S1Ep241 Customer Experience Franchise Growth with Scott Ball

Customer experience franchise growth has become the difference-maker for brands that aim to scale in today’s competitive market. It’s no longer enough to have a recognizable logo or a trendy product. Brands that grow—and stay relevant—are the ones that build a following through memorable, customizable customer experiences. At the center of this movement is FiiZ Drinks, a soda-centric franchise that’s making waves by bringing back nostalgia and wrapping it in a modern, crave-worthy experience.

With more than 25 years in franchising and hospitality, Scott Ball brings deep industry insight to his role as President of FiiZ Drinks. His background includes leadership positions with Dunkin’, Arby’s, and TJ Cinnamons, giving him a seasoned perspective on what it takes to scale a brand and support franchisees effectively. But his work with FiiZ isn’t about following an old playbook—it’s about writing a new one centered around customer experience franchise growth.

FiiZ Drinks is not just another beverage brand. The experience is what makes it different. From fully customizable soda combinations to nostalgic aesthetics and a fast-casual service model that caters to drive-thru convenience, the brand has tapped into a unique emotional space. The concept blends the energy of a retro soda shop with the variety and speed demanded by modern consumers. It's not just about buying a drink—it's about owning the experience.

That experience starts with personalization. With thousands of drink combinations available—including soda, frozen beverages, flavored waters, and sugar-free options—customers create something that feels uniquely theirs. This level of customization fuels engagement, drives frequency, and creates endless shareable moments on social media. For younger demographics in particular, FiiZ has become a place to connect, express, and indulge. And with vibrant store designs and upbeat service, it’s no surprise the brand is building community hubs, not just retail locations.

At the business level, customer experience franchise growth is what’s powering FiiZ’s national expansion. Since early 2024, the brand has signed over 130 new franchise units, extending its footprint from Utah and the Mountain West into the Midwest, Southeast, and even Canada. But FiiZ isn't just handing out franchise agreements—they’re selecting partners with passion, operational experience, and the resources to scale in new markets. Each franchisee is trained not just on operations, but on the culture and community-building that drive customer loyalty.

Scott Ball is clear: growth without operational support doesn’t last. That’s why FiiZ invests in product innovation, LTOs (limited-time offers), regional marketing support, and national brand-building partnerships with beverage giants like Pepsi, Coca-Cola, and Dr Pepper. This collaboration enables FiiZ to move fast, stay relevant, and deliver experiences customers can’t find anywhere else. And in markets unfamiliar with “dirty soda” culture, they lead with education, sampling, and local connection—fundamentals of franchise growth rooted in experience.

A big part of the brand’s strategy is flexibility in its real estate model. While 85% of FiiZ sales currently come through drive-thru locations, the company is expanding into malls, campuses, and non-traditional spaces. The goal is to meet customers where they are, not force them into a singular format. That adaptability strengthens the brand’s scalability—an essential part of any franchise growth strategy.

Customer experience franchise growth isn’t just a buzz phrase—it’s a measurable, operational commitment. FiiZ Drinks is showing how a tight focus on delighting guests, building local community ties, and supporting franchisees with real systems leads to momentum that sustains. As competition increases and consumer expectations continue to evolve, brands that lead with experience will be the ones that thrive.

For franchise leaders, entrepreneurs, or investors looking at the next big opportunity in food and beverage, FiiZ represents a growing category with staying power. It’s not just about the drinks. It’s about culture, customization, and community—served daily.

Watch the full interview on YouTube.

Don’t miss future conversations that help you drive results, expand your influence, and sharpen your business edge. Join Fordify LIVE! every Wednesday at 11AM Central on your favorite social platforms and catch The Business Growth Show Podcast every Thursday for a weekly dose of business growth wisdom.

About Scott Ball
Scott Ball is the President of FiiZ Drinks, a rapidly expanding beverage franchise known for its customizable drink experience and nostalgic-meets-modern brand approach. With over 25 years of leadership experience in the hospitality and franchising industry, Scott has held key roles at major brands including Dunkin’, Arby’s, and TJ Cinnamons. He brings a deep understanding of operational excellence, brand growth, and franchise development to his role at FiiZ. Under his leadership, the company is expanding nationally and internationally, with a sharp focus on customer experience and strategic franchise partnerships.

For more information, visit fiizdrinks.com.

About Ford Saeks
Ford Saeks is a Business Growth Accelerator with a proven track record of generating over a billion dollars in sales for businesses ranging from startups to Fortune 500s. As President and CEO of Prime Concepts Group, Inc., he helps organizations increase customer loyalty, boost brand visibility, and spark innovation that drives measurable growth. With more than two decades of entrepreneurial success, Ford has founded over ten companies, authored five business books, earned three U.S. patents, and received numerous industry accolades.

Widely recognized for his expertise in AI prompt engineering, Ford trains teams to use AI tools to create high-impact content that delivers results. He recently shared these insights at the “Unleash AI for Business Summit,” where he spoke on how ChatGPT is transforming marketing, operations, and customer experience.

To explore more about Ford and his work, visit ProfitRichResults.com and catch his business show at Fordify.tv.