Customer Service, Not Lip Service

It’s noon on a cold Saturday in Hendersonville, Tennessee, and my son and I are hungry. We roll into the nearby Chick-fil-A and order a chicken sandwich, nuggets and waffle fries. The line is double-wrapped around the building, which isn’t unusual for the popular fast food chain. Our order is taken quickly by a teenage employee with a tablet. A minute or so later another teenage employee charges my credit card, responding to my “thank you” with Chick-fil-A’s standard response, “My pleasure.” Another minute or two, and I’ve got my bag of food. The order is accurate, my food is…

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Emily McCormick

Vice President of Editorial & Research

Emily McCormick is Vice President of Editorial & Research for Bank Director. Emily oversees research projects, from in-depth reports to Bank Director’s annual surveys on M&A, risk, compensation, governance and technology. She also manages content for the Bank Services Program. In addition to regularly speaking and moderating discussions at Bank Director’s in-person and virtual events, Emily regularly writes and edits for Bank Director magazine and BankDirector.com. She started her career in the circulation department at the Knoxville News-Sentinel, and graduated summa cum laude from The University of Tennessee with a bachelor’s degree in Spanish and International Business.

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