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The 19-Step Path to Manage Customer Defection
Pre-emptive effort! Customer defection management is a pre-emptive whole-of-business effort to engage systems and behaviors that constantly inform management when a customer stops buying in favor of a competitor and the reasons why so that it is better positioned to avert future defections. In instances where your business deals mainly with intangible products, a zero […]
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Goodwill and good faith: 7-11 Short changes the Australian Franchise Systems
One of Australia’s largest and oldest franchise systems has been rocked t with revelations of underpayment of wages by its franchisees and allegations of dubious reporting. 7/11 brand reputation has been bruised and battered amidst franchisee discordance and scrutiny by Australian regulators. The 7/11 wage price scandal reinforces that every franchisor has obligations of good […]
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8 Tips to Consummate the Value of Goodwill
The franchise relationship is a marriage of convenience that in order to succeed needs close collaboration between franchisees, franchisors and suppliers. The survival of this co-dependent partnership requires the valuation of goodwill, which both partners need to agree on, otherwise the marriage may end up ‘on the rocks’. This includes a healthy understanding of the […]
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