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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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Potbelly Sandwich Works
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Potbelly Sandwich Works
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Potbelly Sandwich Works
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CEOs looking to better understand their brand’s customer experience (and that of their customer-facing workers) are spending time on the front line
  • John DiJulius
  • 1,422 Reads 1 Shares
A genuine smile can help you connect with customers and improve your long-term health.
  • John Tschohl
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When a crisis hits, it’s imperative to have a plan ready. Here’s how Premium Service Brands is prepared to manage a potential crisis.
  • Franchise Update Media
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4 ways to use a digital content strategy to connect with customers
  • Annie Oeth
  • 1,751 Reads 1 Shares
Focus on your needs as well as the customer's
  • John Tschohl
  • 1,767 Reads 29 Shares
Does your organization understand the power of the service strategy?
  • John Tschohl
  • 1,450 Reads
Customer experience experts suggest organizations need to break down their silos and share data for the best CX results.
  • M. Scott Morris
  • 1,530 Reads 11 Shares
Our August roundup of consumer experience news and trends
  • Eddy Goldberg
  • 1,194 Reads
Frontline workers often get the recognition, but those working behind the scenes also need to know the real and meaningful effects they have on customers.
  • John DiJulius
  • 1,784 Reads
6 steps for service recovery when faced with an irate customer
  • John Tschohl
  • 1,814 Reads
Integrating digital technology brings your customer greater value by providing a consistent digital experience (DX).
  • John DiJulius
  • 2,017 Reads 3 Shares
Subway
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Subway
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Subway
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Our July roundup of consumer experience news and trends
  • Eddy Goldberg
  • 1,587 Reads
Build (or improve) your customer service culture with these 9 principles
  • John Tschohl
  • 3,213 Reads 9 Shares
Training your frontline employees on listening skills can significantly boost the success of your units
  • Bob Phibbs
  • 1,796 Reads 1 Shares
How to get your customer service staff to be present and provide genuine hospitality during their interactions with customers.
  • John DiJulius
  • 2,604 Reads 12 Shares
Looking for love? Consumer love, that is, in a changing world of online customer reviews and influencers
  • Eddy Goldberg
  • 2,849 Reads 6 Shares
Using AI-powered brand intelligence on a hyperlocal level is key to improving your customers’ experience
  • Cynthia Sener
  • 4,518 Reads 6 Shares
Creating an environment where employees like to work also creates consistent customer service at all your locations.
  • John DiJulius
  • 2,403 Reads 4 Shares
1 ways to improve your customer service and make 2023 your best year ever!
  • John DiJulius
  • 2,370 Reads 6 Shares
Looking for a consumer marketing advantage in 2023 (and who isn’t)? Here are10 books on creating your brand’s best possible customer experience
  • Eddy Goldberg
  • 2,507 Reads 3 Shares
Good service won’t get you into the game; you need to provide service that is relentlessly awesome
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  • 2,056 Reads 5 Shares
Motel 6
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Motel 6
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Motel 6
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Our first-of-the-year roundup of consumer experience news, trends, and other developments!
  • Eddy Goldberg
  • 2,413 Reads 3 Shares
As franchise consumer marketers seek a competitive advantage in the battle for both customers and employees, these blogs, podcasts, and videos are sure to help!
  • Eddy Goldberg
  • 2,330 Reads 3 Shares
11 ways to improve your customer service and make 2023 your best CX year ever!
  • John DiJulius
  • 3,272 Reads 33 Shares
Only a few companies have a practice of calling their customers by name. You should be one of them
  • John Tschohl
  • 2,753 Reads 6 Shares
Covid sent employees packing and negated one of your most important differentiators: great customer service. Time to fix it in 2023!
  • John Tschohl
  • 2,063 Reads
As a recession looms, history shows that great customer experience brands outperform in any economy - how’s yours doing?
  • John DiJulius
  • 3,698 Reads 8 Shares
Our November roundup of consumer experience–related news, trends, and other developments!
  • Eddy Goldberg
  • 2,210 Reads 1 Shares
These 5 companies are reaping the financial benefits of making customer service a top priority.
  • John Tschohl
  • 3,075 Reads 4 Shares
The customer service experience provided during “grudge buys” can impact future decision processes and purchase behaviors
  • John DiJulius
  • 3,635 Reads 1 Shares
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