Franchise Update Magazine Issue III, 2015 | Page 53

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F R A N C H I S E

dealing with negative comments on
social media, training front-line employees to deal (effectively!) with difficult customers, customer service and
upselling, and, of course, keeping up
with technology. “Technology keeps
customers engaged, but it is how this
technology is leveraged that will set
you apart,” said O’Gorman.
The second Customer Experience
boot camp, again facilitated by Waller,
repeated the earlier “How To Choose
a Technology Company” theme, again
to a packed house. Watson, DeFrece,
and Holahan made a repeat appearance,
this time to a new audience. Waller repeatedly emphasized the importance
of having an IT road map—but when
he asked the room who had one, just a
single hand went up. This session took
on a more technical bent than the