Customer Experience
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 With over 200 restaurants and counting, Wayback Burgers is America's favorite hometown burger joint and one of the world's fastest-growing burger franchises.
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I find it amazing that the delivery of high quality customer service is so uncommon even with all the talk and focus on the topic.
- Lisa Ford
- 6,746 Reads 429 Shares
At the recent Multi-Unit Foodservice Operators Conference, Service Management Group (SMG) conducted interviews with executives on how their customer satisfaction efforts are working.
- Jack Mackey
- 9,989 Reads 1,014 Shares
If somebody were ever to build the Hollow Business Phrase Hall of Fame, this one stands right up there with "Your call is very important to us."
- Steven S. Little
- 3,449 Reads 158 Shares
If you're wondering what a movie about baseball has to do with customer loyalty, I can give you the answer in one word: insight.
- Jack Mackey
- 4,422 Reads 1,023 Shares
I recommend you get your management team together and take them to see the baseball movie "Moneyball," adapted from the book by Michael Lewis.
- Jack Mackey
- 4,540 Reads 89 Shares
No one I know would dispute the benefits technology--specifically the computer--has had on every aspect of our lives.
- John Tschohl
- 5,648 Reads 68 Shares
Wendy Odell Magus is quite familiar with consumer and franchise sales marketing strategies.
- Franchise Update
- 5,698 Reads 195 Shares
Wendy Odell Magus is well-versed in both consumer and franchise sales marketing strategies.
- Franchise Update
- 3,405 Reads
I don't think I'll get much of an argument if I try to convince you that innovation is important.
- Jack Mackey
- 6,905 Reads 1 Shares
It's not our products. It's not our price. Pay attention as I'm about to lay out our secret competitive weapon right here for all to see.
- Keith Gerson
- 4,817 Reads 1 Shares
Each day you are flooded with articles about using social media and mobile technology, and how important it is for your company to keep up.
- Tom Epstein
- 6,174 Reads 1,023 Shares
In a ground-breaking event this past June, the first Franchise Consumer Marketing Conference attracted marketing executives from 57 franchise brands with more than $11 billion in annual system-wide sales--all seeking better ways to connect with customers in today's digital marketing environment.
- Kerry Pipes and Eddy Goldberg
- 4,176 Reads 8 Shares
The customer journey is made up of the experiences that come from all interactions with your brand. Some customer experiences are created directly by marketing and some by operations.
- Jack Mackey
- 5,293 Reads 271 Shares
Every day you are flooded with articles about using social media and mobile technology, and how important it is for your company to keep up.
- Tom Epstein
- 7,442 Reads 108 Shares
When Hollywood directors cast a superstar they count on two things, box office draw and the professional actor's ability to act
- Rick Barrera
- 9,260 Reads 1,021 Shares
Quality and price are two criteria for consumers when making a purchasing decision.
- John Tschohl
- 6,899 Reads 23 Shares
Americans' love affair with big, chewy cookies was just taking off in the late 1970s when Lawrence "Doc" Cohen exited the retail pharmaceutical industry after 15 years to open his first Great American Cookies store in Lafayette, La.
- Debbie Selinsky
- 8,889 Reads 8 Shares
In my book, Overpromise and Overdeliver: The Secrets of Unshakable Customer Loyalty, I explain how to differentiate your brand by designing and delivering extraordinary customer experiences that instantly differentiate your company.
- Rick Barrera
- 14,249 Reads 2 Shares
Last month I discussed three steps for businesses to get started in social media.
- Erica McClenny
- 9,603 Reads 2,317 Shares
Most of you have already seen for yourselves that customers are willing to comment about experiences with your brand, especially online.
- Jack Mackey
- 4,756 Reads 183 Shares
Desi Williamson has led a diverse career as a corporate sales and marketing executive, entrepreneur, motivational coach for the Minnesota Vikings, and now restaurant owner.
- Desi Williamson
- 6,576 Reads 165 Shares
Do your employees know what makes your company radically different from all of your competitors?
- Rick Barrera
- 10,059 Reads 1,491 Shares
Until your organization figures out how to drive higher sales and profits at existing stores, adding new units is very risky. The only time McDonald's got in real trouble came when they focused on growing sales by adding new units while neglecting to grow same store sales.
- Jack Mackey
- 9,931 Reads 1,014 Shares
In launching Naked Pizza, our argument has never been that a healthier pizza is going to save the day, but rather that every "new" business should and can have a social strategy--a strategy that positively affects someone or something along the continuum. If you don't, then maybe you don't have a business. To us, mission, profit, and scale are inseparable. So far, so good.
- Robbie Vitrano
- 4,703 Reads 58 Shares
Today's customers are omnipotent. It really is the consumer--customer or guest, however you name them--who owns your brand. They make the rules now. Then they sit in judgment and deliver the verdict to their friends and family, often with their opinions amplified on Facebook, Twitter, YouTube, and Yelp!
- Jack Mackey
- 4,132 Reads 1,023 Shares
Mobile applications and technologies provide the ability to significantly improve customer experience shopping at franchise stores. The mobile device provides many opportunities for advertising, customer engagement, and most important, sales. Franchises will uniquely benefit from these capabilities along the entire spectrum, from brand marketing to closing the sale.
- Conrad Sheehan
- 4,312 Reads 75 Shares
In an article entitled "Customer Satisfaction and Stock Prices: High Returns, Low Risk," author Claes Fornell discusses the result of extensive research and studies that prove that an increase or decrease in customer satisfaction not only greatly impacts each individual organization, but has a significant impact on the future health of the economy.
- John DiJulius
- 3,754 Reads 37 Shares
There is no denying the impact technology has had on business. It has allowed companies to market and sell their products and services to customers in every corner of the world, and to do so 24 hours a day, seven days a week.
- John Tschohl
- 12,437 Reads 995 Shares
When it comes to customer service, do you know the rating for your company, location, or department?
- John DiJulius
- 3,780 Reads 99 Shares
The goal of customer experience management is to move customers from satisfied to loyal and, ultimately, to be advocates for the brand.
- Jack Mackey
- 8,897 Reads 1,014 Shares
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