“...You can expose your audience to hundreds of promotions, countless television commercials and dozens of other brand/product awareness initiatives. All that effort, regardless of how well designed, integrated, humorous or well executed could all be lost with just one bad customer experience.”
This reminds me of my experience at this little “hole in the wall” where I had breakfast yesterday - Lee’s Cafe is on Fifth Avenue in downtown San Diego. It’s one of those places that you never really notice because it doesn’t have all the fancy awnings and outdoor seating that many of the restaurants on Fifth Avenue have. There really isn’t anything special about this little cafe and it looks like it hasn’t been remodeled for about thirty years. No fancy logos. No fancy napkins. The place was packed. The service was great!
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