---
title: "VIDEO: How Franchise Teams Work To Enhance the Customer Experience"
url: https://burnaze.com/article/a6749b05-5973-42ab-b403-9ac36e59b42e
source: "Franchising.com"
original_url: https://www.franchising.com/articles/20250819_video_how_franchise_teams_work_to_enhance_the_customer_experience.html
author: "Kevin Behan"
category: "Franchise Industry"
industry: "Franchise Industry"
topics: ["Operations"]
published: 2025-08-19T08:00:00.000Z
modified: 2026-10-31T18:06:50.281Z
image: https://imgs.franchising.com/art/articles/9786_plate.jpg
---

# VIDEO: How Franchise Teams Work To Enhance the Customer Experience

**TL;DR:** The Franchise Customer Experience Conference featured discussions on optimizing customer experience, with marketing and operations executives sharing their strategies. Franchise Update interviewed marketing executives from various brands about their approaches to enhancing customer experience.

*By Kevin Behan, originally published in Franchising.com on 2025-08-19. [Read the original](https://www.franchising.com/articles/20250819_video_how_franchise_teams_work_to_enhance_the_customer_experience.html).*

## Story

One of the primary themes of the most recent Franchise Customer Experience Conference (FCXC) in June was how franchises are optimizing the customer experience. The conference featured several leadership summits, workshops, and breakout sessions in which some of the top marketing and operations executives in franchising discussed their thoughts on how they are enhancing the customer experience with their respective brands. Franchise Update also interviewed several marketing and frandev marketing executives about how they work to create the best overall experience for their customers.

We asked them about how they coordinate strategies with their marketing teams and how they work with other departments in the organization to accomplish that goal. The marketing officials said they and their teams pay close attention to the ever-evolving customer journey by gauging their expectations and feedback. They also communicate with other departments and work very closely with operations to ensure they are carrying out plans to optimize the customer experience effectively.

In the latest “Marketing Minute” video, you’ll hear from: Valerie Eichorn, Franchise Development Marketing Manager, The Goddard School Dawn Perry, Chief Brand Officer, CertaPro Painters Stephanie Hill, Vice President of Marketing, MassageLuXe Cassie Gato, Vice President of Marketing, K9 Resorts Lisa Hake, Vice President of Marketing and Communications, Great Clips Marci Kleinsasser, Vice President, Marketing, Franchise Development, Home Franchise Concepts Hear directly from the franchise marketing executives in the video above.

## Entities

- Franchising.com (publication)
- marketing strategy (topic)
- customer experience (topic)
- franchise operations (topic)
- Kevin Behan (person)
- Operations (sector)
- Great Clips (company)
- MassageLuXe (company)
- K9 Resorts Luxury Pet Hotel (company)
- Home Franchise Concepts (company)
- Goddard School (company)
- CertaPro Painters (company)

---
Originally reported by Kevin Behan, Franchising.com (https://www.franchising.com/articles/20250819_video_how_franchise_teams_work_to_enhance_the_customer_experience.html). Summarized by Burnaze (https://burnaze.com/article/a6749b05-5973-42ab-b403-9ac36e59b42e).