by Annette Franz | May 27, 2015 | brand promise, coaching, customer experience, employee experience, journey map, leadership, training, values, vision
Image courtesy of PixabayHow do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same...
by Annette Franz | Jul 22, 2014 | brand promise, customer experience, guarantee, trust
Image courtesy of PixabayShould companies offer guarantees for their products and services? Or is the better question, why don’t they?I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as...
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...
by Annette Franz | May 25, 2012 | brand, brand expectations, brand insistence, brand promise, customer experience
Several months ago, I wrote about Delivering the Ultimate Customer Experience. I noted that three of the traits of the ultimate experience are that they are personal, memorable, and consistent. Today’s post is on what it means to be memorable.In a sea of...
by Annette Franz | May 22, 2012 | brand, brand expectations, brand promise, communication, culture, customer experience, customer satisfaction, customer service, customer-centric culture, empower employees, hospitality, yes
There’s a lot of talk about going the extra mile to keep customers happy. But is there a point where the extra mile is going too far? Is there ever a point where you should just say “No?” Lucky for you, I watch, er, I mean, my kids watch SpongeBob,...
