Customer Experience
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If your company thinks "customer service" is limited to greeting a customer and dealing with their complaints, you're missing the big picture - and tremendous profits.
- John Tschohl
- 6,656 Reads 102 Shares
Franchisees are looking hard at how to recruit and retain Millennial employees.
- Jeff Fromm
- 10,976 Reads 2 Shares
Here's a scenario. You are looking to hire a new team member. You've reviewed applications, held interviews, and narrowed it down to two candidates.
- Nate DaPore
- 7,468 Reads 1 Shares
The customer experience is all about doing things that will be memorable and of value to the customer.
- Lisa Ford
- 6,576 Reads 79 Shares
Earlier this 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
- 7,903 Reads 1,023 Shares
All too often, service is not a priority for management. Instead of focusing on people--on their customers--they focus on numbers.
- John Tschohl
- 6,354 Reads 62 Shares
Without customers, you are out of business. It seems to me that part of learning "how-to-make-customers-loyal" is to ask customers to give you feedback on their experiences of doing business with you.
- Jack Mackey
- 8,628 Reads 1 Shares
Customers are fickle, demanding, and opinionated. That's why keeping your customers loyal, satisfied, and saying positive things about you is crucial.
- Lisa Ford
- 6,365 Reads 115 Shares
Last May Paul Brown made a bold move. He left behind his hotel management career to move into the food service arena, taking over as CEO of Arby's.
- Kerry Pipes
- 22,949 Reads 2 Shares
A second round of results from the recent Empathica 2013 Quick Service Restaurant (QSR) Benchmark Study have been released.
- Multi-Unit Franchisee
- 5,713 Reads 50 Shares
How much maintenance information do you have on all of your locations? Do you know how many of your HVAC units will need to be replaced this year?
- Kellie D'Andrea
- 5,544 Reads 1,022 Shares
A new survey that asked consumers to weigh in on food, order accuracy, speed of service, menu, and other items at the top 62 QSR brands found that, not surprisingly, the likelihood of a return visit to a QSR increases from 20 to 81 percent when guests report a higher satisfaction rate.
- Multi-Unit Franchisee
- 6,438 Reads 230 Shares
How do you keep a 75-year-old brand relevant? There is no single answer to that question.
- Jack Mackey
- 6,501 Reads
The greeting before a meeting is an example of an interpersonal auto-response. We all do it many times a day.
- Joe Schumacker
- 7,951 Reads 1 Shares
I attend a lot of franchise conferences in Las Vegas. When you look around there, gambling seems to a very profitable business, right?
- Jack Mackey
- 9,006 Reads 1 Shares
If you and your franchisees are currently making a profit, let me remind you: There are people who are dedicating their lives to taking that profit away from you.
- Jack Mackey
- 6,461 Reads 1,014 Shares
On a smarter planet, we've seen how predictive analytics can help transform everything from how we fight crime to how we improve things like healthcare, food safety, and utility grids.
- Franchise Update
- 6,519 Reads 272 Shares
I am often asked how I define exceptional customer service. Here it is in a nutshell: Speed, price, and technology--all built around service.
- John Tschohl
- 5,775 Reads 32 Shares
Capriotti's Sandwich Shop has been named one of Technomic's Top 100 Sandwich Chains and received Sandelman's Award of Excellence for Customer Service.
- Jack Mackey
- 8,096 Reads 1,023 Shares
I am often asked how I define exceptional customer service. Here it is in a nutshell: speed, price, and technology - all built around service.
- John Tschohl
- 7,216 Reads
This past August marked a milestone for Randy Shacka and for Two Men and a Truck: Shacka not only became the first non-family president of the Michigan-based franchisor, he also did it at the only company he's ever worked for--and at just 33.
- Kerry Pipes
- 6,246 Reads 351 Shares
Customer journey mapping is a hot topic for the leaders of franchise organizations.
- Jack Mackey
- 13,625 Reads 1 Shares
Cheryl and Joey Robinson operate 35 Supercuts locations in the Los Angeles area. Cheryl represents their company, Sapphire Ventures, on the board of the Supercuts Franchise Association (SFA).
- Jack Mackey
- 4,618 Reads 31 Shares
Amazon.com is a master at courting - and keeping - customers. It builds everything around the customer and has a better grasp of the power of the customer experience than any other company in the world.
- John Tschohl
- 4,729 Reads 156 Shares
The Summer Olympics reinforced my respect for world-class athletes of all nationalities.
- Jack Mackey
- 6,030 Reads 35 Shares
Nothing is more critical to the success or decline of a franchise brand than what customers think or say about its products or services.
- Steve Baxter
- 6,263 Reads 1 Shares
As president and chief executive of Bennigan's Franchising Company, I have the honor of being at the helm of a renaissance.
- Paul Mangiamele
- 4,808 Reads 1 Shares
The Multi-Unit Franchising Conference was held in Las Vegas this past April. Would it surprise you to know that 70 percent of all revenue generated by Las Vegas casinos is non-gaming revenue?
- Jack Mackey
- 7,137 Reads 1,014 Shares
Would it surprise you to know that 70 percent of all revenue generated by Las Vegas casinos is non-gaming revenue? It's true.
- Jack Mackey
- 5,842 Reads 1,088 Shares
Good or bad, customer feedback is a gift. So much so that almost every franchise system asks customers to comment on their experiences, and even to rate them.
- Jack Mackey
- 4,542 Reads 1,014 Shares
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