How Do You Exceed Customer Expectations and Drive Business Growth? | In The Now ft. John Hewitt

In this edition of "In the Now," David Reske interviews John Hewitt, a notable figure in the tax industry and a seasoned entrepreneur. Hewitt, who founded Jackson Hewitt and Liberty Tax Service, has significantly impacted the business world by helping over 5,000 people start their own businesses.
He also established Loyalty Brands and has expanded it to 12 brands within five years. Hewitt's approach challenges the myth that merely meeting customer expectations is the goal of a business; he advocates for exceeding them through proactive customer feedback and referral solicitation, despite employees generally not being adept at the latter.
Having experienced his 55th tax season, Hewitt emphasizes learning through making mistakes, observation, and testing. He values enhancing the customer experience to increase sensitivity and retention. Hewitt underscores the importance of competent employees over technology in delivering top-notch customer service. He discusses the franchise model's strength, since franchise owners care deeply about the success of their businesses.
Hewitt shares insights on exceeding customer expectations in franchises, maintaining quality and consistency, and the growth strategy for franchises. He tackles the complexity of managing Loyalty Brands across diverse markets by focusing on customer service fundamentals. He identifies the tax and pet industries as the fastest-growing business sectors, emphasizing the necessity of structure, systems, and the collective learning from everyone involved for scalable success.

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