Chick-fil-A

Starting a New Dia-blog

In 2007, Dan Kim started blogging about his newly conceived frozen yogurt concept, Red Mango, months before the first location even opened its doors. Using MySpace as his primary outlet, Kim built an online buzz about the chain, posting photos of the store’s progress while keeping his future customers apprised of his passion and love for the product. 

He remains an avid devotee to the blog, as well as to Facebook and Twitter, even now that his Dallas-based chain includes more than 60 locations in a dozen states.

Local Heroes Top Golden Arches

In a recent survey, local brands, fast casuals, and (of course) Chick-fil-A rank at the top of consumer satisfaction list.

Chick-fil-A, Chipotle, and Panera Bread rank among the best quick serves in the country in customer satisfaction, according to a study J.D. Power and Associates released on Tuesday.

The 2010 U.S. Restaurant Satisfaction Study evaluated consumer responses to an online survey that measured four aspects of customer satisfaction: price, environment (ambiance, cleanliness, convenience of location/hours), meal (quality/taste of food, meal presentation, portion size), and service (speed, wait staff courtesy/friendliness). 

How to Do it Right: Hiring

The battle to hire and keep the best people starts with the first time you have contact with prospective employees. Customers of the best fast-casual operators expect more in terms of food and service than what they get from competitors in other segments. 

This poses a great challenge for us in the segment, as employees have the opportunity to make more money working for mediocre casual-dining chains because of the tipping model. But we can beat that.

Quick Service in 2060

The economic roller coaster of the last 18 months reminded every brand in quick service that survival is not guaranteed, and QSR is taking this new thinking as an opportunity to look at life after the recession—way after.

Advertising Age recently ran a hilarious peek into the future called “The Most Influential Brands of 2090,” which you can read here. This got us thinking about the future of quick service and what brands in the industry might be dominant 50 years from now. With a nod to Michael Crichton’s novel Timeline for the opening conceit, here is the tongue-in-cheek guess of Greg Sanders, QSR’s associate publisher…

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