Eliminating Hard Knocks at Hard Rock

摘要

Dining at the Hard Rock Cafe is more than just a meal, it's an experience that brings customers into its stores around the world. Those customers not only expect a good meal, they also want to hear good rock 'n roll music and see one-of-a-kind memorabilia. Often, they want to take home a memento of their visit. Hard Rock merchandise is recognized and collected by patrons worldwide. But its sales also represent almost half the revenue for the restaurant chain. Getting that merchandise into its customers' hands represents some unique challenges for the Hard Rock Cafe. A missed delivery deadline can mean the difference in a customer's experience at Hard Rock. "Every time a delivery is late, we miss out on an opportunity to satisfy a customer," says Tony Paladino, director of distribution and logistics for Hard Rock Cafe Worldwide. "If the sweatshirt they wanted is not available or doesn't come in the right size or color, we might not get a chance to get the customer back."