In the late 1950s, McDonald’s executives discovered that being in the real estate business was more profitable than focusing solely on the food business. McDonald’s founder Ray Kroc had a business partner, Harry J. Sonneborn, who devised a plan to purchase or lease the land on which nearly all McDonald’s restaurants would be located. He then charged franchisees a monthly rental fee for the land, or a percentage of their sales, whichever was greater. The rest, as they say, is entrepreneurial history.
In today’s mobile society, people socialize, shop, work, and play anywhere and everywhere. Yet even as many aspects of communications and commerce have gone mobile, the physical address has remained static. Wouldn’t it be convenient if you could direct your mail to meet you wherever you go? So, instead of going to your mailbox, your mailbox came to you.
Some of our recent blogs have considered the customer experience from a number of different angles – from the mystery shopper program to the reliability of underlying systems that support customer service. This week we ask if technology might have a role in improving the customer experience.