by Annette Franz | Nov 20, 2019 | customer experience, customer service, journey mapping
Understanding the difference between customer experience and customer service will save you money in your contact center! There’s a quote (which I may have evolved over the years) from Chris Zane, founder of Zane’s Cycles, that goes like this: “Customer service is...
by Annette Franz | Nov 13, 2019 | customer experience, customer experience design, customer focus, customer understanding, customer-centric, employee experience, innovation, Uncategorized
It’s not your father’s Comcast. It’s now your Comcast, the Comcast of the future. I was invited to participate in Comcast’s CX Innovation Day on Monday, November 4. The event’s purpose was to put a spotlight on CX innovation. It included...
by Annette Franz | Nov 6, 2019 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, employee loyalty, employee ownership, employee productivity, employee relationships, employee retention, employee satisfaction, employee-centric, employees, empower employees, Uncategorized, voice of employee
Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...
by Annette Franz | Oct 30, 2019 | customer understanding, journey map, journey mapping, keynote speaker, speakers, Uncategorized, understanding
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am sharing some of the content created by my fellow event speakers and offered on the CCW website. In today’s post, I’m sharing a few tidbits that Lemon...
by Annette Franz | Oct 23, 2019 | advertising, communications, customer experience, marketing, social media, Uncategorized
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. Videos become more popular each year, so you need a strong marketing campaign that includes this media type. However, if they don’t improve the customer experience (CX) in some way, then...
