Let me start by sharing the shortest story ever.
I once went to KFC and was told they were out of chicken. I was pissed. The end.
The moral of the story?
KFC committed the single biggest blunder a business can make. It had nothing to do with an off-color tweet, a website that wasn’t optimized for mobile, or poor customer service.
It had nothing to do with a dirty tray, not enough registers being open, or watered-down soda.
KFC committed the single biggest blunder a business can make because…
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