Winners: The Chicken and the South Korean Cars
For the first time ever, Americans are reportedly more satisfied with their fast-food dining experiences than they are at full-service casual restaurants, and they like Chick-fil-A better than anyplace else, according to a new report from the American Customer Satisfaction Index. (from FOX Business News)
What that means to you and me is that lower price alone won’t guarantee us a win, but when it’s combined with higher customer satisfaction, then you’ve hit the jackpot.
“If a lower-price competitor has higher customer satisfaction than a rival that competes on quality, the latter is obviously in serious trouble,” said Claes Fornell, Chairman of the American Customer Satisfaction Index.
Chick-fil-A has long been a model for a business with relatively low prices coupled with product quality and outstanding service. It’s why Chick-fil-A, a limited service restaurant, emerges victorious over it’s full service competitors.
So what’s the key? Effective leadership and the hard work necessary to win on what matters most.
In a totally different industry, a similar lesson can be learned. Today it was announced that Kia is ranked #1 in the J.D. Power Initial Quality Study. Not Lexus. Not Mercedes. Not Cadillac. Not Porsche. Kia is #1. And another member of the Hyundai family, Genesis, is ranked #2.
For anyone who thinks that a higher price automatically means higher quality, it’s time to wake up and smell the Kia. And the Chick-fil-A.
Value always wins.