Experience is Crucial: Post Arke CX Summit

Experience is Crucial: Post Arke CX Summit

Last Wednesday FRM had the pleasure of sponsoring and attending the 3rd annual Arke CX Summit – a conference designed to educate and inspire customer experience professionals. Experience in everything we do as consumers is crucial, even in franchise sales.

What Does Customer Experience Have to do With Me?

If you have customers, everything that impacts your customers has to do with experience. There are too many options on the market from direct and indirect competition for your brand to miss the mark here. This goes for both your end customers and franchisees. The best franchise candidates know how to spot a well-organized brand with an understandable process.

The companies winning in terms of customer retention, engagement and following are those who have placed experience at the top of their list of priorities. They know and understand that the revenue will come when their customers are happy.

Who Was There?

The event featured a phenomenal lineup of speakers including listed below. One that our franchise audience was particularly interested in was Michael Lage from Chick-fil-A. To be honest he captivated the entire audience – giving out gift cards for free sandwiches may have also helped.

Michael spoke about what it means to be a brand with exceptional customer experience. Although closed one day a week with fewer locations than others in the fast-casual quick-serve space they continue to beat out the competition in terms of revenue and customer service. They do this by putting their customer first in its business model. The same goes for their owner-operators (franchisees).

See the list of other speakers below.

  • Jamie Miller, digital marketing manager, Operations, D.R. Horton
  • Kelly Brock, marketing director, Industrial and Automotive Segment, UPS
  • Michael Lage, senior manager of digital experience, Chick-fil-A
  • Sabrina Sexton, director of digital marketing, Stanley Black & Decker
  • Bryan Hardman, director of marketing technology, Herschend Family Entertainment
  • Michelle Montgomery, vice president of marketing, Serta Simmons

If you’re interested in pre-registering for next year’s event click here. To find more information about this year’s conference check-out Arke CX Summit: Paving the Way to Better CX [Video].



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