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Posts tagged with mckinsey

  1. Quick-Service Restaurants (QSR) in COVID-19 Times

    The pandemic has hit many quick-service restaurants hard. Although a few quick-service restaurants (QSRs) are seeing heightened demand in takeout and delivery, most other QSRs have experienced dramatic sales declines. A few restaurants have already declared bankruptcy; others report that they soon won’t be able to cover their rent and…


  2. How Restaurants Can Thrive In The New Normal

    COVID-19 has not only been a devastating public-health crisis, it has also been the restaurant industry’s greatest challenge to date. Never before have so many restaurants been forced to cease operations; some will never reopen. McKinsey estimates that, of the 650,000-plus US restaurant locations that were in business in 2019,…


  3. Connecting with customers in times of crisis

    Executives are typically approaching customer experience by creating seamless, convenient and engaging customer journeys; however, the needs of customers at the moment have shifted dramatically towards more essential concerns. Leading organizations are reorienting their customer-experience efforts to meet their customers’ primary needs, such as safety, security, and everyday convenience. These…


  4. Adapting customer experience in the time of coronavirus

    In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have…


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