by Annette Franz | Apr 5, 2016 | brand expectations, customer expectations, customer experience
Image courtesy of PinkMooseHow well do you know and understand your customers’ expectations?And why are they important?Merriam-Webster defines an expectation as a belief that something will happen or is likely to happen.But where do those beliefs, those...
by Annette Franz | Oct 2, 2014 | brand expectations, customer experience, voice of customer
Image courtesy of WikipediaHow does the Pygmalion Effect apply to customer experience? First of all, what is the Pygmalion Effect? According to Wikipedia, it is…… the phenomenon whereby the greater the expectation placed upon people, the better they...
by Annette Franz | Jan 21, 2014 | brand expectations, customer experience, trust
Image courtesy of PixabayI originally wrote this post for Shep Hyken’s blog on December 13, 2013. I’ve made some updates to the original.It was Mark Twain who said, “Action speaks louder than words but not nearly as often.” This has become my favorite...
by Annette Franz | Jul 17, 2012 | brand, brand expectations, consistency, customer experience, customer loyalty
I confess. I’m a Food Network junkie. It’s my go-to channel. My comfort food, so to speak. Quite literally.One of the shows that I’ve been watching religiously this season is The Next Food Network Star. The candidates have been awesome, and this...
by Annette Franz | Jun 5, 2012 | brand, brand expectations, brand promise, culture, customer experience, employee experience
Image courtesy of PixabayBack in March, I wrote a piece on change and on how I believed CEOs aren’t interested in change. Last week, I wrote about how CEOs are the brand champions and how the buck stops with them. I followed that up with a post asking...
by Annette Franz | May 29, 2012 | brand, brand expectations, brand promise, customer experience, employee engagement, employee experience, leadership
For the last couple of years, I’ve been fully engaged in the top social media platforms (Twitter, LinkedIn, Facebook, Google+), but recently I added Pinterest to my list of social media addictions. And I’ve become obsessed with infographics! As you can...
