In Nigeria, where franchising is becoming an increasingly popular business model, maintaining brand consistency across multiple locations can be a significant challenge. Franchisors want to ensure that every outlet, whether directly owned or operated as a franchise, adheres to the same quality standards, customer service guidelines, and operational protocols. One of the most effective […]
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The Use of Mystery Shopping by Brands to Assess the Compliance of Franchisees or Outlets with Brand Standards in Nigeria
In Nigeria, where franchising is becoming an increasingly popular business model, maintaining brand consistency across multiple locations can be a significant challenge. Franchisors want to ensure that every outlet, whether directly owned or operated as a franchise, adheres to the same quality standards, customer service guidelines, and operational protocols. One of the most effective tools […]
CUSTOMER SERVICE: THE FACE OF EVERY BUSINESS
When we say “Customer service is the face of every business,” we recognize that customer service interactions often form a customer’s first and lasting impression of a business. This phrase emphasizes the critical role that customer service plays in shaping perceptions and influencing customer loyalty. Mystery shoppers—a powerful tool used by companies to evaluate their […]
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