Franchising Today - Winter 2017 - 25

KEYS TO SUCCESS

The in-store customer experience is
still the best touchpoint and creates
that coveted personal touch.

ers, consumers have come to expect a
great customer experience from these
online marketplaces.
But for franchises, the in-store
customer experience is still the best
touchpoint, and creates that coveted
personal touch. The future shopper,
generation Z, actually prefers shopping in a store 67 percent of the time,
according to a National Retail Federation report. Ninety-eight percent of
gen Z shoppers still make their purchases in brick-and-mortar stores.
Creating the consummate customer
experience starts with maintaining a
positive attitude. Whether it's foodservice or retail, a positive attitude creates positive customer and employee
relationships, leading to an enjoyable
customer experience for all involved.
If a problem does arise, listen to the
customer's feedback, acknowledge

their frustrations and work with them
to solve the issue. Mistakes happen,
but how you handle them will go a long
way in cultivating a first-class culture.
Creating a customer experience
means going beyond selling a prod-

By blending forward-thinking technology to deliver an impeccable instore and online experience, coupled
with a local touch where a friendly
face can answer questions and give
peace of mind, franchisees can create

IT TAKES A SPECIAL PERSON TO RUN A
FRANCHISE, TO BE BOTH AN ENTREPRENEUR AND A SMALL BUSINESS OWNER.
uct. No one likes a product pushed on
them, so instead offer advice on your
different offerings, and thank them
regardless of whether they buy something or not.
It takes a special person to run a franchise. You have to see the value in living
at the intersection of being an entrepreneur and a small business owner.

a customer experience that will separate their franchise from the rest. This
marriage of ideas allows franchisees
to gain new customers and retain existing ones.
Ben Davis is Lendio's chief franchising

officer.

WINTER 2017

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25


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Table of Contents for the Digital Edition of Franchising Today - Winter 2017

Contents
Franchising Today - Winter 2017 - Cover1
Franchising Today - Winter 2017 - Cover2
Franchising Today - Winter 2017 - 1
Franchising Today - Winter 2017 - Contents
Franchising Today - Winter 2017 - 3
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Franchising Today - Winter 2017 - Cover3
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