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Why Howard Johnsons failed

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Uploaded by on Sep 3, 2008

Clip of customer experience guru Lou Carbone's presentation. Talking about why Howard Johnson's failed.

Experience Engineering:
http://www.experienceengineering.com

Follow Lou Carbone on Twitter:
http://twitter.com/lou_carbone

Buy Lou's book "Clued In: How to Keep Customers
Coming Back Again and Again" here:
http://www.expeng.com/publications/clued_in.aspx

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Uploader Comments (ExperienceEngin)

  • this restaraunt chain is totally non existant??

  • @acerb45666555 As of September 2010, there were only three Howard Johnson's restaurants in business, each of them a former franchised restaurant from the original Howard Johnson's company

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  • Like my grandpap says - "Howard Johnson's used to be a good place to eat on the road. But they didn't use artificial flavor enhancers the same way as fast food trash restaurants and so they were underbid by the junk food makers". Grandpap says they use the same flavor chemicals in fast junk food as in cattle feed and cat food."

  • Wow! That is very telling. They were so myopic that they let the chain vanish from existence. Instead of fixing the 28 flavors and innovating and creating new flavors, they focused on conditions they could not change. That is pretty ridiculous.That ruined an American Icon.

  • let me guess. was Johnson junior a bossy, overbearing, over confident, aggressive personality prone to screaming at his employees? if so, im not suprised he destroyed his own meal ticket! by thinking he was Icharus!!

  • Howard Johnson's owned the quality roadside family restaurant business. They had no rivals, and there is no equivalent today. They have been replaced by junky diners and fast-food joints, and overpriced chain eateries. With HJ's you always had the feeling that the management and clientele could all be your neighbors, not some faceless unfortunates.

  • He is referring to Howard Johnson's son, who took over his father's company in the early 1970s. Rather than trying to modernize and expand the HJ restaurant, he focused far too much on off spring restaurant chains, nearly all the failed. By the time he focused on HJ's, they were running out of money from all the money they spent on failed restaurant prototypes that he began cutting corners with the HJ brand, causing it's collapse. Amazing that there were over 1000 HJ's in the US at one time.

  • Awesome!!!!!!!!!!!!!!!!!!!! I wish companies thought more about value of engaging and keeping customers for life rather than saving pennies!

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