SESSION TYPE: Game Changer Session
VIRTUAL FORMAT: On-Demand
LEVEL OF CONTENT: Intermediate
WHO SHOULD ATTEND: Sales & Marketing Professionals, Single Family Builders - All Types, Remodelers
TRACK: Sales & Marketing
This on-demand video was accessible until March 31, 2021 only. The majority of educational content will be available through June 30. When Steve Robinson joined Chick-fil-A, the marketing doctrine of the day said that stakeholder and employee wisdom trumped customer experience. In a move that would help turn the brand into the fastest-growing fast food chain in the U.S. today, Robinson flipped the script and began placing customer experience above all else in every marketing plan he undertook. In this Game Changer session, Robinson shares what that meant in practice at Chick-fil-A, as well as what home builders can learn from the “Second Mile Service” hospitality guidebook it took Chick-fil-A seven years to complete and implement across their organization. Honest, funny, and revealing, this talk is a crash course in transforming the customer journey and creating a brand they can’t live without.
Open to all registered IBSx attendees. Click on "Get Video" and use your confirmation ID and Last Name to view the replay.
NAHB - 0.75 CE hour(s)