by Annette Franz | Sep 2, 2025 | brand, culture, customer experience, customer understanding, data, employee experience, employee understanding, Uncategorized
(Enjoy reading my 1,000th blog post!) A brand refresh is not about swapping out logos, updating colors, or chasing design trends. At its core, a refresh must honor the strategic heartbeat of your business: culture, experience, and authenticity. Those truths haven’t...
by Annette Franz | Jan 15, 2025 | brand promise, customer expectations, customer experience, customer experience design, employee experience, personalization, Uncategorized
Customers’ expectations for the experience with your brand are high – and constantly evolving. In today’s competitive business landscape, brands are always seeking innovative ways to enhance engagement and build stronger connections with their customers. A...
by Annette Franz | Dec 23, 2020 | core values, customer experience, trust, Uncategorized
How do you define customer trust? How do your customers define trust as it relates to your brand? I’ve written about trust a lot – oftentimes with regard to the employee experience and your culture. Occasionally I’ve written about trust and the...
by Annette Franz | Sep 9, 2014 | employee engagement, employee experience, leadership, trust
Image courtesy of PixabayHow is low trust impacting your organization? Your business results? I’ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust, Richard Fagerlin reached out to me about his book...
by Annette Franz | May 13, 2014 | culture, employee engagement, employee experience, leadership, trust
Image courtesy of PixabayWhat does a culture of distrust look like?I’ve written a lot about trust in my blog over the last several years, much of it devoted to how it relates to the customer experience and customer relationships; there have been a few posts...
