How does Chick-Fil-A consistently train the best employees in fast food? The short answer is, they don’t. Chick-fil-A founder Truett Cathy addressed this very question directly in a 2005 interview.…

Until a company is delivering an optimal customer experience through excellent and consistent customer service, it is not well positioned to achieve maximum benefit from…

“Anybody who doesn’t understand that companies are in business to make a profit isn’t plugged in right.” That colorful sentiment was issued by a colleague…

The most important marketing weapon for consumer-facing brands is something most companies assign exclusively to human resources. It’s people. The customer experience is a social…

[Part Three of Six] “Anybody who doesn’t understand that companies are in business to make a profit isn’t plugged in right.” That colorful sentiment was…

[Part Two of Six] The short answer is, we don’t. Chick-fil-A founder Truett Cathy addressed this very question directly in a 2005 interview. He acknowledged…