Steve Robinson (CONT’D FROM PAGE 18)
Q: Anything else you may want to add that might help convince those who may not have considered hearing your talk to invest the time to hear your message at the AICC meeting? A: Great brands or businesses only survive in great cultural soil, but only if leaders cultivate that soil. This is the head- line for my presentation, I unpack it in great detail in my presentation, with relevant Chick-fil-A illustrations. DS Smith Appoints Emma Budzisz Director Of Marketing NA Packaging Atlanta, Georgia based DS Smith has announced that Emma Budzisz joined the company as Director of Market- ing for North America Packaging. Prior, Budzisz was with The Coca-Cola Company, where she focused on the de- velopment of brand vision and consumer and commercial marketing plans rooted in consumer and shopper insights for traditional and digital/social media campaigns at local, regional, and international levels. Budzisz brings extensive experience from additional senior marketing roles in consumer, retail and e-commerce marketing across various portfolios of well-established and start-ups brands. She will lead the development of mar- keting and E-commerce objectives, supporting sales and growth initiatives for DS Smith Packaging in North Amer- ica, and develop marketing and E-commerce strategies.
BCN(US)202002(o)(出血5mm).pdf 1 2021/2/6 上午 09:19:31 Q: Can you address the ways in which Chick-fil-A pivoted during COVID, making sure that the company’s mantra of customer service (“My pleasure!”) remained intact? A: They already had the protocols for second mile service via drive thru. But they beefed up capital investments in outdoor additions like hand washing stations, more per- manent weather protection covers, and more commercial grade wifi capacity. They also ramped up their systems and standards with third party delivery companies, and gave operators the tools to try their own delivery services. And making the Chick-fil-A One app more functional to support preordered curbside pickups, delivery and preor- der for drive-thru. A: Constantly tell the stories. Document milestone events and decisions in writing, videos and talent development programs, reference key historical learnings or decisions as new decisions are made and explained. Q: As businesses begin reopening in the coming months, are there lessons from the experience with COVID that business owners and operators can use to better build their companies for the future? A: Listen to customers via research to determine how their future purchase and usage patterns will permanently change. Adapt and innovate accordingly.
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April 19, 2021
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