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 | May 15, 2024 | customer experience, customer experience journey, customer experience lifecycle, frontline employees, Uncategorized
Did the title of this article surprise you? Well, it should. There are far too many people out there who believe that it’s a true statement, that the customer experience is only impacted and only happens (or is formed) at/with your frontline employees. This is...
by Annette Franz | Apr 24, 2024 | benchmarking, culture, customer experience, customer experience lifecycle, customer loyalty, customer-centric culture, loyalty, market research, marketing, Uncategorized
Marketing in the era of customer experience requires a shift in mindset from transactions to relationships. By placing the customer at the center of their strategies, businesses create memorable experiences that foster loyalty, advocacy, and sustainable growth. In an...
by Annette Franz | May 17, 2023 | customer experience, customer experience lifecycle, customer journey, customer success, journey, journey map, marketing, sales, Uncategorized
This is the first of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
by Annette Franz | Apr 19, 2023 | customer experience, customer experience design, customer experience journey, customer experience lifecycle, customer understanding, journey map, journey mapping, Uncategorized
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. *** Several years ago, Esteban Kolsky did...
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...
