by Annette Franz | Jun 11, 2025 | brand expectations, brand promise, culture, customer expectations, employee expectations, leadership, trust, Uncategorized
A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to...
by Annette Franz | May 28, 2025 | brand, brand promise, culture, customer experience, customer experience design, employee experience, franchise, license, Uncategorized
When we talk about experience management, the conversation tends to revolve around customers and employees – and rightly so. But there’s another group that’s often overlooked, yet deeply influential in shaping the customer experience and upholding your brand’s...
by Annette Franz | Jan 15, 2025 | brand promise, customer expectations, customer experience, customer experience design, employee experience, personalization, Uncategorized
Customers’ expectations for the experience with your brand are high – and constantly evolving. In today’s competitive business landscape, brands are always seeking innovative ways to enhance engagement and build stronger connections with their customers. A...
by Annette Franz | Mar 1, 2023 | brand promise, communication, core values, culture, customer experience, customer-centric culture, employees, empower employees, frontline employees, journey mapping, personas, service blueprint, Uncategorized, vision, voice of customer
Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost 10 years later, I’m updating that and adding a couple more things. How do you ensure that your employees have a clear line of sight...
by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
by Annette Franz | May 19, 2020 | alignment, brand promise, commitment, customer experience, CX strategy, employee experience, journey map, journey mapping, strategy, Uncategorized
This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...
