CRM

The basic concept of the franchise model resides in the notion that the products or services you offer are so good, people in several different cities, regions, or even countries will want to buy it, and this has clearly proven to be true for many franchise brands. While this may be true of products and services, the way we look at customer service and how to reach consumers has become much more individualistic. Today’s consumer expects to have a uniquely personal experience from the brands they patronize, one that is centered on their preferences and considers their emotional connection to the brand. To do this properly, franchisees need to look more at local trends and habits and focus on how to use data from their local community to grow their franchise profits. By using data collected from loyalty programs, purchasing habits, and social media interactions to inform strategy, franchisees can build a brand-to-consumer experience that boosts customer retention and attracts a steady st...

  If you’re not sure what field service management does or what is at stake when a field service team isn’t performing at optimum levels, here’s a real-world example for you. In 2009, Mike Severson, an IT specialist, was returning to his building after a late afternoon smoke break. He was planning on working later that Friday to implement some system changes after staff had left for home. If all went well, he should be done by around 6:30. Hopping on the elevator, it abruptly jarred to a stop somewhere around the 34th floor. He pushed the alarm button several times but received no response. His cell phone was sitting on his desk far away in his office, and there seemed to be no camera in the older skyscraper’s elevator car either. No one seemed to be around to hear his cries for help through the antique brass elevator doors. The following Monday morning, – some 44 hours later, – a severely dehydrated and understandably shaken Severson was finally discovered and thankfully rescued. ...