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 | Dec 9, 2019 | brand experience, candidate experience, culture, customer experience, employee experience, human experience, leadership, Uncategorized
Joakim Thorn, CEO of Effectly AB, and I co-wrote this article to highlight not only the importance of experience management but also why we produced Experia Summit, the first virtual summit dedicated to this topic. This was originally published on MyCustomer.com....
by Annette Franz | Nov 4, 2014 | brand, brand experience, corporate social responsibility, customer experience
Image courtesy of Pixabay Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands...
by Annette Franz | Jul 26, 2013 | brand, brand experience, customer experience
This is the final installment of my thoughts on the Starbucks experience and the issues that are leading to inconsistencies from store to store. As I mentioned in my previous post, I believe the inconsistencies stem from licensing the brand and losing control of the...
by Annette Franz | Jan 31, 2013 | airlines, brand, brand experience, branding, customer experience
Image courtesy of PixabayIf you’ve been following my blog the last week or so, you’ll know that I wrote a post about the American Airlines rebrand last week and followed it up with a post on Tuesday about my exchange with their Social Media Team.In...
by Annette Franz | Jan 29, 2013 | airlines, brand, brand experience, branding, customer experience
Image courtesy of Pixabay After a Twitter exchange with, and an email from, American Airlines, I still feel like their rebranding, er, modernization, is lipstick on a pig. I wrote a blog post last week about my thoughts on the American Airlines rebranding, which...
