by Annette Franz | Mar 22, 2023 | communication, communications, customer expectations, customer experience, customer journey, journey map, journey mapping, Uncategorized
A couple weeks ago, I shared a story on LinkedIn about an experience I’d had at a follow-up doctor appointment. Check out the post and add your thoughts, but in short, I waited an hour to see the doctor, at which point I popped my head out of the room I was in...
by Annette Franz | Jul 1, 2020 | communications, customer experience, employee experience, journey mapping, leadership, Uncategorized
I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain...
by Annette Franz | Jun 24, 2020 | change, communication, communications, customer experience, employee experience, Uncategorized
I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then. Employee experience and customer experience are always important, but how brands...
by Annette Franz | Oct 23, 2019 | advertising, communications, customer experience, marketing, social media, Uncategorized
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. Videos become more popular each year, so you need a strong marketing campaign that includes this media type. However, if they don’t improve the customer experience (CX) in some way, then...
by Annette Franz | Jun 20, 2018 | communications, customer experience, journey mapping
Image courtesy of PixabayI originally wrote today’s post for Zingle. It appeared on their blog on January 16, 2018.Communication is important to any relationship, and it’s no less important in the relationships that businesses have with their customers....
by Annette Franz | Jan 24, 2017 | communications, customer experience, innovation, transformation
Image courtesy of GMC SoftwareWe can all use a little help when it comes to customer experience transformation initiatives.And that’s the reason GMC Software is planning for an exciting virtual event on February 7, 2017, dubbed CX Transformation Day. I’m...
