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studies like “Fifth Edition State of the Connected Customer” realizes the importance of customer service.
starbucks At the time, it experienced a brand crisis due to poor service.
A bad preparation practice frozen in McDonald’s It was displayed on social networks and awaiting the position of the brand, the fact already has a bad precedent in this regard, after we saw an employee put his arm in the vegetable fat before freezing.
Within studies like “Fifth Edition State of the Connected Customer” It was found that 94 percent of the surveyed consumers said that a positive experience would make them buy again at that location, while 78 percent made a purchase evaluation based on the quality of customer service.
“During a May 2022 survey, 94 percent of responding customers said a positive customer service experience made them more likely to buy again. Additionally, 82 percent of customers would recommend a company based solely on excellent customer service,” he explained. Valentina Denchevaanalyst of Statista by exclusively presenting the previous study to platform subscribers.
“Arm flavored ice cream”
A tiktoker evidenced the moment in which an employee of McDonald’s he placed a kind of device in the tank where the vegetable fat is before it becomes ice cream McFlurry.
The complaint adds more than seven million reproductions in the account of Jericho Petrovich (@jerichogp, TikTok) and the video highlights the moment in which they are manipulating the gadgets inside the tank of grease while the employee is wearing gloves that are filled inside with the liquid, making it evident that the employee is contaminating the product.
Users such as “Fuentes” responded: “I gave maintenance to the machine’s pump, sometimes when filling the hopper with product carelessly particles of the glove bag fall”.
Lorraine Herrera concluded in a comment that the employee forgot to put the cross, so it would be impossible to put it since the tank was full.
“Those who don’t understand, that’s the ice cream processor and it seems to have come loose and the other one is trying to put it in but he puts his whole arm in,” he argued. Soto Glexanother user who gave his diagnosis of what happened and demonstrated the value of social networks to make these complaints for poor service.
The poor service of big brands has been evidenced in all kinds of videos such as the one recorded in August 2022 when the presence of a cockroach was captured in the steam arm of a Starbucks coffee maker, a fact to which the employee reacted with a cloth with the one who caught the animal, without following sanitary protocols to disinfect the metal arm that has direct contact with the drinks.
It was also not known how the insect was disposed of and what was done with the cloth.
These types of actions remind us of the challenge that exists at the point of sale, where a bad operation by employees of supply chains fast food It is evidenced in networks and shows the challenge of being able to develop creative resources that help to understand the market and not only that, they help to innovate what is remarkable to the consumer.
What stands out to the consumer, we see in these two cases, is the opportunity to respond to complaints of poor service that go viral on social networks. The brands that manage to take advantage of this contact opportunity are the ones that will earn consumer loyalty.
@jerichogp How is this event possible #viral #mcdonalds #malldelsur ♬ original sound – LuizHenriqueAlvarado
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