The importance of customer experience
Service based brands are, if any, 100% people and communication centric businesses. You could say they are neither B2B or B2C, they are H2H – Human to Human, and the performance of each individual in the franchise network stands in direct correlation to customer satisfaction and thus, growth and profitability of the network.
Franchisee employees are your brand’s most important ambassadors and executors. They represent an all-important first and last impression for many of your guests and customers, and they’ll be held strictly accountable for delivering a consistent customer experience across all touchpoints.
Digital tools for support and quality control of daily routines
How can you, as the brand owner, provide your organization with the best possible conditions to drive local success while simultaneously complying with your standards?
For franchisees to be able to comply with the system, it’s vital for them to have relevant, updated and easily available operations manuals, instructions and standards of performance. This will also support and improve the performance of lower-ranked employees.
The COVID-19 pandemic has also made it clear that changes in routines and procedures have to be communicated and implemented at speed, and that any delays or deviations come at a high price.
Everything available in one place
- Routine descriptions
- Training videos
- Operation manuals
- Supplier agreements
- Marketing materials
- Digital checklists
- …and more!
This is all handled digitally in the Chainformation platform. With role-based permissions, multiple languages and 24/7 access via any computer or mobile device, information is available when and where it’s needed. Built-in digital checklists and task management systems provide staff with efficient tools to handle all recurring routines and to-dos without paper or dozens of emails.
Read more about the different features and functions of the platform.