by Annette Franz | Aug 17, 2022 | customer experience design, customer feedback, customer understanding, customer-centric, customer-centric culture, feedback, listen, listening, product design, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2022. I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the...
by Annette Franz | Aug 3, 2022 | customer experience, customer experience design, customer experience journey, journey map, journey mapping, Uncategorized
I originally wrote this post for Wix Answers. It appeared on their site on February 21, 2022. I mentioned in my last post that customer service is not only an important part of the customer experience but also of the success of a business. Get it wrong and a lot of...
by Annette Franz | Jul 6, 2022 | commitment, culture, customer experience, customer experience design, customer-centric culture, Uncategorized
I originally wrote today’s post for Zendesk. It appeared on their site on March 7, 2022. If you’re not yet focusing on the customer experience with your organization, it’s time to get started! Not just started… but it’s time to kick it into high gear! Customer...
by Annette Franz | May 11, 2022 | co-creation, customer experience, customer experience design, design thinking, product design, Uncategorized
When I think of Honda, I think of the Helpful Honda commercials and the Random Acts of Helpfulness. I’m sure Honda is OK with me making that connection. So, it stuck with me – and I’ve been meaning to write about this since I saw it – when I...
by Annette Franz | Sep 1, 2021 | customer experience, customer experience design, design thinking, personas, product design, Uncategorized
A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a...
by Annette Franz | May 5, 2021 | customer experience, customer experience design, customer experience journey, empathy, empathy map, journey map, journey mapping, Uncategorized
Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to...
