Forbes: “The new tech is only the surface. It’s about reaching people emotionally.” It’s about the experience, the journey.
“But I’m not McDonalds!” You don’t need McDonald’s vast resources to understand your customers experience. Map your customer’s journey from their viewpoint; it might lead to unexpected treasures.