'We have to make our customers happy and bring them back again and again. The 'it's been a pleasure serving you' - we picked that up from Chick-fil-A and built that into our brand of service experience,' he said. 'We want to help people and thank people for coming in, just like they do at Chick-fil-A.

Novak said the program mirrors Chick-fil-A's training system. During a recent earnings call from parent company Yum! Brands, CEO David Novak said KFC is developing a stronger focus on the consumer experience that includes a systemwide training program applied to each team member in China.

'They're doing a lot of things from a cultural and service standpoint and they're hiring the right people to fit the brand.'Įven chicken rival KFC looks to Chick-fil-A for customer service pointers. Instead of selling a product, they are asking them to think about what's going on,' Knight said. 'That's a tough video to watch if you're a 17- or 18-year-old kid. The company is repeatedly named at the top of a number of customer service benchmark lists and has been cited by industry insiders as the standard-bearer.įor example, Jim Knight, former training and development director at Hard Rock International, said Chick-fil-A creates an ideal culture through its employee orientation and training, which includes the “ Every life has a story” video series.Īccording to Chick-fil-A, the video was created to 'remind us that everyone we interact with is a chance to create a remarkable experience.' The Atlanta-based company has set the bar high not only for its sales performance, but also for its customer service model. The chain is currently riding a record 47th consecutive year of annual sales increases. It has the highest same-store sales and is the country’s largest chicken QSR based on annual systemwide sales, according to the company. chain by sales in 2013, according to Technomic data, despite only being open six days a week. The chain is now an 1,800-unit, $5 billion-plus business. His imprint on the restaurant industry – particularly the quick-service segment – is indelible: Chick-fil-A claims to have introduced the original chicken sandwich 50 years ago. Setting the standard for customer service In late 2013, Cathy created a new Hawaiian-themed concept, Truett's Luau. He served as the chain's chairman emeritus until his death. He opened a diner in 1946, which eventually evolved into Chick-fil-A. He was 93.Ĭathy was born in 1921 in Eatonton, Ga., and grew up in Atlanta. Truett Cathy, who founded the Chick-fil-A restaurant chain in 1967, died early this morning at his home. Finally, better integrated competitive Web data has supported Chick-fil-A’s product strategy and tactical planning initiatives.S. With a more powerful, location-based promotion and pricing system, Chick-fil-A can now launch highly targeted campaigns, and is seeing substantial growth even when other restaurant chains are struggling. Franchises are now better equipped to decide on the right targeted menu and pricing, which has led to growth. Supported by the Denodo Platform, Chick-fil-A can now deliver menu information to franchise partners as a data service.

The Denodo Platform also integrates historical pricing data, along with competitive pricing and location data, for price-based-marketing. The Denodo Platform, which uses data virtualization to integrate information on outlet location coordinates and data on competitor locations, enables full-featured location-based services. And when Chick-fil-A needed to provide its partners with real-time organizational data, the company leveraged the Denodo Platform. In 2022 Chick-fil-A reported $4.5B in revenue.įounded as a family business in 1946, Chick-fil-A has grown to become the largest quick-service chicken restaurant chain in the United States. They have more than 2800 restaurants, primarily in the United States, and is known as one of the most successful restaurant chains. Chick-Fil-A is a quick-service chicken restaurant chain, headquartered in College Park, Georgia.

Chick fil a success story