As a native Atlantan, I had the fortunate experience of learning how to drive in our fair city. Anyone who prepares to battle the weekday rush hour, Atlanta Police Department, or Sunday traffic could understand how getting behind the wheel, at any age, can be considered a triumphant occasion. But this past Sunday afternoon, as I was stuck in a line of an automotive exodus leaving church in the heart of Buckhead, I encountered a particularly amusing observation, which for the moment relieved me of my temporary road rage. I witnessed a pedestrian cursing the fact that Chick-fil-A was closed on Sunday. I found this consumer’s epic FAIL quite humorous.
But I could relate. All too often I have woken up on a Sunday morning with a craving for Chick-fil-A; a craving that seems to be so much stronger on Sunday than any other day of the week. And I know I’m not the only one. In fact, when asked about craving Chick-fil-A on a Sunday, I received the following responses:
“Their morning biscuits would be wonderful on the drive to Sunday school!”
“It’s like every Sunday is when I want it and then I suddenly sadly remember it’s Sunday….my poor tummy.”
We believe that great communication is the only way to engage our audience with our brand. We assume, incorrectly, that the only means to have a brand name “top-of-mind” is with the aided awareness of great marketing. Not in the case of Chick-fil-A. It could be argued that closing on one of the busiest days of the week would be a devastating blow to their business, but a February 2010 report indicates that “Chick-fil-A generated more than $3.2 billion dollars in sales in 2009, and the chain has enjoyed sales gains for 42 consecutive years.” It seems that Truett Cathy, creator of Chick-fil-A Restaurants, was making more than a religious decision.
But one could argue that Truett was a marketing genius. By craving Chick-fil-A more when it is closed, a consumer is already engaged with the brand – and Chick-fil-A isn’t spending a dime to have the brand be top-of-mind. It is the classic “want what you can’t have.” But loyal customers are engaged with the brand, even when it’s unavailable. And isn’t that, ultimately, the goal to obtain brand-loyal customers?
Think about it next time you are craving Waffle Fries on Sunday. In the meantime, what do you do to engage your audience, outside of traditional or digital communication?
— Jonathan Ginburg, Senior Account Executive