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!