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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In this age of technology, don't forget the value that human expertise brings to your business
- John DiJulius
- 2,216 Reads 1 Shares
Helping others is a key driver of employee satisfaction and best-in-class customer experience
- John DiJulius
- 2,910 Reads
Once considered a marketing tactic or training topic, customer experience is at the center of operations
- Helen Bond
- 3,385 Reads 14 Shares
Operators who treat online as purely self-service risk losing customers who still expect fast responses, human connection, and support across channels
- John Tschohl
- 2,725 Reads 6 Shares
Small, intentional actions build trust, respect, and long-term success
- John Tschohl
- 2,721 Reads 7 Shares
By asking great questions, professional salespeople help customers discover what they truly need
- John DiJuilius
- 2,411 Reads 10 Shares
The first rule is to serve the customer. The second is, when in doubt, see rule No. 1
- John Tschohl
- 3,708 Reads 6 Shares
Annual report asks franchises how they gather feedback and which departments measure customer experience
- Franchise Update Media
- 2,705 Reads 2 Shares
It is the burden of companies and the training they provide to develop soft skills constantly
- John DiJulius
- 4,378 Reads 32 Shares
In an era of shrinking attention spans, employee training works best in short, focused segments
- John DiJulius
- 3,781 Reads 3 Shares
Give employees the authority to make fast decisions that benefit the customer on the spot
- John Tschohl
- 4,088 Reads 6 Shares
The 2025 Annual Franchise Marketing Report (AFMR) reveals brands are doubling down on innovation
- Helen Bond
- 8,264 Reads 2 Shares
The future of CX? Collaborative, data-driven, human-centered. FCXC 2025 panelists urged: Tech must delight, not just serve.
- Kevin Behan
- 3,383 Reads 2 Shares
Franchise leaders at FCXC 2025 stressed a balance: use tech smartly, but never lose the human connection that builds trust
- Kerry Pipes
- 3,646 Reads 4 Shares
At FCXC 2025, franchise leaders proved the power of local connection--turning small moments into lasting customer loyalty
- M. Scott Morris
- 2,949 Reads 1 Shares
Reports detail discussions from the 2025 Franchise Customer Experience Conference
- Kerry Pipes
- 4,312 Reads 12 Shares
At FCXC, franchise leaders shared their extensive expertise and gained valuable insights
- Kerry Pipes
- 4,447 Reads 2 Shares
Be friendly to your customers in every way you communicate
- John DiJulius
- 4,980 Reads 2 Shares
Franchises can optimize the customer experience with technology by providing convenience, value, and quality
- Casey Morford
- 4,428 Reads 15 Shares
This issue is characterized by the dynamic intersection of technology, innovation, marketing, and franchise leadership
- Kerry Pipes
- 3,653 Reads 1 Shares
In today's fast-paced world, customers appreciate the ease of shopping with Amazon
- John Tschohl
- 7,910 Reads 4 Shares
New annual report reveals how brands handle their online reputations by franchise sector
- Franchise Update Media
- 3,881 Reads 2 Shares
Franchise marketing executives discuss how they collaborate with other team members to optimize the customer experience
- Kevin Behan
- 5,165 Reads 3 Shares
Longtime franchisee places priority on hospitality and customer experience to build loyalty and relationships.
- Kevin Behan
- 4,961 Reads 2 Shares
A simple interaction can have profound effects on a customer's emotional well-being
- John DiJulius
- 4,409 Reads 2 Shares
The end goal is to get the problem resolved, not to put employees on the defensive
- John Tschohl
- 3,928 Reads 2 Shares
Franchise executives discuss how to balance the power of AI and technology with personal interaction to optimize customer experience
- Kerry Pipes
- 3,843 Reads 11 Shares
Franchise leaders discuss how they improve operations, efficiency, and the customer experience by collecting data through the latest technology platforms
- Kevin Behan
- 5,034 Reads 11 Shares
Although franchises are national brands, customers often think locally when evaluating their closest franchise location
- Steven Toole
- 5,714 Reads 16 Shares
Employees who complain are an opportunity for growth, reflection, and improvement
- John DiJulius
- 5,244 Reads 3 Shares
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