by Annette Franz | Feb 24, 2015 | customer effort, customer experience, employee experience
Image courtesy of PixabayWhich is more important: the last mile or the extra mile?A couple months ago, I wrote about first and last impressions, posing a similar question there: which is more important? Today I’m wondering about the last mile and the extra...
by Annette Franz | Jan 23, 2015 | customer effort, customer experience, customer service, process improvement
Image courtesy of PixabayI originally wrote today’s post for Intradiem on September 25, 2014.Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are?There’s a marketing maxim that...
by Annette Franz | Jul 1, 2014 | banking, customer effort, customer experience
Image courtesy of PixabayDo you have a safety net in place for your customers? Or can they unintentionally hurt themselves?I had an interaction with my bank recently that got me thinking about a lot of things, not the least of which was, “Why is the banking...
by Annette Franz | Dec 24, 2013 | apology, communication, customer effort, customer experience, customer service, service recovery
Image courtesy of JeepersMediaAre you one of the 40 million people affected by the recent Target data hack?If so, then you know exactly what I mean when I say that Target failed with its post-incidence communication.On December 19, the world found out through the...
by Annette Franz | Nov 13, 2013 | customer effort, customer experience, customer service
Image courtesy of PixabayThis post was originally published on October 7, 2013, on Customer Management IQ.When your employees deliver a great experience, is it a fluke, or is it a way of doing business?I’ve written a lot about what makes a great customer...
by Annette Franz | Jun 21, 2013 | customer effort, customer experience, process improvement, voice of customer
The most important component of customer experience management is understanding the experience from the customer’s point of view.What does that have to do with a picture of my foot (to the left)? Read on to find out! I had foot surgery three weeks ago, and for...
