May 27, 2025

Building Brand Reputation Through Customer Experience Featuring Ray Titus

30 minutes

Maintaining Consistent Customer Service Standards Across Every Location

Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

How can businesses maintain consistent customer service across different industries?

How does staff training influence customer satisfaction?

How does community involvement enhance customer loyalty?

Can one employee's actions shape the reputation of an entire franchise network?

How does embracing technological change improve customer experience?

Top Takeaways:  

Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.

Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It's this consistency that builds trust and a strong reputation over time.

Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive.

Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the "CEO of the Moment" because a single moment can make or break the brand's reputation.

Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes "the most popular person in town," people will go out of their way to support it.

Training isn't something you did. It's something you do continuously and consistently. It isn't just about teaching people how to do their jobs. It's about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business.

Examine every touchpoint in a customer's journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers.

Plus, Shep and Ray talk about Will Guidara’s concept of "unreasonable hospitality" that can be applied to all businesses, in every industry. Tune in!

Quote: 

"Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization's reputation."

About:  

Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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By Shep Hyken & C-Suite Radio

8585 ratings