by Annette Franz | Jul 14, 2021 | brand expectations, brand experience, candidate experience, customer expectations, customer experience, employee expectations, employee experience, guest experience, human experience, member experience, partner experience, Uncategorized, user experience
A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. I wrote: Expectations – Performance =...
by Annette Franz | Jul 7, 2021 | brand, brand expectations, brand ownership, customer loyalty, employee expectations, employee experience, employee loyalty, loyalty, Uncategorized
What is a brand? And what does it mean to ride for the brand? Having grown up on a farm, I know brands and branding well. In farm and ranch life, a brand is an identifier for your livestock, a symbol imprinted on an animal’s skin/hide. (There are other forms...
by Annette Franz | Apr 5, 2016 | brand expectations, customer expectations, customer experience
How 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 expectations come from? There...
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...
