Steve Robinson

Steve Robinson, former CMO of Chick-fil-A, shares his wealth of experience in transforming customer interactions over 35 years. He discusses the shift from mere transactions to fostering emotional connections with customers. Steve highlights the importance of continuous feedback for innovation and how exceptional hospitality can thrive even during economic downturns. Drawing inspiration from brands like Ritz-Carlton, he emphasizes a strong brand promise and the invaluable role of customer loyalty in maintaining brand relevance.