Success does leave clues and McDonald’s is not the global leader delivering fresh fast food because they got lucky. McDonald’s is the leader because the focus on the customer time and time again. Getting things right takes hard work and continue refinement and retooling according to Steven Johnson, Grocerant Guru® at Tacoma, WA based Foodservice Solutions®.
The old formula for the price, value, service success was: Price + Quality + Service + Portability = Value. That formula has evolved with Gen Z and Millennials today. Foodservice Solutions® Grocerant Guru® has once again retooled, reevaluated, calculated then evolved the formula and here is the new formula: Price + Quality + Social + Portability = Value.
McDonald’s did three things very well to garner buy-in and get the results that they were looking for. Those three things were:
1. Engage franchisees and hold competitions,
2. Add new technology to speed service,
3. Reduce the size of the menu.
With-out a doubt McDonald’s efforts to speed its drive-thru’s are worked as they have cut 15 seconds off its service times through the window. Focusing on the customer experience and touchpoints resulted in year over year drive-thru service times were 15 seconds shorter.
McDonald’s CEO Steve Easterbrook stated “I mean, that’s notable,” .. “Clearly, that’s rewarding for customers. There’s certainly a lot more to do. But I am really encouraged.”
Consumers love the fresh food fast and McDonald’s does close to 70% of its domestic business through that window. That my friends is a customer touchpoints that can not be overlooked.
So, technology isn’t just inside the company’s restaurants. McDonald’s acquisition of Dynamic Yield earlier this year is largely focused on the drive-thru and is already paying dividends.
The acquisition has given the company access to technology that enables it to reconfigure menu boards in the drive-thru based on certain factors, like time of day, what the customer is ordering, or the weather outside. It can also speed orders by suggesting simpler items. Yes, McDonald’s is looking a customer ahead. Are you?
Foodservice Solutions® Grocerant Guru® asks how are you evolving the Price, Value, Service Equilibrium?
Foodservice Solutions® team is here to help you drive top line sales and bottom-line profits. Are you looking a customer ahead? Visit www.FoodserviceSolutions.us for more information or contact: Steve@FoodserviceSolutions.us Remember success does leave clues and we just may the clue you need to propel your continued success.
McDonald's is Looking A Customer Ahead
In a Battle for Share of Stomach