Over the holiday break, my wife and I had two memorable experiences when we went to Morton’s and the Olive Garden for dinner. These chain restaurants sit at different ends of the market, and we had very different experiences — but not in the way you might expect.
I am not talking about the food; I am talking about how the marketing staffs at both chains responded to me as a customer after I left the premises.
We had a bad experience at Morton’s, a top-end steakhouse, and a great experience at the Olive Garden. As an experiment, I posted comments on both chains’ website feedback forms, and I posted two tweets on my Twitter account. This is when things got interesting.