Chipotle wants to offer a great beef burritos with a “personal touch”. The problem is that “personal touch” goes out with friends, gets too many beers and goes back to work with a hangover. You can’t control “personal touch”.
When your processes fail: The hard truth behind the fluff.
Sofia Quintero
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It’s why brand and values are so important. Consistency of brand, service and communication out lives a hangover.

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