One benefit of franchising is that customers can visit any location in a brand and receive the same product every time. A positive customer experience depends on franchisees following the company’s guidelines and duplicating results. This roundtable will look to answer these questions: How can a franchisee create a positive experience for customers and why is it so important? What are the stages of an effective customer journey? What is the difference between the customer experience and customer journey? How can a franchisee repair a poor customer experience/journey?