As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed. The ability to empathize and be human is now cited as a reason why customers stay or go. It is a condition for earning that sale.
Amy’s Ice Creams looks at ‘going out for ice cream’ as a total sensory experience that can revitalize a less-than stellar day.” Part of the joy of going to their ice cream shops is wondering what kind of floor show you’ll be greeted with. Getting the right people to work at Amy’s has spurred their growth. Amy’s applicants receive a white paper bag. It must be turned into a creation and brought back within a week. From this white paper bag, Amy’s finds the personalities to fill their shops.
At Chick-fil-A, they decide to grow their company by believing in the integrity, ability and values of store operators and employees. They accomplish this by selecting only those people who they see as long term partners. They want the folks they bring into their business today, to be part of the long-term story of Chick-fil-A.