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
June 10th, 2019
 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.
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If A Problem Arises With A Customer, Turn It Into An Opportunity To Own That Customer For Life.
- John DiJulius
- 899 Reads 2 Shares
What do the best customer experience brands do differently?
- John DiJulius
- 1,137 Reads 25 Shares
Customer service mistakes are a chance for you to save the day--and create a customer for life.
- John Tschohl
- 753 Reads 4 Shares
4 tips on providing consumers with the convenience and choices they want.
- Charles Bonfiglio
- 1,974 Reads 32 Shares
Customer loyalty may be your most important metric of success.
- Chad Storlie
- 6,913 Reads 54 Shares
Tips and tactics for optimizing the customer experience and the bottom line.
- Chad Storlie
- 1,818 Reads 23 Shares
How smartphone addiction is harming our people skills and creativity.
- John DiJulius
- 1,583 Reads 19 Shares
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
- 1,175 Reads 9 Shares
How 3 positive guest experiences create loyal customers at Stoner's Pizza Joint
- Nick Bergelt
- 1,868 Reads 12 Shares
Can your brand's front-line customer service go from bad to great?
- John DiJulius
- 7,428 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
- 4,923 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.
- John DiJulius
- 6,011 Reads 83 Shares
How 7 franchisees are using their loyalty programs to attract and retain customers.
- Sara Wykes
- 2,937 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
- 5,777 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?"
- John DiJulius
- 5,338 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
- 4,355 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
- 9,623 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
- 24,832 Reads 11 Shares
Dealing with customer complaints that make it to senior executives is a critically important strategy.
- John DiJulius
- 4,169 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
- 2,113 Reads 14 Shares
Customer service guru John DiJulius draws customer service lessons from United Airlines' latest gaffe.
- John DiJulius
- 3,734 Reads 17 Shares
Learn how to teach your Millennial employees the skills of customer service - and improve everyone's' experience!
- Katie Mares
- 2,410 Reads
Customer service guru John DiJulius highlights his readers' Top 10 favorite articles from last year.
- John DiJulius
- 2,521 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
- 2,103 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
- 2,132 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?
- John DiJulius
- 2,336 Reads
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