When franchising a brand, how does one transfer the culture that makes for an exceptional customer experience? How can a company help a franchisee in ensuring that customer experience processes are adequately implemented?
Healthcare brands need to focus on the customer experience. They need to ensure the implementation covers standards, facility design, people, partners, technology and ongoing programmes.
Most successful franchising businesses will tell you that agreements and compliance aside, the key to franchising is to find partners that agree with your brand philosophy and your style of working
So what makes you feel good when you walk into a store, hospital, travel company, office or even a website? Many things im sure! Over the course of our work in experience consulting we have consolidated the key aspects of customer experience to the following seven areas Environment Accessibility Technology People Knowledge Service Offers. EnvironmentContinue reading “Aspects of Experience”
Some time back, a news channel carried a report on data privacy weaknesses. The news report pertained to a female news reporter’s personal records, from two different service providers, being made available to just about anyone who could pay. The report then went on to describe how easy it is to obtain bank records andContinue reading “Experience Integrity”