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In 2002 Jim Cantalupo came out of retirement to lead McDonald's turnaround back to profitability and restore the image of one the world's best known brands. The new strategy was called the McDonald's Plan to Win and focused on what the company identified as its five key drivers of success: people, products, place, price, and promotion. The first driver of exceptional customer experiences would focus on people, the employees who dealt with the customers on a daily basis. In response to a customer service ranking that rated McDonald's dead last in the fast-food industry, even lower than the IRS. McDonald's vowed to do a better job of staffing its restaurants at busy times and rewarding employees for delivering outstanding customer service...
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