At Chick-fil-A, the focus has always been on customers and culture. In this video, Ryan Magnon Senior Manager of Chick-fil-A’s Hospitality and Service Design Organization, discusses how the service model is the framework for their Customer Experience.
You can’t deny that Chick-fil-A has a great product, but as Ryan put it “that’s just a ticket to entry”. This is where Chick-fil-A’s 2nd Mile Service comes into play.
- The foundation is Operational Excellence
- The next piece is a Quality Product
- The final aspect is Genuine, Proactive, and Personal Hospitality
Chick-fil-A’s 2nd Mile Service was made to ‘Surprise and Delight’ customer’s and create a great experience for everyone.
Learn even more about how Chick-fil-A’s service model produces such great experiences that it keeps their customers coming back for more in the video above.