by Annette Franz | Jul 11, 2019 | customer expectations, customer experience, customer experience design, customer experience journey, customer feedback, customer focus, customer loyalty, customer retention, customer satisfaction, customer-centric, Uncategorized
Today I’m pleased to share a guest post by Adrian Swinscoe. I believe that the customer experience (CX) space is becoming like prog rock in the 1970s, i.e., overly technical, too elaborate and complicated, inwardly focused, a little exclusive, and in danger of...
by Annette Franz | Jul 3, 2019 | budget, customer experience, customer experience design, customer experience journey, journey mapping, Uncategorized
Are you making this mistake when journey mapping? We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One map...
by Annette Franz | Jun 5, 2019 | customer experience, customer experience journey, cxjourney, Forbes, transformation
I originally wrote today’s post for Forbes. It appeared on the Forbes site on October 18, 2018. I’ve made some slight modifications since then, as it turned into a two-part series. The good news is that you’ve embarked on a customer experience...
by Annette Franz | Jan 30, 2019 | customer experience, customer experience journey, CX strategy, CX vision, cxjourney, employee experience, transformation
Do you know all of the building blocks of a customer experience transformation strategy? I’ve mentioned the CX Perception Gap before, right? You might know it as Bain’s Delivery Gap, which states findings from their 2005 research: 80% of executives believe...
by Annette Franz | Jun 13, 2018 | culture, customer experience, customer experience journey, CX strategy, cxjourney, employee experience, transformation
Image courtesy of SaleMoveHow do you develop a customer experience strategy and roadmap?That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show.I enjoyed my...
by Annette Franz | Apr 25, 2018 | customer experience, customer experience design, customer experience journey, cxjourney, journey map, journey mapping
Image courtesy of Pixabay Today’s post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified. Customers are yearning for better experiences. But what are you doing to design a better experience?...
