In today’s franchise landscape, brand trust is won—or lost—at the local level. Reviews, community engagement, and online reputation shape customer decisions long before they ever walk through the door, and franchisors are under increasing pressure to manage it all while empowering franchisees to participate authentically.

This session brings together perspectives from franchising, customer experience, and technology to explore a full-spectrum approach to building and protecting brand trust. Through practical insights, real-world examples, and live discussion, speakers will share how to align review strategies across the system, support franchisees in generating and responding to feedback, leverage reviews as marketing content, balance national and local messaging, and address issues before they escalate.

Learning Objectives

1. Recognize the business impact of key provisions in franchise agreements.

2. Develop processes for monitoring and supporting compliance across the system.

3. Apply effective business strategies to address breaches while preserving relationships.

4. Oversee renewals, transfers, and terminations in ways that protect the brand and franchisee confidence.

5. Anticipate and adapt to external changes that may influence how agreements are managed operationally.