---
title: "CMO Roundtable with Moran Family of Brands' Chief Marketing Officer, Amanda Maquet"
url: https://burnaze.com/article/1c1dd214-b2b1-40db-8e81-ac8abeb46e44
source: "Franchising.com"
original_url: https://www.franchising.com/articles/cmo_roundtable_with_moran_family_of_brands_chief_marketing_officer_amanda_m.html
author: "Franchise Update Media"
category: "Franchise Industry"
industry: "Franchise Industry"
topics: ["Marketing","People"]
published: 2024-08-19T07:00:00.000Z
modified: 2026-10-31T20:01:43.892Z
image: https://imgs.franchising.com/art/articles/8641_plate.jpg
---

# CMO Roundtable with Moran Family of Brands' Chief Marketing Officer, Amanda Maquet

**TL;DR:** Amanda Maquet, Chief Marketing Officer of Moran Family of Brands, discusses how the marketing team collaborates with other departments to elevate the guest experience. The team works closely with operations and customer service departments to provide comprehensive resources to franchisees and enhance customer experience.

*By Franchise Update Media, originally published in Franchising.com on 2024-08-19. [Read the original](https://www.franchising.com/articles/cmo_roundtable_with_moran_family_of_brands_chief_marketing_officer_amanda_m.html).*

## Story

"How does your marketing team work with other departments to elevate the guest experience?" **Amanda Maquet** *Marketing Director* Moran Family of Brands By collaborating closely with our operations and customer service departments, Moran Family of Brands’ marketing team is setting new standards in customer engagement and satisfaction. Our marketing team strives to offer comprehensive resources to empower franchisees and enhance the customer experience.

Whether through training, marketing initiatives and materials, or online review evaluation, we provide our franchisees with the tools to create a positive customer experience. Our operations department complements our efforts by reinforcing marketing messages and including the marketing team when necessary, creating a seamless partnership. We also provide our operations team with guidance on customer expectations and emerging market trends, allowing it to adapt processes and services as needed.

A cornerstone of our strategy is our aggressive approach to reputation management. Our marketing division maintains our positive online reputation by meticulously monitoring and addressing location reviews across multiple digital platforms. The initiative safeguards our brand’s digital footprint and serves as a critical feedback mechanism, enabling us to harness customer insights to improve our services.

Our partnership also extends to the field, where franchise business coaches use the marketing data we gather from reviews to help franchisees refine their approaches to customer service, focusing on creating positive interactions online and in person. Auto repair requires a high degree of technical knowledge, which most customers lack. By providing transparent, courteous, and informative service, shops can bridge the knowledge gap, demystify auto repair processes, and build a trusting relationship with their clientele.

Coaches are provided with these reputation performance metrics for each location they support. The data includes review ratings, sentiment analysis based on keywords, and the number of reviews over a designated period. We equip the coaches with detailed insights into interpreting this data, enabling them to incorporate these findings into their consultations with franchise operators.

While the coaches focus on creating positive customer interactions, our marketing team complements their efforts by enhancing our brand reputation. Working together enables us to create a cohesive strategy that sets a high standard of support in our industry.

## Entities

- Franchising.com (publication)
- Franchise Industry (sector)
- franchisee support (topic)
- marketing strategy (topic)
- guest experience (topic)
- Moran Family of Brands (company)
- reputation management (topic)

---
Originally reported by Franchise Update Media, Franchising.com (https://www.franchising.com/articles/cmo_roundtable_with_moran_family_of_brands_chief_marketing_officer_amanda_m.html). Summarized by Burnaze (https://burnaze.com/article/1c1dd214-b2b1-40db-8e81-ac8abeb46e44).