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...
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...
