Brand-Customer Connection is The Key to SMB and Franchise Growth

How much does it matter what Customers Think & How does impact the growth of your brand?

At FrontStreet, we believe a strong brand-customer bond is crucial for scaling a franchise business.?

When evaluating potential partner brands, we focus on two key aspects of the customer-brand relationship:

Familial Bond

• Customers have a deep emotional connection with the brand
• They can't imagine their lives without it
• Actively recommend and promote the brand to others
• Brand loyalty is off the charts!?

Transactional Bond

• Customers value the brand for its prompt, reliable service
• They appreciate the competitive pricing and value proposition
• While not as emotionally invested, they still choose the brand for its quality and convenience
• A solid foundation for customer satisfaction and retention?

By assessing these two types of bonds, we gain invaluable insights into the strength and nature of a brand's customer relationships.?

When assessing potential partner or portfolio brands, we prioritize two key metrics that provide valuable insights into customer satisfaction and loyalty:

Customer Reviews and Ratings

• Analyzing the overall sentiment and feedback from customer reviews
• Examining the distribution of positive, neutral, and negative reviews
• Identifying common themes and areas of excellence or improvement

Net Promoter Score (NPS)

• Measuring the likelihood of customers recommending the brand to others
• Assessing the proportion of brand promoters, passives, and detractors
• Evaluating the brand's NPS compared to industry benchmarks and competitors

By focusing on these two critical indicators, we gain a deep understanding of a brand's customer-centricity and growth potential.?

On the other hand, NPS serves as a powerful predictor of customer loyalty and word-of-mouth marketing, rand on its customers.?

NPS, on the other hand, serves as a powerful predictor of customer loyalty and word-of-mouth marketing, which are essential drivers of organic growth.?

Together, these metrics form the foundation of our brand evaluation process, enabling us to identify high-potential partners that prioritize customer satisfaction and have a strong capacity for growth.?

One of our portfolio brands has an impressive 98% 5-star review average across 20 locations & an NPS of 93!?

Compared to other brands:

• Apple's NPS: 72
• Warby Parker's NPS: 80
• Starbucks' NPS: 77
• Our Portfolio Brand's NPS: 93!!!

Word-of-mouth is the best marketing. We've found a strong correlation between high ratings, NPS, & organic brand growth.?

Take Tesla (NPS 97) – have you ever seen a Tesla commercial? Probably not, because their customers are their marketing.?

High NPS & ratings may mean less marketing spend, converting savings into profit & scaling bigger, faster, and stronger.?

We're excited about a potential partnership with a brand that has:

? Over 31,000 5-star reviews?

? A perfect 5.0 Google rating?

? 500M+ social media video views

And get this - all from just 27 locations!?

This brand is crushing it regarding customer satisfaction and online engagement.?

Kudos to brands that excel in customer experience by:

1. Having well-defined systems and processes for the entire customer journey?
2. Constantly striving for perfection in user experience?
3. Taking deep care in pre, during, and post-engagement with their customers?

These brands understand that customers are the lifeblood of their business and prioritize customer satisfaction at every touchpoint.?

Their customer-centric approach fosters trust, builds lasting relationships, and sets a high bar for excellence in customer service.

Jeff and I do calls all the time with brands thinking about scaling their SMB thru franchising or franchise founders with under 50 open locations. ?

Follow me as we build $100M brands or let's have a call to talk about your brand