Customer Experience

7 CX Challenges Franchises Face and How to Solve Them 

When you walk into a Burger King in India, you still expect the same delicious burger as you would in the United States. That’s the brilliance of franchises: consistency defined by the brand promise. Franchises create a unique world that transports you, no matter where you are. However, consistency isn’t easy to scale, especially when you’re looking to delight customers across dozens, if not hundreds or thousands, of locations. In fact, delivering consistent but location-specific experiences is one of the hardest balancing acts in the business. Every franchise carries the brand promise, and a single bad experience at any location can erode customer trust in the entire brand. That’s why franchises need to perfect their CX strategy. Here are the top 7 obstacles you need to watch out for, and how you can address them to elevate your game. 1. Rapid growth vs. experienced service When you’re on the path to growth, scaling locations is a logical progression. However, scaling too quickly without the necessary experience and data to back up the new locations opening can be detrimental to your brand. Scaling too fast and opening too many new locations often means using shortcuts to make things work. This could result in overwhelming your supply chain, diluting training quality to get new locations started faster, and even working with less oversight, usually resulting in more errors from inexperienced staff. The consequence: unhappy customers. Customers don’t care if the new location opened so quickly. But they do care if their expectations weren’t […]