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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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Franchise Marketing Leadership Conference
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.
Firehouse Subs
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If A Problem Arises With A Customer, Turn It Into An Opportunity To Own That Customer For Life.
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What do the best customer experience brands do differently?
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Customer service mistakes are a chance for you to save the day--and create a customer for life.
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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.
  • John DiJulius
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Are you training your front-line employees to deliver world-class customer service?
  • John DiJulius
  • 2,181 Reads 24 Shares
Can a company's customer service go from bad to great?
  • John DiJulius
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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
  • 7,428 Reads 16 Shares
Sola Salon Studios
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Sola Salon Studios
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Sola Salon Studios
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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.
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  • 4,923 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.
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How 7 franchisees are using their loyalty programs to attract and retain customers.
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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
  • 5,777 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?"
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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.
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Dealing with customer complaints that make it to senior executives is a critically important strategy.
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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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Rent-A-Center
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Rent-A-Center
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Rent-A-Center
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Customer service guru John DiJulius draws customer service lessons from United Airlines' latest gaffe.
  • John DiJulius
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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
  • 2,132 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
  • 3,552 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
  • 2,594 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
  • 2,061 Reads 4 Shares
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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  • 2,336 Reads
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