Chick-fil-A was once again ranked as the number-one fast-food restaurant in the American Customer Satisfaction Index. It’s the 11th consecutive year the chicken chain has held the top spot.

But it's not just CFA's food and service that have made it one of the most popular chains in America. It’s something much more nuanced.

Chick-fil-A didn’t set out with a customer-first strategy and later decide to care about people.

Unlike most other organizations in the industry, Chick-fil-A has discovered an authentic way to integrate business strategy and corporate culture. It’s often said that “culture eats strategy for breakfast.” I’ve found that this statement is only half true. Culture is undoubtedly powerful. It shapes mindsets, decisions, and environments. However, it doesn’t negate the ne

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