I wonder if he would hold the same excitement for KFC had he waited in the drive-thru line, only to be told the coupon would not be accepted. Add to that frustration, be told that to get the raincheck, he would have to park his car and come into the store to complete the form.

I sent an email to KFC reporting my coupon experience. Surprisingly, a few days later I received four $1 coupons for my trouble.

KFC leaders should have remembered the movie line: If you build it, they will come." Bottom line: When offering free food, be sure you can feed the masses.

[Quote Steve] ] We live in a global business world, so what's the big deal if an Aussie is heading up KFC? [end Quote]

He's South African, not Australian.

I think his style of delivery is completely inappropriate for the message (at least in an Australian culture). He's been coached into 'car salesman' mode.

Dean (Australian)

We live in a global business world, so what's the big deal if an Aussie is heading up KFC? Get used to it. I think he did a good job. American CEOs doing corporate mea culpas could learn a thing or two from this chap on how to be more cheerful and confident in the face of potential business adversity.

I agree about the cheerfulness. He sounds so happy that my first reaction was that it's another marketing scheme. Sorry can't cash that free food coupon. Give us your address and we'll send you another coupon! Then, we'll say we can't cash that one and send you more marketing literature AND we'll sell your address to cover the cost of this promotion.

A good response in general, but a bit canned. By the way it was done, I expected him to say, "And yes, I AM using a teleprompter, which is why this address does not seem as genuine as it could have been."

Exactly on target, Tripp. Couldn't have said it better myself and I even have a slight Southern accent!

Well he definitely faced the camera rather than a side view like the Domino's response (yes, I was listening at the Ragan Un-Conference!). But this was so hype-y that it sounded more like a promo than an apology. You could "see" the keywords he was using. How 'bout authenticity?

Compared to the Domino's CEO responding to the disgusting YouTube video, this was an improvement. That said, it was almost too much. FIrst, I would have suggested a spokesperson with an American accent. Nothing against this man but the accent and jovial style were actually a distraction from the message. He almost seemed cheerful that people had problems cashing in their coupons. The lesson is the same as Dominos (and others such as the Maple Leaf CEO discussing Listeria contamination in his products) - find the best spokesperson. It may not always be your CEO. While the "press" may criticize you for using a "lesser" executive, the public will likely focus on what is said vs. who said it.

The whole debacle resulted from KFC taking advice to use tactics instead of strategy. Ask any author who's had a best-seller because of a mention on Oprah, etc. etc. what the impact of a mention on her show can be.

They should have staggered the coupon redemption dates to begin with. That would have been a smart strategy.

Wow, he is just a little too happy. I would have advised him to tone it down to show his regret over the situation. I think it is stretching it to say the demand is because the chicken tasted so good (although it may). People just wanted free food.