by Annette Franz | Jun 27, 2019 | B2B, customer expectations, customer experience, customer satisfaction, cxjourney, quality, Uncategorized, user experience
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. While customer service has always been a vital part of what people do and how they do it, customer experience (CX) goes much deeper than just service now. CX encompasses the way the user...
by Annette Franz | Feb 22, 2017 | B2B, customer experience
Image courtesy of PixabayAre you challenged at developing lasting relationships with your customers?I was recently sent a copy of KPMG Nunwood’s report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets,...
by Annette Franz | Feb 23, 2016 | B2B, customer experience
Image courtesy of PixabayAre you a B2B company struggling with customer experience challenges?When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few...
by Annette Franz | Jan 27, 2015 | B2B, B2B2C, B2C, customer experience, partner experience, voice of customer, voice of partner
Image courtesy of PixabayToday’s post is a modified version of a post I originally wrote for Confirmit in September 2014.We often hear customer experience professionals talk about the fact that there’s a great emphasis to – and a greater return if we...
by Annette Franz | Dec 11, 2014 | B2B, metrics, voice of customer
Image courtesy of PixabayToday I’m pleased to present a guest post by Sabrina Bozek.It was a dark and stormy surveyWith questions to weighLike “Recommend Me?” and “¿Por qué?”Anonymity not a card you can play. But before the clouds roll in,Prepare your ship for...
by Annette Franz | Jan 14, 2014 | B2B, customer experience
If you work for a B2B company, is customer experience still an important focus?Yes, without a doubt! That question should never cross your lips! A customer experience management (CEM) strategy for B2B will be different from that for B2C, but it is, nonetheless,...
