by Annette Franz | Jan 30, 2014 | advertising, brand, culture, customer experience, marketing
Do you know what great brands do? I first met Denise Lee Yohn in person when she spoke at the inaugural CXPA SoCal Local Networking Event in the fall of 2012. She spoke about good brands and great brands, and likened the difference between the two to the difference...
by Annette Franz | Jan 3, 2014 | brand, customer experience, employee experience, leadership
Image courtesy of PixabayYou know you’re just as excited about diving in to all the good things 2014 has to offer as I am. Right? I think it’ll be a year where we’ll see major improvements in the customer experience. What?I’m an optimist!...
by Annette Franz | Nov 26, 2013 | big data, brand, customer experience, digital, marketing
Image courtesy of PixabayCan you believe how quickly this year has gone by? And that it’s time to start thinking about what the focus will be in 2014?The crazy thing is, as I look back at what I proposed as challenges for 2013, I wonder how many of them have...
by Annette Franz | Aug 15, 2013 | brand, customer experience, employee engagement, profitability
How engaged are your employees? Do you have a way to accurately measure their engagement levels? How do you create a culture of “living the brand” that leads to engaged employees and customers as well as financial rewards for the business?Are you nodding...
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 | Jul 23, 2013 | brand, customer experience, franchise, license, retail
Image courtesy of Pixabay Last Tuesday, I wrote about my love for Starbucks while yearning for a consistent experience from store to store. Today, I drill down a bit into the root cause of these inconsistencies. First a quick update: Despite the many tweets and shares...
