Only a strong brand is not enough to succeed. Along with “what” we are selling, “how” and “where” we are selling that also matters.
It is not only the product or brand that pulls the customers. Customer Experience counts.
If along with the product and its brand name the selling process is not transferred with the brand’s true spirit, all the franchisees of a product don’t get the same response because the customer experience is not duplicated everywhere. Here is an example.
Even though Juhu’s famous Ice Cream brand has its franchisee parlors at many places in Mumbai and elsewhere, only the flagship one at Juhu is always very crowded. Others are not so successful. Some are complete failures. Reasons?
1. Location plays a very important role. Some parlors are in very inconvenient locations, which people don’t like to frequent.
2. Service and Customer Experience are most important than the brand or the product itself. At their franchisee store in Malad-West, for example, customers don’t feel welcome. The franchisee owners are very greedy and the staff completely unprofessional, making a customer’s experience unsavory in contrast to the brand’s tasteful reputation.
It is not only the product or brand that sells. The process of selling and customer experience also affects sales equally.
Along with financial strength of a franchisee, their value system also must be examined. Otherwise their association will damage the brand’s image.