Building Customer Loyalty
Chick-fil-A is an example of an excellent company with an “okay” product. Its stores sell chicken sandwiches . . . where can you not get a chicken sandwich? Yet, they attract a customer type that keeps coming back to them.
I mentioned that one of the interesting aspects of Chick-fil-A is its restriction on the number of stores that franchisees may own. They are required to spend time in the store and with their customers! Walk into a Chick-fil-A, and you will probably bump into the owner of the restaurant. Have you ever gone into one of the big-name fast-food restaurants and met the owner of the franchise? You probably haven’t, since they tend to own lots of them and let others run the stores.
I was also made aware ...
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