Franchise
update|Q4
BUSINESS
INTELLIGENCE FOR GROWING FRANCHISORS
4 From the Editor’s Desk Growing better, not bigger in 2013
Lead 5.
6 Executive Profile: Randy Shacka 33-year-old president leads Two Men and a Truck
9 CEO Profile: Doug Pendergast Keeping 80-year-old Krystal relevant in the age of better burgers
14 Feature: Franchise Conventions Delivering maximum benefit system-wide
18 Feature: Anatomy of a Brand Arby’s refranchising initiative is coming on strong!
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20 Leadership Guru: Juice It Up! CEO “Change is hard, but it doesn’t have to be painful”
Market 23.
24 CMO Q&A Checkers’ Terri Snyder on brand leadership and development
28 CMO Roundtable “How do you stage a successful new store grand opening, soup to nuts?”
30 Connecting with Customers Customer journey mapping is a hot topic these days
Grow 31.
32 Feature 2013 Annual Franchise Development Report highlights franchisor strengths, weaknesses
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38 Feature: 14th Annual Leadership & Development Conference
Attendees seek the winning formula in Atlanta
42 Feature: Mystery Shopper Survey
Suggestions from our mystery team on improving franchise development results
46 Feature: STAR Awards All-STAR winners shine bright in Atlanta
50 Challenge the Pros “How can you help prospects with what questions to ask and what information
they should be seeking from franchise development people and existing franchisees?”
52 Sales Smarts Meet the new Norm—before your competitors do!
54 Market Trends Looking beyond the November elections: more of the same?
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56 It’s Closing T