Franchisors have many different customer groups: franchisees, consumers, and even internal staff.

Customer expectations are changing faster than ever before. Marketing, social media, technology and cultural trends are shaping people’s beliefs and values, which can often lead to a sense of entitlement. This can make it difficult for businesses to consistently deliver fulfilling experiences. And for those that try, the result is often higher transaction costs, stressed out staff, and disappointed customers.

However, there is a way to deliver experiences that are easy to manage and cost-effective, while successfully building customer trust and loyalty.

Join us for this energizing and powerful opening keynote presentation from Marc Gordon, an internationally recognized thought leader in the field of customer experience with over 25 years of marketing and sales experience in a number of diverse industries! During this presentation, Marc will share the secrets of what it takes to create and keep happy franchisees and customers. Best of all, how to do it without the effort of needing “wow” every time.

Combining the science of human behaviour and best business practices, Marc shares personal stories and real-world examples to provide you with the skills and techniques to create manageable processes that deliver rewarding experiences for all your customer types.

KEY TAKEAWAYS:

• Discover what truly drives customer loyalty (Hint: it doesn’t involve exceeding expectations)
• Learn the three traits that start every successful customer experience
• Find out what customer experience really is and how every employee can contribute
• Find out the single easiest way to deliver experiences that keep customer coming back
• Learn what influences expectations, and how to use that to engage with customers more effectively
• And much more!
   

Sponsored by The UPS Store Canada

Be sure to attend the CFA National Convention where we welcome keynote speaker, Michèle Boudria, President and CEO of McDonald's Canada! Michèle brings with her a wealth of experience, having started her career in the industry more than 35 years ago as a restaurant crew member and working her way up to become the first woman President & CEO of McDonald’s Restaurants of Canada.

In her keynote presentation, Michèle will share her personal development journey and the key factors that have contributed to her success in a franchising business model. She will discuss how McDonald’s Restaurants of Canada has continued to adapt and evolve over the last 55 years, and share her perspective on the future of the industry. 

As a people-first leader, Michèle is focused on driving business results and creating a bigger impact to deliver on McDonald’s purpose of feeding and fostering communities. She will share how she is ensuring McDonald’s lives up to its promise to be a leader of positive change in Canada. Michèle is passionate about Diversity, Equity & Inclusion (DEI) and will discuss her efforts to foster a culture of inclusivity that reflects the diverse communities that McDonald’s serves. 

Don't miss this opportunity to hear from McDonald’s Restaurants of Canada’s President & CEO and gain valuable insights on how  build a diverse and inclusive franchise business.

Register now to be a part of the "Future Forward: Building Tomorrow Together" at the 2023 CFA National Convention and learn how to hone your growth mindset with best practices for today and tomorrow. Together, we can help franchisors and franchisees thrive today and tomorrow.
 

About Michèle Boudria, President & Chief Executive Officer, McDonald’s Restaurants of Canada
Michèle Boudria, President & Chief Executive Officer, McDonald’s Restaurants of Canada, is responsible for the business operations across more than 1,400 McDonald's restaurants from coast to coast to coast. 

Michèle began her career with McDonald’s Restaurants of Canada Limited in 1984 as restaurant crew in Aylmer, Quebec. From there, she moved on to regional, national, and international leadership roles of increasing responsibility, including Worldwide Operations teams in 2014. In 2015, she joined the Canada Leadership Team as McCafé Officer. In that role she helped define the vision for McCafé coffee leadership and guided her teams to sustained and consistent periods of growth. In 2018, Michèle was appointed West Regional Vice President, where she established herself as a strong partner to the Owner/Operators in the region.  

Michèle is a former Chair of the Canadian McDonald’s Women’s Leadership Network and a former Vice-Chair for the US Women’s Leadership Network, she has also held the positions of Canadian Women’s Leadership Network Sponsor and Canadian Representative on the Global Women’s Leadership Network.
 
Michèle lives in Toronto with her husband.
 

Charlie Chase delivers insights from his three-decade career in the franchise industry and provides his outlook on the future of franchising in North America

Join us for an inspiring keynote session from Charlie Chase, President and CEO of FirstService Brands, a leading North American brand in the category of property services, including CertaPro Painters, Paul Davis Restoration, Pillar to Post Home Inspectors, and more! He is also the current Chair of the International Franchise Association (IFA) Board of Directors.

In his keynote presentation, Charlie will share his success story, from the beginning of his franchising journey in 1982 as a franchise owner of College Pro Painters, to becoming the founding President/CEO of CertaPro Painters and a respected international leader in the industry. During his presentation, Charlie will share his personal story of determination, resilience, and grit, as well as his insights on the keys to success in franchising today and in the future. He will also provide valuable perspectives on how the industry has been able to adapt and thrive over the past three decades. Additionally, Charlie will provide his insights on the future of franchising in North America and offer best practices for franchisors and franchisees to thrive together.

This keynote session is a must-attend for anyone looking to build a successful franchise business and learn from one of the most accomplished franchisors in the country. With Charlie's wealth of experience and knowledge, attendees will gain valuable insights and best practices that they can apply to their own businesses to help them grow and thrive in the years to come. Register now to be a part of this exciting and informative session at the 2023 National Convention.

Don't miss this opportunity to hear from a powerhouse, international franchisor as he shares valuable insights on how to build a resilient and adaptable franchise system.

About Charlie Chase, President and CEO, FirstService Brands, Inc. and Chair of the International Franchise Association (IFA)
Mr. Chase resides in Villanova, PA and he is the President and CEO of FirstService Brands, Inc. Prior to his role as CEO, Mr. Chase served as the President of the Consumer Franchises of The Franchise Company and prior to that he was CEO of CertaPro Group.

Throughout his 29 years with FirstService Brands he has held numerous roles, starting as a Franchise owner in 1982 at College Pro Painters. Believing that there was an opportunity to create a successful and significant full time painting company, in 1992 he became the founding President/CEO of CertaPro Painters. Mr. Chase has a B.A. Honors in Economics from Queens University, Ontario, Canada.

Peter H. Thomas shares how franchisors can make their businesses attractive for potential investment. 

Tune in with an inspiring keynote presentation from one of Canada's most successful entrepreneurs, Peter H. Thomas as he shares his incredible success story as a Canadian entrepreneur and franchisor, highlighting the key factors that have contributed to his success in the industry and how future-forward mindset can enable you to identify and reap the rewards of great opportunities.

Attendees will hear about his experience as the founding partner and chairman of Century 21 Real Estate Canada and Founding chairman of Thomas Franchise Solutions (TFS), a private equity firm that specializes by investing in and developing franchise systems like Dogtopia. Discover what he looks for in franchise brands when identifying investment and development opportunities and how franchisors can take actions today to set themselves up for success for investors in the future.

Throughout the presentation, Peter will delve into the importance of being future and growth focused for franchisors. He will discuss the stumbling blocks franchisors face as they grow and provide strategies for overcoming them. Peter will address why values matter in leadership and the importance of giving back to the community and fostering diversity and inclusion. 

In addition, Peter will share his thoughts on the future of franchising in Canada and what franchisors should be doing to take advantage of potential opportunities in the next few years. 

This keynote session will be a valuable opportunity for franchisors to learn from one of the most successful entrepreneurs in the industry, and gain valuable insights and advice on how to grow and succeed in the world of franchising. Don't miss this chance to hear from Peter H. Thomas, a true leader in the Canadian franchising community.

About Peter H. Thomas, Founder and Chairman of Thomas Franchise Solutions (TFS) and Chairman of Dogtopia
Peter H. Thomas has been a values-based serial entrepreneur for more than four decades, specializing in real estate and franchising. He is recognized as one of the leading developers and leaders of his time in North America. Peter has developed billions of dollars in real estate projects, including shopping centers, apartments, condominiums, hotels and golf courses.

Peter has authored many books, has been featured on the cover of numerous magazines, and has been recognized with many awards over the years including the National Caring Award – an honor shared by General Colin Powell and Laura Bush; and the prestigious Ernst & Young Pacific Region Entrepreneur of the Year Award.

For his outstanding commitment to values, ethics, entrepreneurship and quality of life, Royal Roads University was pleased to present Peter Thomas with an honorary Doctor of Laws degree.