As a customer, I feel both used by the corporation and a little guilty for the company's overworked frontline employees.
There's a shared sense that we have drifted from our core. We have an opportunity to make the store experience better for our partners and, in turn, for our customers.
These moments are opportunities for us to do better. It can feel transactional, menus can feel overwhelming, product is inconsistent, the wait too long or the handoff too hectic.
Chipotle's digital focus on loyalty programs and to-go orders came at a cost of Chipotle's core customer experience.
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