Move over, McDonalds. Chick-fil-A is now the most popular fast food joint in the nation, with more than 45 years of positive business growth. Why? Chick-fil-A has taken customer experience optimization to the next level by giving customers exactly what they want. How do they do this?
The food is good. Whether you order their specialty (a boneless chicken sandwich), waffle fries or their homemade milkshakes with a cherry on top, it’s delicious. In addition, Chick-fil-A provides opportunities to really indulge on their menu items, by hosting events like nugget nights.
Their employees are friendly. They provide good customer service, and they’re recognized for doing so. Chick-fil-A provides higher wages than many other fast food chains, and more noteworthy ways of recognizing employees. Work schedules are also flexible and recognize the value of each and every employee.
Their establishments are clean. Nothing turns off a customer in a restaurant more than dirty tables and a restaurant environment that is stressful and cluttered. Chick-fil-A prides itself on not only its warm atmosphere, but its cleanliness.
A solid social media presence. Customers can check them out on social media as well as their website, to look at menu options, locations, hours, and anything else they may wish to know before visiting in person.
They care about their customers. Chick-fil-A wants their customers to keep coming back for more, and the way they do this is by providing their customers with healthier choices. By getting rid of artificial dyes, high-fructose corn syrup, preservatives, and excess salt, they help ensure their customers will not only be around today, but for many more tomorrows.
They have perfected their product. Compared to many other fast food establishments, Chick-fil-A has a limited menu. By sticking to what they know, they have achieved the apex of their particular specialty. Whether it is a product or service that you offer, honing in on your key value proposition will help you more effectively optimize your company to reach your customers.
For more information about customer experience optimization techniques, contact us.