Loyalty
Offer your customers incentives to visit your franchise locations without deep discounts. Loyalty programs, also called reward programs, provide customers with reasons to come back and enable you to collect invaluable data about your customers and their preferences. Loyalty and reward programs produce increased sales with smarter marketing choices based on the information you gather.
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SMS can be a powerful tool for building the customer relationship. Targeted messages, exclusive deals, and helpful reminders via smartphone can all help improve customer satisfaction and create loyal fans.
- Multi-Unit Franchisee
- 14,765
World-class service companies have what I like to call a "customer bill of rights" that every person in that organization clearly knows and follows 100 percent of the time.
- John DiJulius
- 7,147
Ross Harried has found that a "small" strategy can serve up big business success. His Maui Wowi Ka'anapali Carts (Tiki huts on wheels) are 8 feet wide, 3 feet deep, 8 feet high and can squeeze in most anywhere...
- Helen Bond
- 6,055
Amazon founder Jeff Bezos is a Star Trek junkie. He almost named his company MakeItSo.com, based on the adventures of the USS Enterprise, when Captain Jean-Luc Picard would confirm his commands with the words, "Make it so!"
- Jack Mackey
- 5,246
Vast amounts of energy and treasure have been invested to understand why customers do--or don't--come back. Few questions are more important, since same-store sales growth is built on the backs of loyal customers.
- Jack Mackey
- 4,289
Customer expectations today are dramatically higher, thanks to the likes of Amazon, Zappos, Southwest Airlines, Starbucks, Ritz-Carlton, and Chick-fil-A, to name just a few of today's customer experience leaders.
- Jack Mackey
- 3,900
If you're the CEO of a company, the realization that much of what you do can be copied by your competitors may be distressing, but veteran sales manager, consultant, and business speaker Jack Daly says not so fast.
- Multi-Unit Franchisee
- 5,215
In wrestling with this question, it is clear that so-called loyalty programs are really rewards programs.
- Jack Mackey
- 5,413
Without customers, you are out of business. It seems to me that part of learning "how-to-make-customers-loyal" is to ask customers to give you feedback on their experiences of doing business with you.
- Jack Mackey
- 3,630
Online shopping has changed how consumers purchase airline tickets, shoes, music, and more. Now, according to a survey from EMN8, consumers want more of the same technology choices when it comes to ordering fast food.
- Multi-Unit Franchisee
- 5,172
I attend a lot of franchise conferences in Las Vegas. When you look around there, gambling seems to a very profitable business, right?
- Jack Mackey
- 3,317
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SPONSORED Open a PuroClean FranchiseJoin the national insurance restoration service franchise that specializes in fire, mold, and water damage clean up. PuroClean offers a low investment |
Capriotti's Sandwich Shop has been named one of Technomic's Top 100 Sandwich Chains and received Sandelman's Award of Excellence for Customer Service.
- Jack Mackey
- 4,016
There's an old saying: "Most people aim at nothing in life... and hit it with amazing accuracy."
- Dr. Tony Alessandra
- 3,469
The Multi-Unit Franchising Conference was held in Las Vegas this past April. Would it surprise you to know that 70 percent of all revenue generated by Las Vegas casinos is non-gaming revenue?
- Jack Mackey
- 3,219
At the recent Multi-Unit Foodservice Operators Conference, Service Management Group (SMG) conducted interviews with executives on how their customer satisfaction efforts are working.
- Jack Mackey
- 5,384
Procrastination is like a virus. It creeps up on you slowly, drains you of energy, and is difficult to get rid of if your resistance is low.
- Dr. Tony Alessandra
- 2,963
I can't say enough about the importance of empowered employees in helping a business survive and grow, even in the worst of economic situations.
- John Tschohl
- 4,565
Many companies use a customer loyalty scheme whether it be miles, points, or other free stuff. All are based on dollars spent and frequency of usage.
- Lisa Ford
- 5,179
Practicing The Platinum Rule--treating others the way they want to be treated by adapting to their behavioral style--can quickly make you a more sensitive, effective leader.
- Dr. Tony Alessandra
- 4,683
In my book, Overpromise and Overdeliver: The Secrets of Unshakable Customer Loyalty, I explain how to differentiate your brand by designing and delivering extraordinary customer experiences that instantly differentiate your company.
- Rick Barrera
- 6,681
Until your organization figures out how to drive higher sales and profits at existing stores, adding new units is very risky. The only time McDonald's got in real trouble came when they focused on growing sales by adding new units while neglecting to grow same store sales.
- Jack Mackey
- 5,177
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SPONSORED Open a Quaker Steak & Lube® FranchiseFounded in 1974 in Sharon, PA, the award-winning casual dining restaurant chain has expanded over 55 locations throughout the United States and Canada |
The goal of customer experience management is to move customers from satisfied to loyal and, ultimately, to be advocates for the brand.
- Jack Mackey
- 4,793
With all the emphasis on providing customers with "value," I asked about 100 attendees at the IFA Convention in February to describe what value meant. The top five answers on the board:
- Jack Mackey
- 2,224
These are adverse times for franchise industry executives and operators. Everywhere they turn it seems they are faced with weakening markets. The "get big" strategy of the last decade, which was driven by low interest rates and growing markets, is collapsing under the pressure of shrinking consumer demand.
- Jack Mackey
- 2,551
I have a suggestion that will raise your odds of winning--and it won't cost you any money. To clarify what I mean by improving your probability of winning, let me contrast that with an example of winning by chance.
- Jack Mackey
- 2,976
Customer loyalty is never more important than in turbulent times. High levels of customer satisfaction are a must to win customer loyalty. That's one reason measuring customer satisfaction is a great idea--if the numbers are real! Unfortunately, many customer satisfaction scores are unreliable.
- Jack Mackey
- 2,544
More and more multiunit operators are recognizing that customer experience management delivers the organic growth that drives:
- Jack Mackey
- 2,372
A great customer experience matters. A lot. More than ever. Why?
For one thing, because there are a lot of coffee chains in the world. Comedian Dennis Miller has a rant about how Starbucks has started opening Starbucks stores inside existing Starbucks stores. Well, it's funnier when he says it.
- Jack Mackey
- 2,135
Building a portfolio. Growing beyond one unit. Expanding outside a single brand.
- Kerry Pipes
- 2,075
Technology companies have always searched for a way to integrate functions in various devices or programs. The advantages to a provider are obvious: more functions mean more charges that can be made, or greater customer loyalty.
- Ripley Hotch
- 1,842
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