Episode 38 | How One Company is Getting Culture Right with Scott Overcarsh

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By Kyle O'Connor and A.J. O'Connor Associates. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

For all show notes please visit http://www.ajoconnor.com/HRstudio/podcasts/Scott-Overcarsh

Getting company culture right can lead to extraordinary benefits for employees, customers, and shareholders. Interestingly, most large companies aspire to have a reputation for great employee engagement and exceptional customer service, however, only a select few actually manage to earn it. In fact, customer service, employee engagement, and the science and benefit behind those tremendous cultural dimensions remain largely elusive and are actually attained only by some but admired by most. One such organization who is absolutely doing it right is Chick-fil-A. The largely Southern-based fast food restaurant known for its chicken sandwiches has again found itself at the top of the Customer Service Hall of Fame which is a study published by 24/7 Wall Street and Zogby Analytics. In fact, they come in on that list at #2, only behind Amazon.com. Chances are that it will overcome Amazon given the rate at which this organization is growing and developing. For the third year in a row, Chick-fil-A is the only fast food restaurant to ever make such a survey. Scott Overcarsh is well positioned to share the secret behind the success of Chick-fil-A. He is a senior management consultant in the leadership development program and is part of the field operations of Chick-fil-A. He has had a tremendous 40 year career building Chick-fil-A and has worked both in the stores, in the field, in headquarters, and has actually owned and operated several restaurants.

For all show notes please visit http://www.ajoconnor.com/HRstudio/podcasts/Scott-Overcarsh

91 episodes