by Annette Franz | Jul 29, 2026 | customer experience, customer experience design, data, emotions, personalization, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on March 31, 2025. What if the key to customer loyalty isn’t faster shipping or flashier ads but a cleverly timed stroll down memory lane? A new wave in customer experience (CX) is gaining...
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 | Oct 1, 2025 | customer experience, customer experience design, customer experience lifecycle, marketing, sales, Uncategorized
Meet the Man in the Chair. He’s not your customer. He may not even know you exist. But he has a need, a problem to solve. And in that moment – before he’s clicked on your ad, visited your site, or called your sales team – his customer lifecycle has already...
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 18, 2025 | artificial intelligence, culture, customer experience, customer experience design, customer-centric culture, employee experience, leadership, technology, Uncategorized
A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership, including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address...
by Annette Franz | May 28, 2025 | brand, brand promise, culture, customer experience, customer experience design, employee experience, franchise, license, Uncategorized
When we talk about experience management, the conversation tends to revolve around customers and employees – and rightly so. But there’s another group that’s often overlooked, yet deeply influential in shaping the customer experience and upholding your brand’s...
