by Annette Franz | Jan 14, 2026 | culture, customer expectations, customer experience, customer experience design, customer loyalty, loyalty, trust, Uncategorized
Loyalty isn’t what you thought it was Ten years ago, we often defined “customer loyalty” in terms of duration (how long someone’s been a customer) or likelihood (likelihood to repurchase, likelihood to recommend, maybe even likelihood to buy something new...
by Annette Franz | Sep 4, 2025 | communication, customer effort, customer expectations, customer experience, customer experience design, customer service, Uncategorized
Back in 2012, I wrote about how companies make it unnecessarily difficult for customers to cancel subscriptions and memberships. Fast-forward more than a decade, and sadly, little has changed – despite proposed new laws requiring brands to make it easy. (Like...
by Annette Franz | Jun 11, 2025 | brand expectations, brand promise, culture, customer expectations, employee expectations, leadership, trust, Uncategorized
A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to...
by Annette Franz | Apr 9, 2025 | customer engagement, customer expectations, customer experience, customer experience design, customer loyalty, customer relationships, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 29, 2025. In today’s business environment, not all customers are created equal – nor should they be treated as such. While every customer contributes to a brand’s success in some...
by Annette Franz | Jan 15, 2025 | brand promise, customer expectations, customer experience, customer experience design, employee experience, personalization, Uncategorized
Customers’ expectations for the experience with your brand are high – and constantly evolving. In today’s competitive business landscape, brands are always seeking innovative ways to enhance engagement and build stronger connections with their customers. A...
by Annette Franz | Jul 10, 2024 | artificial intelligence, big data, customer expectations, customer experience, data, hyper-personalization, personalization, Uncategorized
I originally wrote today’s post for GetFeedback. This is an updated version of that article from March 2020. That article started with: According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they...
