Customer Experience - Franchising.com
Share Your Experience60-Second Anonymous Survey

Customer Experience

RECENT HEADLINES

Own a Taco John's Franchise
Taco John's is the 3rd largest Mexican QSR with a proven business model that has thrived for 56 years and is poised for growth. Don’t just add Mexican to your portfolio…add West-Mex!
Request Info
Learn More
MY SALON Suite
SPONSORED CONTENT
MY SALON Suite
SPONSORED CONTENT
MY SALON Suite
SPONSORED CONTENT
Ask a group of multi-unit franchisees about the importance of customer service and you're likely to get a unanimous response. Strong customer service leads to positive operating results. However, creating a business environment that puts this customer service-focused strategy into action can be more difficult than it seems. The goal is to create a customer experience that brings loyal customers back again and again. One of the most knowledgeable experts on doing just this will be a featured speaker at this year's Multi-Unit Franchising Conference.
  • Multi-Unit Franchisee
  • 5,043 Reads 40 Shares
How are technological changes affecting how you recruit, and how are the latest tools changing how your development department does its job?
  • Franchise Update
  • 8,701 Reads
Jason Mann learned early that a career in advertising sales could get you just so far in life. And he wanted to go much, much further. So in 1999, at the age of 30, Mann stepped out of his sales role and joined forces with his father to enter the franchising business.
  • John Carroll
  • 16,246 Reads 1 Shares
Jim Sullivan keeps an eye on business trends and market shifts. His livelihood depends on it. In fact, the very mission of his organization, Sullivision.com, is to design and deliver operations and leadership training programs for companies - including many franchises. He's worked with brands like McDonald's, Panera Bread, Regis Corp., Jiffy Lube, Applebee's, Domino's, and Dunkin' Brands.
  • Multi-Unit Franchisee
  • 5,243 Reads 1,023 Shares
Sean Tuohy, entrepreneur, NBA broadcaster, and subject of The Blind Side, J. Patrick Doyle, CEO of Domino's Pizza, futurist Jim Carroll, and John DiJulius, customer experience speaker, author and consultant, will be the four keynote speakers at the 2011 Multi-Unit Franchising Conference, April 27-29 at The Venetian in Las Vegas. The annual conference is organized by <i>Multi-Unit Franchisee Magazine,</i> and the 2011 theme is, "What's Next. Plan Tomorrow Today."
  • PRESS RELEASE
  • 5,991 Reads 1,021 Shares
Sean Tuohy, entrepreneur, NBA broadcaster, and subject of The Blind Side, J. Patrick Doyle, CEO of Domino's Pizza, futurist Jim Carroll, and John DiJulius, customer experience speaker, author and consultant, will be the four keynote speakers at the 2011 Multi-Unit Franchising Conference, April 27-29 at The Venetian in Las Vegas. The annual conference is organized by Multi-Unit Franchisee Magazine, and the 2011 theme is, "What's Next. Plan Tomorrow Today."
  • PRESS RELEASE
  • 6,388 Reads
All franchise brands strive to deliver a remarkable customer experience. Why? Because that's how you win customer loyalty. Customer loyalty shows up in greater share of the customer's wallet and higher frequency of purchase. Loyal customers spend more per average transaction, and they send referrals to you through the enthusiastic stories they tell, based on doing business with you. You can market all you want, but in the end, customers believe and talk about what they experience.
  • Jack Mackey
  • 9,125 Reads 879 Shares
I am a big fan of sales processes. However, I am a bigger fan of buying processes. And when a company's sales process is inconsistent with their customer's buying process, breakdowns occur. Many of the tactics and techniques franchisors counted on in the past appear to be producing diminishing returns in the present.
  • Joe Matthews
  • 5,827 Reads 1,023 Shares
Multi-unit franchisees have tremendous potential to increase their current revenue and future growth simply by reducing customer service breakdowns and improving service recovery. I call this "found money" because these dollars come from existing customers.
  • Jack Mackey
  • 5,331 Reads 1,023 Shares
Have you recently stayed at a branded hotel, or eaten at a franchised restaurant where the property was tired-looking and in need of an update? Was the overall experience less than expected because of the worn-out facility? On your next trip did you make a point to book a room or eat a meal at a competing brand, where the facilities and amenities were up to date? Worse yet, was the property yours?
  • John Geenen
  • 6,306 Reads 23 Shares
With all the emphasis on providing customers with "value," I asked about 100 attendees at the IFA Convention in February to describe what value meant. The top five answers on the board:
  • Jack Mackey
  • 6,007 Reads 1,014 Shares
MY SALON Suite
SPONSORED CONTENT
MY SALON Suite
SPONSORED CONTENT
MY SALON Suite
SPONSORED CONTENT
Mike Pietrzyk's 37 years in the food business began auspiciously in 1972, when, as a newly promoted manager of a Burger Chef in Virginia, he was put in a store scheduled to close in 7 months. "The restaurant wasn't doing well, and they'd decided to close it," he recalls. "They just asked me to keep it together for a few more months." Pietrzyk worked seven days a week and did his own marketing, passing out local coupons and getting acquainted with the community.
  • Debbie Selinsky
  • 6,923 Reads 81 Shares
In the late 1970s, David Griffin set out to build an auto detailing business. Some years later, he found himself at the helm of a large, scattered operation. He'd opened five separate locations in Utah, including a large central complex, along with an independent chemical business and distribution center that provided the materials he needed to clean vehicles for local retail consumers, car dealers, and the large, national Manheim auto auction company.
  • John Carroll
  • 9,406 Reads
Back in 1989, I had an experience that remains vividly clear even now. I was driving through the small town of Monroe, La. Even though my windows were rolled up, there was an awful stench seeping into my rental car.
  • Jack Mackey
  • 7,609 Reads 1,023 Shares
Starting up a new company is risky business, even in a healthy economy. Despite the troubles and fears that have plagued the economy and business world in the past year, many new franchise concepts have hung out shingles, and others that were just barely off the ground are thriving today.
  • Kerry Pipes
  • 9,098 Reads 1 Shares
These are adverse times for franchise industry executives and operators. Everywhere they turn it seems they are faced with weakening markets. The "get big" strategy of the last decade, which was driven by low interest rates and growing markets, is collapsing under the pressure of shrinking consumer demand.
  • Jack Mackey
  • 7,023 Reads 1,014 Shares
Charles Loflin started climbing the ladder of success from the bottom rung, and he hasn't stopped yet. "I've been in food and beverage all my life, starting when I was washing dishes at the age of 15," says the 40-year-old multi-brand franchisee.
  • John Carroll
  • 5,410 Reads 7 Shares
Just to let you know where I'm coming from when I talk about the five biggest mistakes I see franchisors making in today's tough economic times, I've been plying my trade for more than 20 years now, and well over 50 percent of my clients have been among the nation's foremost franchise organizations. I've been in the trenches with them during all kinds of economic scenarios--inflation, recession, expansion, steady-as-she-goes, and a couple of booms and busts.
  • Mel Kleiman
  • 9,362 Reads 286 Shares
As a student at Florida State University, the entrepreneurial spirit in Sam Osborne led him to own and operate a small personal training business. One of his clients was David Walker, who was soon to be a co-founder of Tropical Smoothie Café. Things have "worked out" well for both.
  • Kerry Pipes
  • 7,482 Reads 212 Shares
I have a suggestion that will raise your odds of winning--and it won't cost you any money. To clarify what I mean by improving your probability of winning, let me contrast that with an example of winning by chance.
  • Jack Mackey
  • 7,088 Reads 1,014 Shares
Customer loyalty is never more important than in turbulent times. High levels of customer satisfaction are a must to win customer loyalty. That's one reason measuring customer satisfaction is a great idea--if the numbers are real! Unfortunately, many customer satisfaction scores are unreliable.
  • Jack Mackey
  • 6,905 Reads 1,014 Shares
AnswerConnect
SPONSORED CONTENT
AnswerConnect
SPONSORED CONTENT
AnswerConnect
SPONSORED CONTENT
More and more multiunit operators are recognizing that customer experience management delivers the organic growth that drives:
  • Jack Mackey
  • 7,254 Reads 1,023 Shares
Customer loyalty cannot be bought. Loyalty is created by great experiences. And loyalty is lost by poor experiences--or loyalty is lost to a competitor who takes care of customers better than you do.
  • Jack Mackey
  • 3,865 Reads 3 Shares
A great customer experience matters. A lot. More than ever. Why? For one thing, because there are a lot of coffee chains in the world. Comedian Dennis Miller has a rant about how Starbucks has started opening Starbucks stores inside existing Starbucks stores. Well, it's funnier when he says it.
  • Jack Mackey
  • 5,861 Reads 1,014 Shares
Twenty years ago, when you wanted to know what was happening in your stores, you might have called in mystery shoppers. They would clock how quickly your front-line employees were greeting customers, whether your store displays followed the plan-o-gram, and whether your operations manual was in play.
  • Bill Fromm
  • 4,169 Reads 9 Shares
Google can search the equivalent of a stack of paper 70 miles high and find any piece of information in that pile in less than half a second. And it's better information, more relevant information, than any other search engine. That's why people love it.
  • Jack Mackay
  • 3,735 Reads 1 Shares
The most powerful players in franchising will gather this spring for the nation's only conference dedicated to the industry's most strategic and fastest-growing segment - multi-unit franchising.
  • Press Release
  • 3,240 Reads 14 Shares
The Wall Street Journal has reported that 70 percent or more of the value of a brand is now based on intangibles. Shareholder value that used to be calculated on brick and mortar is increasingly driven by customer count, market share, prospects for growth, and reputation.
  • Jack Mackey
  • 3,706 Reads
Satisfying your customers is a misguided effort. Creating loyal customers should be your only goal. Loyal customers spread positive word of mouth for you: they come back frequently and they spend more on each visit. Plus, they're more likely to resist offers from your competition and they're usually easier to serve.
  • Jack Mackey
  • 4,522 Reads 13 Shares
One-third of the nation's population is "minority" (U.S. Census), but only about 10 percent of franchises are minority-owned (National Minority Franchise Initiative). Or, to look at it another way, 90 percent of franchises are not minority-owned.
  • Eddy Goldberg
  • 7,106 Reads 1 Shares
Share This Page
Content Preferences
Add Franchising.com

Subscribe to our Newsletters