CX and Tacos, by C.A.R.L.

It's Friday, end of the white collar workweek and that means yesterday was Taco Thursday. Ten years ago, I spoke on how Big Blue was partnering Watson with Chinese healthcare systems to detect cancer early. Today, I'm using CARL to write Customer Experience and Leadership articles. It's hard to tell if this is progress or another insight into The Crumbles.

In past articles, I've shown the prompts, the back and forth, the iterations of using AI to generate content and then -- here's the important part -- to tweak and adjust the story to sound less, how should we say this....less AI generated?

Today, we'll just show the end product. We'll skip the prompts and leave it at one prompt and five follow-ups. If you want to know the specifics, let me know and I'm happy to share over a video call.

Everything below this is the AI version of what I experienced yesterday and fed into several systems, along with the adjustments I asked for.

In today’s competitive landscape, exceptional customer experience (CX) is a critical differentiator for businesses across all industries. This story highlights a real-world example, demonstrating the impact of personalized service and customer-centric policies. The following narrative showcases how a simple interaction can enhance customer satisfaction, promote brand loyalty, and exemplify the principles of excellent CX.

Jake pulled into the parking lot of his favorite fast-food joint, Tacos Tacos Tacos, with a rumbling stomach and a craving for their signature Tacos Tacos Tacos Combo. The clock on his dashboard read 7:45 PM, and the neon sign glowed warmly in the early evening light. He had had a long day at work, and the thought of a quick, delicious meal to cap off the day was immensely satisfying.

The drive-thru line was surprisingly short for a Friday night. Jake rolled down his window as he approached the illuminated menu board. The voice of a cheerful employee crackled through the speaker, greeting him enthusiastically. “Welcome to Tacos Tacos Tacos! What can I get started for you today?”

“Hey, can I get a Tacos Tacos Tacos Combo, medium fries, and a large iced tea?” Jake replied, his mouth already watering at the thought of the flavorful food.

“Sure thing! Anything else for you?” the voice asked.

Jake pondered for a moment but decided to stick with his initial order. “No, that’ll be all, thanks.”

“Great! Your total is $8.47. Please drive up to the window.”

Jake inched his car forward, fishing his wallet out of his back pocket as he approached the window. The scent of seasoned beef and freshly fried tortillas wafted through the air, intensifying his hunger. He handed his credit card to the young man at the window, who had a name tag that read "Tom."

Tom swiped the card with a smile and said, “Thanks! Your food will be ready in just a moment.” He turned to grab Jake's order from the counter behind him.

As Jake waited, he glanced at the dessert menu plastered to the side of the building. Suddenly, the image of a caramel cheesecake churro caught his eye. It looked delicious and exactly what he needed to top off his meal.

When Tom returned with a tray holding Jake's Tacos Tacos Tacos combo, medium fries, and large iced tea, Jake blurted out, “Actually, can I add a caramel cheesecake churro to that?”

Without missing a beat, Tom grinned and said, “It's never too late to add to your order! One caramel cheesecake churro coming right up.” Tom quickly added the churro to the order on the register.

“That brings your new total to $11.46,” Tom informed him.

Jake handed over a few bills, appreciating the seamless experience. “Thanks a lot. You guys are awesome.”

“No problem at all,” Tom replied. “Enjoy your meal and have a great night!”

Jake drove away, savoring the first bite of his churro and thinking about how a simple phrase, “It’s never too late to add to your order,” had made his day. It wasn’t just the food that had impressed him, but the warm, friendly service and the willingness to go the extra mile to make sure he got exactly what he wanted.

As he bit into his Tacos Tacos TacosCombo, Jake reflected on the power of excellent customer experience. It wasn’t just about getting the order right; it was about creating moments that made customers feel valued and appreciated. And tonight, Tacos Tacos Tacos had done just that.

This story is a testament to the importance of customer experience in any industry. By training employees to be flexible and accommodating, Tacos Tacos Tacos turned a routine transaction into a memorable interaction. Such practices not only fulfill customer needs but also foster loyalty and positive word-of-mouth, critical components in today's competitive market. This narrative serves as an exemplary model for businesses striving to enhance their CX strategies, demonstrating that even small gestures can leave a lasting impact.