by Annette Franz | Sep 4, 2019 | customer experience lifecycle, customer journey, journey map, journey mapping, moment of truth, service blueprint, touchpoint mapping, touchpoints
Today’s post in an excerpt from my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The book is available on Amazon as of this morning! Transforming the customer...
by Annette Franz | Jun 20, 2017 | customer experience, customer experience lifecycle, personas, understanding
Image courtesy of PixabayI originally wrote today’s post for Clicktools. It was published on their blog on September 28, 2016.In this first part of a two-part series, I’ll outline some important ways to ensure that your company is putting the customer at...
by Annette Franz | Dec 4, 2014 | customer experience, customer experience journey, customer experience lifecycle, customer service
Image courtesy of UnsplashWhich is most important: the first impression or the last impression?As you think about the customer experience, which impression is most impactful, the first one or the last one? Which one is the lasting impression?Let’s think for a...
by Annette Franz | Oct 7, 2014 | customer experience lifecycle, journey map, personas, voc, voice of customer
Image courtesy of UnsplashDesigning a VoC program can be daunting. Where do you begin? If you’re new to designing and implementing a VoC program, you’re probably scratching your head and wondering where to begin. There are a lot of components to consider...
by Annette Franz | Sep 23, 2014 | customer experience, customer experience lifecycle, journey map
Image courtesy of UnsplashToday’s post is inspired by a couple of different conversations that happened over the past week or so. What’s the difference between a customer experience lifecycle map and a customer journey map? I thought it was...
by Annette Franz | Sep 4, 2012 | branding, communication, customer experience, customer experience lifecycle, marketing
In your CX journey, have you given much thought to the customer lifecycle? When does it actually begin? Do you think the relationship between customer and company begins when a customer makes a purchase?This is an important consideration. You must understand...
