by Annette Franz | Mar 31, 2021 | customer experience, Uncategorized
In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, “customer connections are essential,” stood out to me. The title of the chart is,...
by Annette Franz | Mar 24, 2021 | brand, core values, culture, customer expectations, customer experience, Uncategorized
I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. At this point, the key...
by Annette Franz | Mar 17, 2021 | customer experience, customer experience design, marketing, Uncategorized
I originally wrote today’s post for GetFeedback. It appeared on their site on July 25, 2020. What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely...
by Annette Franz | Mar 10, 2021 | customer experience, product design, product experience, teamwork, Uncategorized, user experience
I originally wrote today’s post for GetFeedback. It appeared on their site on July 19, 2020. Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned...
by Annette Franz | Mar 3, 2021 | customer experience, personalization, personalized, Uncategorized
I originally wrote today’s post for GetFeedback. It appeared on their site on March 1, 2020. According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. Well, here we are!...
by Annette Franz | Feb 24, 2021 | culture, customer experience, customer focus, customer-centric, customer-centric culture, Uncategorized
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer...
