As a long time Atlien and patron of CHIK FIL A… one of our beloved home-town brands… I often wonder what their leadership, marketing and PR teams think when they see things like this photo?
Every year around this time (Pride)… and occasionally throughout the year… you’ll see posts and hear rumblings about Chik-fil-a and their policies and ties to conservative Christian values. But do they care? And more importantly, should they care?
Pragmatically speaking… Chik-fil-a is hugely successful. They have a strong product and service record. And they seem to have a pretty firm grasp on who their audience is. And don’t we - in consulting, CX and brand/marketing/advertising - always preach the value and power of authenticity? So is Chik-fil-a doing it wrong… because one could argue this is definitely them being authentic.
Don’t get me wrong, I’m not arguing for or against anything here. I am simply saying that we - in the “industry” - often speak out of both sides of our mouths. We preach authenticity… but then scold if that authenticity offends the sensibilities of a particular group or set of groups. And that pendulum can often swing both ways. And its self defeating.
I am a fan of authenticity. Know your audience and speak to them. Not everyone is a good fit for your product, service or ethos… and that’s ok. That leaves room for competition in the market. And competition is good… otherwise our choices will become limited, quality will dwindle, dogs and cats will start sleeping together… CHAOS!
An interesting question/conundrum. What are your thoughts?
#chikfila #brand #authenticity #knowyouraudience #cx
Massachusetts REALTOR
3moMy experience was not so relaxing as a matter of fact it created more stress and was a waste of my time: I bought a gift card for a massage on December 9th,2023 as a stocking stuffer. It was $129. I purchased in Salem, NH, and was told it could be used in any of the area's facilities. Fast forward to July 9th when the gift card recipient went to Newburyport to use it. Had a mediocre massage at best, mainly because of the attitude of the massage therapist. Went to leave and present the gift card and was told there was no money on the gift card and they had to pay. The recipient called me to tell me that the card had no money! How embarrassing! The person who received the card as a gift was mortified. I immediately called the Salem Spa they confirmed that I did make a purchase on December 9th. I was assured it would be taken care of and have the charges reversed. No call back yesterday. No call back this morning, even though I was told it would be taken care of immediately. Called again and was given a story that Newbuyrort was looking into it. While Newburyport could not access that, I purchased it, and Salem did in 2 seconds. A bit of a disconnect here.