Extraordinary Experiences Interview with Sally Smith, CEO of Buffalo Wild Wings

Here’s an interview with Sally Smith, CEO of Buffalo Wild Wings, the casual dining restaurant chain.sally smith

I spoke with Sally during the research for my new book, Extraordinary Experiences: What Great Retail &Restaurant Brands Do, and in the book I highlighted the Buffalo Wild Wings for ignoring trends because I was fascinated to learn about how Sally and her team set out intentionally to break the rules of the industry, make unconventional decisions, and carve out a unique path for the brand.  We cover a lot of ground in our conversation.  See the highlights below.

Take a listen to learn what makes Buffalo Wild Wings a great brand.

(Sally, thanks so much for so generously sharing your time with me and my readers and listeners.)

02:00 “if you can break and industry rule, you can often gain competitive advantage”

04:40 why they created the Guest Experience Captain position in their restaurants

12;20 how they overcame the challenges in changing the way they charged for chicken wings

14:46 “my job as CEO is to think about the long-term”

16:45 the inside scoop on the decision not to air the Mayweather-Pacquiao fight

21:26 why they bring every restaurant manager candidate to corporate headquarters for an interview


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