Tag: franchise growth

The Most Expensive Word in Business Is “Wait” Several years ago, I was sitting with a franchise owner who was describing the challenges facing his business. Labor costs were rising, customer expectations were evolving, and new competitors seemed to appear every month. Like many leaders, he was feeling the pressure of trying to make the right decisions in an environment

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Consumer Behavior Is a Mindset Most organizations believe customer experience is about service, systems, or strategy. Those things matter, but they are not the true driving force behind growth and brand loyalty. The real driver is mindset. Every interaction a customer has with a company becomes psychologically engraved into their mindset. Every phone call, every email, every delay, every greeting,

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