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Customer Service

Outstanding customer service gives any franchise business an unbeatable competitive advantage. Achieve this by training and empowering local management, and consider retaining a third-party expert to manage real-time feedback. Learn about programs, resources, and tools to improve customer service and gain important feedback to use at both the local and corporate level.

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Scorpion
Scorpion offers ROI-positive online marketing solutions that can get your franchisees more customers from the Internet. With our integrated marketing platform, you can maintain a unified brand message, manage numerous marketing campaigns, and track...
4 tips on providing consumers with the convenience and choices they want.
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Customer loyalty may be your most important metric of success.
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Tips and tactics for optimizing the customer experience and the bottom line.
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How smartphone addiction is harming our people skills and creativity.
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Are you training your front-line employees to deliver world-class customer service?
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Can a company's customer service go from bad to great?
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How 3 positive guest experiences create loyal customers at Stoner's Pizza Joint
  • Nick Bergelt
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Can your brand's front-line customer service go from bad to great?
  • John DiJulius
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There is absolutely no greater skill that can be acquired and constantly worked at that can have a bigger impact on us personally and professionally than the ability to build an instant rapport with others, whether they are an acquaintance, customer, co-worker, or a total stranger.
  • John DiJulius
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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
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How 7 franchisees are using their loyalty programs to attract and retain customers.
  • Sara Wykes
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One of my close friends called me and said his son, who had recently graduated college, was looking for a good financial services firm he could do business with in the city where he was living.
  • John DiJulius
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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?"
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To be a professional disruptor, you must be willing to take risks. This means you must be willing to fail.
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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.
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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
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Dealing with customer complaints that make it to senior executives is a critically important strategy.
  • John DiJulius
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These five "big picture" customer service lessons, observations, and accompanying advice may not qualify as future deathbed regrets for many CEOs, but they should.
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Customer service guru John DiJulius draws customer service lessons from United Airlines' latest gaffe.
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Learn how to teach your Millennial employees the skills of customer service - and improve everyone's' experience!
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Customer service guru John DiJulius highlights his readers' Top 10 favorite articles from last year.
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Social media marketing news you can use. This week: 1) Instagram is the clear leader in online photo sharing; 2) What are Twitter Moments, and how can you use them to market your brand?; 3) Huggies provides a good model for how to use Facebook and Twitter to engage; and 4) Facebook CEO Mark Zuckerberg plans a 50-state listening tour in 2017.
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Do you have the courage to post all of your customer reviews, including the worst ones? John DiJulius shows why it actually might be a great idea.
  • John DiJulius
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Turning unhappy customers into loyal ones is easy enough -- if you empower and train your front-line employees to act. See what customer service guru John Tschohl has to say about service recovery.
  • John Tschohl
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6 things that make a brand indispensable - and its customers loyal. How many of these boxes can you check for your brand?
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Customer service excellence, the key to attracting and retaining customers, begins at the top. Is your brand's leadership team on board?
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Over the past several years, one of the most often-discussed topics continues to be: Who is in charge of your brand's customer?
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Customer service expert John Tschohl offers 6 customer service principles that empower employees and build better businesses.
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Southwest Airlines, a perennial leader in customer service management, offers many lessons for franchise brands interested in increasing customers, sales, and profitability.
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In this age of digital analytics, modern marketers still can gain many valuable insights from that "old school" tool: the live, in-person, one-on-one telephone call! Here are 10 insights for your consideration.
  • Amber Tiffany
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