BUSINESS INTELLIGENCE FOR
GROWING
FRANCHISORS
Q4 | 2016
4 From the Editor’s Desk Disruptive innovation: threat or opportunity?
Leadership 6
10 CEO Profile: Mark Kartarik Managing by walking around – a lot! – at Sport Clips
12 CEO Profile: Mike Whalen From toy trains to a real empire at Heart of America Group
14 Feature: Anatomy of a Brand Oxi Fresh celebrates 10 years of growth and giving
Consumer Marketing 16
18 CMO Q&A Donna Josephson leads a cross-functional strategy at Fazoli’s
22 CMO Roundtable “How do you balance national brand campaigns
with local store marketing?”
24 Customer Service Do you have the nerve to post all your customer reviews?
26 Millennials Gen Z: Millennials are like soooo last generation!
Growing Your System 28
30 Feature: 2017 AFDR Annual Franchise Development Report
Highlights from our in-depth benchmarking survey of 167 brands
36 Feature: 18th Annual Leadership & Development Conference
Sales pros and CEOs gather in Atlanta to “Amplify” their growth
42 Feature: Mystery Shopping Results Learn how it’s done—and how to do better!
48 Feature: STAR Awards Recognizing the top performers in franchise development
54 Growth Strategies Going abroad? Be prepared to make some changes!
56 Supplier Spotlight Silvercrest Advertising’s LMap tool helps brands market locally
58 Challenge the Pros “How do you measure the ROI from your annual
franchise recruitment budget?”
59 Sales Smarts Evaluate your franchise opportunity as if you were buying it!
60 Market Trends Adjusting to disruption is not only possible—it’s necessary
62 International The latest trends in overseas expansion by country and region
64 It’s Closing Time Healthy tips for sales pros on how to manage burnout
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