The fifth best practice is often the hardest. Many times—after much time and money is spent on strategy development, launching services and technology—there are shortfalls...
It's important that brand standard compliances be audited, evaluated, and corrected across multiple channels, for a full-service solution to measure and act on CX and..
Almost all multi-location businesses use some form of audit to measure execution against brand standards. Some companies outsource these audits, others use internal staff for site..
Today, digital engagement has accelerated tremendously, and top companies have shifted quickly to focus spend on replacing or enhancing in store experiences using digital..
The COVID-19 pandemic has revamped how people are using their smartphones. With an increase in app usage, how can multi-location brands use apps to collect customer experience..
Financial metrics are an obvious metric—but tend to be in the rearview mirror. In Market Force’s modeling work, we have found that both delivery to brand standards and customer..
When was the last time you took a walk in your customer’s shoes and experienced your brand from their perspective? Having a clear understanding of their priorities and how those..
So much has been written about the importance of employee engagement that it almost seems foolish to spend time talking about it. But if we are creating environments that create..
