CX Isn’t a Number. It’s a Mindset: Obsessing Over the Details That Drive Loyalty


Customer experience isn’t about a score on a dashboard. It’s a mindset rooted in brand identity, values, and vision. In this session, Chicken Salad Chick shares how they design and iterate on the details of service excellence to consistently delight customers across every location, every day, every shift. SMG reveals how experience design, expert guidance, and research-backed collection and reporting principles ensure you’re building on solid ground. Attendees will leave with a new perspective: Winning loyalty comes not from shortcuts, but from obsessing over the details that define and differentiate your brand.

Presenters
Leslie Smith
VP, Customer Success
SMG
Leslie is a dynamic leader with nearly 19 years at SMG, known for blending positivity with results. She is a master at building strong client relationships, driving innovation, and executing with precision. With deep expertise across the verticals SMG serves—particularly in the restaurant space—Leslie brings a consultative, collaborative approach and a wealth of knowledge in best-in-class practices to help businesses build and optimize impactful XM programs.
Jim Thompson
COO
Chicken Salad Chick
Jim Thompson has lead operations and training teams for the past 35 years in all segments of the restaurant industry.  As Chief Operating Officer of Chicken Salad Chick, Jim Thompson, has been instrumental in building the brand’s operational foundation. From the earliest days of six restaurants to now more than 300 Chicken Salad Chick restaurants, Jim developed the training, management, and operational systems that fuel the brand’s growth.
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