Customer loyalty is the bedrock of a successful franchise organization. For any franchisee looking to build a successful business, there are a number of franchises to aspire to, primarily Ace Hardware.
While the hardware franchise industry has moved towards enormous stores and massive discounts, won their category in the Brand Keys Loyalty Index.
But how does a hardware franchise build loyalty? By engaging in the community, according to Rich Neal, Ace's One-to-One Manager and overseer of Ace Rewards.
"Our owners are really embedded in their communities -- they sponsor Little League teams, they belong to local Chambers of Commerce, and they know their stuff. Customers know that."
It might seem trite or obvious, but as Ace has proven, a franchise must not be simply a branch of a national organization. It must also have strong roots to the community. Such bonds will bring customers back again and again.