by Annette Franz | Oct 20, 2015 | customer effort, customer experience, employee effort, employee experience
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on April 23, 2015. There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization,...
by Annette Franz | Jul 21, 2015 | customer effort, employee engagement, employee experience, productivity
I originally wrote today’s post for Intradiem. It appeared on their blog on February 19, 2015.Is this the secret to employee engagement?I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the...
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...
