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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June 18-20, 2019. Atlanta, GA. FMLC brings together so many levels of experience in Franchise Marketing. The different franchise brands that attend and the vendors that sponsor share a vast amount of useful information each year.
Can a company's customer service go from bad to great?
- John DiJulius
- 1,072 Reads 9 Shares
How 3 positive guest experiences create loyal customers at Stoner's Pizza Joint
- Nick Bergelt
- 1,745 Reads 12 Shares
Can your brand's front-line customer service go from bad to great?
- John DiJulius
- 7,314 Reads 16 Shares
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
- 4,783 Reads 19 Shares
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
- 5,865 Reads 83 Shares
How 7 franchisees are using their loyalty programs to attract and retain customers.
- Sara Wykes
- 2,763 Reads 37 Shares
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
- 5,638 Reads 12 Shares
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?"
- John DiJulius
- 5,119 Reads 33 Shares
To be a professional disruptor, you must be willing to take risks. This means you must be willing to fail.
- John DiJulius
- 4,166 Reads 8 Shares
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.
- John DiJulius
- 9,428 Reads 16 Shares
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
- 24,758 Reads 11 Shares
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Dealing with customer complaints that make it to senior executives is a critically important strategy.
- John DiJulius
- 4,019 Reads 5 Shares
These five "big picture" customer service lessons, observations, and accompanying advice may not qualify as future deathbed regrets for many CEOs, but they should.
- John DiJulius
- 2,026 Reads 14 Shares
Customer service guru John DiJulius draws customer service lessons from United Airlines' latest gaffe.
- John DiJulius
- 3,543 Reads 17 Shares
Learn how to teach your Millennial employees the skills of customer service - and improve everyone's' experience!
- Katie Mares
- 2,239 Reads
Customer service guru John DiJulius highlights his readers' Top 10 favorite articles from last year.
- John DiJulius
- 2,343 Reads 1 Shares
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.
- Daniel Lieberman
- 1,937 Reads
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
- 2,055 Reads 2 Shares
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
- 3,146 Reads 5 Shares
6 things that make a brand indispensable - and its customers loyal. How many of these boxes can you check for your brand?
- John DiJulius
- 2,424 Reads 22 Shares
Customer service excellence, the key to attracting and retaining customers, begins at the top. Is your brand's leadership team on board?
- John DiJulius
- 1,994 Reads 4 Shares
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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?
- John DiJulius
- 2,264 Reads
Customer service expert John Tschohl offers 6 customer service principles that empower employees and build better businesses.
- Multi-Unit Franchisee
- 11,100 Reads 1 Shares
Southwest Airlines, a perennial leader in customer service management, offers many lessons for franchise brands interested in increasing customers, sales, and profitability.
- John Tschohl
- 4,511 Reads 1 Shares
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
- 2,731 Reads
How do you go beyond platitudes about customer service to systems that engage customers and deliver marketing impact through a superior customer experience? Top franchise executives provide 3 key customer insights.
- Jack Mackey
- 2,290 Reads 16 Shares
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