Overview
- This week McDonald’s rolled out its “Make it Golden” retraining for about two million employees to restore frontline greetings and increase customer-service checks.
- Starbucks has committed roughly $1 billion to redesign stores with more seating, power outlets and personalized touches to make locations social destinations again.
- Burger King is redesigning restaurant layouts, hiring tens of thousands of staff and creating new floor roles to put a visible employee back at counters and drive-thrus.
- Retailers and chains including Amazon Go, Walmart, Target and several restaurant brands have removed or scaled back kiosks and cashier-less formats after persistent glitches, confusing interfaces and rises in theft.
- Industry studies and surveys show many customers prefer human ordering, and executives say companies will keep back-of-house tech for efficiency while restoring front-of-house human service.