Considering they are a fast-food restaurant, it is amazing how much innovation they bring to the segment.
Exactly...chicken sandwich, spicy chicken sandwich, it never ends with these guys.
Well, they went chicken v. burgerThey went waffle fries v. regular fries
They emphasize customer service v. whatever you think you get from mcdonalds, etc.
Early adopter of free-refills
Free wifi
They are almost always over-staffed - clean tables, flowers on table, etc.
They will now bring your food to you table.
They have a full breakfast menu
Their drive-through experience during busy hours is second to none - multiple lanes, ability to pay before you get to the window, a person outside taking your order, etc.
Make fun of them if you want, but it certainly appears that they do a good job in picking franchise owners, training them, and giving them tools to succeed. Most fast-food restaurants and staff always seem like they are just going through the motions just getting by every day. Chick-fil-a folks always seem to be looking for more ways for you to enjoy their particular dining experience.