by Annette Franz | Sep 1, 2021 | customer experience, customer experience design, design thinking, personas, product design, Uncategorized
A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a...
by Annette Franz | Feb 7, 2019 | customer experience, customer experience design, personas
Image courtesy of PixabayToday I’m pleased to share a guest post by Stacy Sherman. This post originally appeared on the DoingCXRight blog on July 10, 2018.Whether you’re new to CX or looking to expand your current knowledge, it is important to learn about...
by Annette Franz | Feb 9, 2016 | customer experience, marketing, personas
Are you using personas to help your organization better understand your customers? I’ve written several posts – and shared one guest post – about the importance and the purpose of personas as part of your overall customer experience management...
by Annette Franz | Dec 10, 2015 | customer experience, data, personas
Today I’m pleased to share a guest post by Raviv Turner. When it comes down to it, how well do you truly understand your customer base? Do you understand their motivation, lifestyle, and other attributes that affect their spending habits? Understanding what...
by Annette Franz | Jun 8, 2022 | culture, customer experience, customer service, customer-centric culture, Uncategorized
I originally wrote today’s blog for Zendesk. It appeared on their site on November 29, 2021. Customer service is a vital part of not only the customer experience but also the success of a business. It doesn’t matter through which channel customers ask for help,...
