Customer Experience
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Can your brand's front-line customer service go from bad to great?
- John DiJulius
- 10,664 Reads 16 Shares
When it comes to providing a great customer experience, digital technology is key
- Chad Storlie
- 8,884 Reads 57 Shares
Alex King may be only 29, but the Freddy's Frozen Custard & Steakburgers multi-unit operator has been a part of the throwback brand since he was a teenager.
- Kerry Pipes
- 10,775 Reads 64 Shares
Branding is no longer about building perception in your customer's mind. In the age of smartphones and social media, customer experience is the new branding.
- John DiJulius
- 9,994 Reads 85 Shares
Joye and Dave Griffin have always had a singularly focused mindset to succeed in the automotive world, dating back to their college days when they ran a car detailing business out of the back of Dave's pickup truck.
- Helen Bond
- 6,505 Reads 3 Shares
Social media marketing news you can use. This week: a focus on delivery, plus a selection of research reports, studies, ebooks, and other food for thought to help you sort out your digital and social options and the customer experience.
- Eddy Goldberg
- 6,675 Reads 3 Shares
So how do we do better? Especially today, in a time when record low unemployment and rising wages are prompting employees to at least consider improving their job situation, if not downright jumping ship.
- Eddy Goldberg
- 8,094 Reads 23 Shares
The dual themes of the "customer journey" and "brand promise" dominated this year's Franchise Consumer Marketing Conference. Both played a role throughout Franchise Update's 8th annual FCMC,
- Eddy Goldberg and Kerry Pipes
- 7,290 Reads 4 Shares
It's an excellent time to be part of franchise operations. With franchise growth and multi-unit franchising, in particular, continuing to soar, the industry is working tirelessly to keep up with demand.
- Amos Durbin
- 7,159 Reads 20 Shares
One of the challenges new franchisees face begins soon after the franchise agreement is signed: hiring and training employees. The success of each franchised unit depends on the quality and behavior of its employees.
- Eddy Goldberg
- 84,296 Reads 2 Shares
Previously, we discussed how you can tap into the rich marketing resources provided by 1) your franchisor, and 2) your fellow franchisees.
- Eddy Goldberg
- 105,483 Reads 25 Shares
How many times have you heard, "A smile is free. It costs absolutely nothing to give but can mean the world to the person who receives it?"
- John DiJulius
- 9,130 Reads 34 Shares
To be a professional disruptor, you must be willing to take risks. This means you must be willing to fail.
- John DiJulius
- 8,541 Reads 8 Shares
Better review your online review practices on Yelp and Google!
- Matthew Van Deventer
- 13,875 Reads 47 Shares
Life was full of promise when Tammy Whitworth and her husband Todd launched their first Window World franchise location in 1999 in Wilmington, North Carolina.
- Kerry Pipes
- 31,910 Reads 2,341 Shares
Social media marketing news you can use. This week: 1) GDPR goes into effect on May 25, whether you're prepared or not; 2) McDonald's senior exec on how to respond (or not) to negative news; 3) 4 customer experience predictions for 2020; 4) what 9 franchise brands are doing with delivery.
- Eddy Goldberg
- 11,155 Reads 7 Shares
Franchising follows opportunities. Opportunities are created by economic and demographic changes.
- Eddy Goldberg
- 19,996 Reads 310 Shares
Social media marketing news you can use. This week: 1) How to write a marketing budget your CFO will love; 2) 3 franchisees tell how to get buy-in on tech upgrades; 3) survey of 2,000 QSR and fast casual customers reveals delivery preferences; 4) Q&A with former Yum Brand CEO David Novak; and 5) consumer marketing technology news.
- Eddy Goldberg
- 11,894 Reads 1 Shares
Carl Howard has served at the helm of Fazoli's for the past decade. In that time, he has helped lead the brand through numerous challenges and successes, helping it become America's largest fast-casual Italian brand, a thriving and growing franchise with more than 200 locations in 26 states.
- Kerry Pipes
- 15,509 Reads 54 Shares
There are many reasons why you may be thinking of opening your own fitness business. Maybe you want to be your own boss because you’re tired of working for someone else or need more flexibility.
- Emma Pearson
- 46,544 Reads 971 Shares
Have you tried a cross-branded loyalty program yet?
- Marty Greenbaum
- 19,096 Reads 11 Shares
Social media marketing news you can use. This week: 1) 5 SMM metrics your C-suite cares about; 2) 5 years of Yelp data reveals shifting dining-out trends; 3) Facebook algorithm changes driving you up a tree?; 4) 25 tips and tricks to improve customer service; 5) the return of Pizza Hut's pie-ordering sneakers; 6) 8 news updates about loyalty/reward programs and delivery.
- Eddy Goldberg
- 13,272 Reads 13 Shares
It's a deliciously simple and satisfying concept: pick your dough, sauce, cheese, and toppings and watch your pizza get made right before your eyes, flame-fired in a 900-degree oven in under 3 minutes.
- Ed Yancey
- 17,411 Reads 112 Shares
Why did the retail industry have a dismal 2017 despite high consumer confidence, historically low unemployment, and a growing U.S. economy? Typically these are the perfect conditions for retailers.
- John DiJulius
- 13,925 Reads 17 Shares
Why it's important to consider current trends and map out what your own future will look like, for the sake of your organization and your people.
- Kendall Rawls
- 14,062 Reads 16 Shares
Strengthening relationships with your franchisees
- Ari Rabban
- 18,380 Reads 10 Shares
In previous columns I've written about relying too heavily on technology if it places a barrier between the customer experience and your brand--and of the need for policies that empower employees to have genuine, flexible interactions with each customer.
- John DiJulius
- 23,259 Reads 8 Shares
Most franchise company leaders preach to their home office team that they also have customers: operations, development, marketing, field reps, and all the other corporate employees who franchisees count on every day to deliver what they need to serve their own customers.
- John DiJulius
- 28,947 Reads 13 Shares
Is your home office really supporting your system's growth?
- John DiJulius
- 8,902 Reads 15 Shares
Not only is Ben & Jerry's franchisee Karen Morse a veteran of serving up the brand's mantra of peace, love, and ice cream, she strives to scoop it forward.
- Helen Bond
- 9,810 Reads 9 Shares
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