Crispy vs. grilled: a lesson in customer experience

I was driving back from Washington, DC this weekend after spending a couple of days admiring the cherry blossoms and taking my oldest son sightseeing. Wanting to grab something fast for lunch, we stopped at McDonald's a few miles outside the capital. I ordered Chicken McNuggets for my son and a couple of crispy chicken snack wraps for me (it seemed healthier than a Big Mac®). I waited to get back on the interstate before tearing into the bag. Big mistake. The first bite confused....

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