Customer Experience

Claims of brick-and-mortar’s looming demise are definitely more than a bit exaggerated. Despite the exponential growth of e-Commerce, a variety of new shopping options and even the advent of the dreaded “showrooming” trend, physical retail stores still amass more than 90% of overall sales, and…

On December 12, 2012, Chick-fil-A, Atlanta-based inventor of the chicken sandwich, launched “Hatch”—its 80,000 square-foot innovation center focused on exploring new ideas and fostering innovation throughout Chick-fil-A’s physical stores and customer experience. Yesterday I had the privilege of attending a guided tour of Hatch. The…