Customer Experience
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Customers still like to speak with a real person by phone. Are you using the phone at your business and making it easy for your customers to get what they need?
- Lisa Ford
- 9,090 Reads
How do you go beyond platitudes about customer service to systems that engage customers and deliver marketing impact through a superior customer experience? Top franchise executives provide 3 key customer insights.
- Jack Mackey
- 4,445 Reads 16 Shares
Every organization has a chance to deliver a positive customer experience. That experience has many starting points and touch points along the customer interaction.
- Lisa Ford
- 10,223 Reads 11 Shares
Vast amounts of energy and treasure have been invested to understand why customers do--or don't--come back. Few questions are more important, since same-store sales growth is built on the backs of loyal customers.
- Jack Mackey
- 9,864 Reads 1 Shares
You want your customers to talk about you. Positive word of mouth advertising can enable your most loyal customers to not only talk about you but also to keep doing business with you. So give them something to talk about.
- John Tschohl
- 8,348 Reads
At The Maids, brand culture starts at the top. Learn how it permeates the rest of the franchise organization.
- Amy Olson
- 3,220 Reads
We asked Rosemarie Reed, vice president of marketing at CruiseOne, about the role the brand's culture plays in creating, framing, and developing its brand message/image to customers. Here's what she had to say.
- Kerry Pipes
- 2,465 Reads
Consumer marketing changes constantly—no news there. Keeping up is another story. Tactics and thinking that were progressive and results-oriented yesterday are passé and ineffective today.
- Kerry Pipes & Eddy Goldberg
- 9,779 Reads 1 Shares
Customer expectations today are dramatically higher, thanks to the likes of Amazon, Zappos, Southwest Airlines, Starbucks, Ritz-Carlton, and Chick-fil-A, to name just a few of today's customer experience leaders.
- Jack Mackey
- 9,163 Reads 2 Shares
Last issue we reviewed the first two days of the 2014 Franchise Consumer Marketing Conference, held this past June in Atlanta. This issue covers Thursday and Friday.
- Kerry Pipes & Eddy Goldberg
- 3,377 Reads 1,017 Shares
Increasingly, U.S. franchisors are using social media sites to build brand awareness, attract new customers, focus marketing on their ideal customer demographic, and even to recruit new franchisees.
- William and Heather Edwards
- 7,332 Reads 1 Shares
Before rebranding to Old Chicago Pizza & Taproom in 2013, Old Chicago Pizza & Pasta had a successful 37-year history that served three generations of guests.
- Mike Mrlik
- 3,822 Reads 1 Shares
Give 'em something to talk about. Just having a satisfied customer and giving them service that is simply good enough will not get anyone talking.
- John Tschohl
- 3,335 Reads
"Insight is a new configuration of knowledge that breaks the existing pattern of thinking in an unexpected way." This definition of insight comes from Luke Williams, professor of marketing and innovation at the NYU Stern School of Business.
- Jack Mackey
- 6,905 Reads 6 Shares
Every successful franchisor reaches a certain point where they must decide what the next step will be in expanding their business.
- Jim
- 3,112 Reads
Steve and Joanne Reitz are partners in life and in franchising. Since we last checked in with him (2009, Q4) the two also have been partners in exploring.
- Kerry Pipes
- 12,544 Reads
John Mulherin, a former investment bank CEO, likes to say he flunked retirement. "I believe that as people age, they have a decision to make," he says.
- Debbie Selinsky
- 9,310 Reads
Do you know how often consumers pass by your competitors' locations to visit you? Wouldn't it be great to know where and when consumers bypass your stores or restaurants to visit a competitor?
- Jack Mackey
- 6,162 Reads
At the 2013 Multi-Unit Foodservice Operators conference, Chick-fil-A President Dan Cathy explained how the company plans to grow in the future.
- Jack Mackey
- 6,757 Reads
Marketing is undergoing rapid and major changes. We're moving away from mass, "push"-based marketing, and toward more personalized, 1:1 communication with consumers, through the many channels and on the many devices they use.
- Mike Stocker
- 3,931 Reads
When a customer ordered a sandwich at one of Mike Knobelock's restaurants in North Carolina, it came with pickles on it. "They didn't like pickles," says JJ Villafranca, COO at Knobelock's company.
- Eddy Goldberg
- 7,995 Reads 2 Shares
Do your franchisees use location analytics? Do they know what it is, and how it can boost their average unit volume and help the system grow? Do you?
- Jack Mackey
- 2,856 Reads
Imagine you're a new snowboarder or skier having a rough day on the slopes. Suddenly, a Vail Resorts employee glides alongside of you. You wonder if she's going to ask you to get off the mountain so you don't endanger yourself or anyone else.
- John Tschohl
- 5,283 Reads 1,014 Shares
Ted Kergan's path to success as Louisiana's largest Sonic Drive-In franchisee has been marked by hard knocks.
- Debbie Selinsky
- 11,359 Reads 1 Shares
When we profiled David Griffin in 2010, he had just purchased 25 Jiffy Lube stores in Colorado. The stores were underperforming, some were dilapidated, and the U.S. economy still at one of its all-time lows.
- Kerry Pipes
- 12,290 Reads 3 Shares
Over the years we have learned to accept that no longer will a customer's problem be resolved quickly. With the invention of IVR (automated phone systems), companies have found a way to make customers "go away" when they have an issue.
- John Tschohl
- 10,878 Reads 10 Shares
Do you know how often consumers pass by your competitors' locations to visit you? Wouldn't it be great to know where and when consumers bypass your stores or restaurants to visit a competitor?
- Jack Mackey
- 24,505 Reads
Last year there was an inspiring celebration of the American Dream - and a tinge of sadness, too - as Hungry Howie's Pizza marked its 40th anniversary.
- Jack Mackey
- 7,526 Reads 1 Shares
Acquisio.com asked 14 digital marketing experts to share their predictions for the coming year.
- Eddy Goldberg
- 3,230 Reads 11 Shares
Among the many tools and tactics companies can use to improve the customer experience, speed is the most overlooked.
- John Tschohl
- 7,359 Reads 154 Shares
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