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.
RECENT HEADLINES
October 4th, 2018
To be a professional disruptor, you must be willing to take risks. This means you must be willing to fail.
- John DiJulius
- 3,751
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
- 9,149
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
- 24,522
Dealing with customer complaints that make it to senior executives is a critically important strategy.
- John DiJulius
- 3,629
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
- 1,761
Customer service guru John DiJulius draws customer service lessons from United Airlines' latest gaffe.
- John DiJulius
- 3,222
Learn how to teach your Millennial employees the skills of customer service - and improve everyone's' experience!
- Katie Mares
- 1,964
Customer service guru John DiJulius highlights his readers' Top 10 favorite articles from last year.
- John DiJulius
- 2,094
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
- 1,673
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
- 1,829
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
- 2,753
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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?
- John DiJulius
- 2,169
Customer service excellence, the key to attracting and retaining customers, begins at the top. Is your brand's leadership team on board?
- John DiJulius
- 1,798
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
- 2,056
Customer service expert John Tschohl offers 6 customer service principles that empower employees and build better businesses.
- Multi-Unit Franchisee
- 10,119
Southwest Airlines, a perennial leader in customer service management, offers many lessons for franchise brands interested in increasing customers, sales, and profitability.
- John Tschohl
- 4,034
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
- 2,457
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
- 2,064
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