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Chick-fil-A

FAST FOOD PLUS

Chick-fil-A engaged Point Forward to feed their innovation funnel with breakthrough ideas for a more memorable customer experience.

Many people would be surprised to know that Chick-fil-A is the
second largest quick-service chicken restaurant chain in the United States.

Throughout the South, Chick-fil-A enjoys a passionate following of loyal customers, won by their food and polite,
friendly service. Using ethnography to inform and load company creativity, Point Forward contributed to a number of
programs, ranging from focused and tactical to broad and strategic.

Together, we helped Chick-fil-A sustain industry-leading hospitality through personal connection and genuinely
fresh food, while maintaining high levels of throughput.

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New customer experience imperatives now direct
Chick-fil-A’s menu board design, drive thru re-engineering,
packaging, and service design.