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.

Steve Robinson, former CMO of Chick-fil-A, shares invaluable insights from his 35 years building the brand. He emphasizes the importance of patience in hiring for cultural fit, which fosters team chemistry. Steve recounts Chick-fil-A's resilience during a financial crisis, highlighting how a community-focused approach drove innovation. He also discusses the shift towards selflessness in team culture and the brand's creative marketing journey that transitioned from transactional to emotionally engaging advertising, revolutionizing its identity.