Does your brand stand for great food delivered fresh and hot, friendly and responsive service and clean facilities? Or does it stand for okay food, service you get everywhere and an environment best described as “unacceptable” to guests? Very likely, your brand is somewhere in between. Also very likely, it is not as good as you view it to be. One of the universal traits we observe when we take on a client is their absolute belief that they know their customers quite well ...

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