Not Lovin' It: How the McDonald's App Turned Customers Into the Product
McDonald's built one of the most downloaded food apps in the world, and the customers using it describe a crime scene: orders charged and canceled with no refund path, deals that vanish at the register, rewards that fail to scan in front of a line of strangers, and a privacy policy that says the company may profile their psychological trends and behavior. In this zoomed in episode, Brian J. Crowley and Eve Eden investigate how an app can be a business triumph and a customer experience disaster at the same time?
Links:
WFTV Action 9 investigation on canceled orders and refunds…
The skinny
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