I’ve become much more interested lately in the study of Customer Experience, a rapidly growing field especially in retail and restaurants. Every touch point with the customer, both before, during, and after the visit, impacts the customer’s decision to buy. In franchising, the customer experience is mostly defined by the franchisor, with only minor execution responsibility for the franchisee. The store layout, marketing, the parking lot, the type of flooring, the web site, the lighting, the registers, employee training, customer service processes…all contribute to the customer experience, which in turn, contributes to repeat and referral sales.
Understanding the elements that make a customer experience successful is critical when evaluating a franchise opportunity. Before you can evaluate it, you need to understand what makes a good and bad customer experience. Learning and keeping tabs on the trends in customer experience is easy with blogs. Here is a list of 36 blogs in the area of brand and customer experience.