by Annette Franz | Aug 12, 2026 | customer experience, customer loyalty, customer retention, employee experience, employee loyalty, employee retention, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on December 4, 2025. Most organizations talk a good game about loyalty but miss the moment of truth: what happens when someone walks away. Whether it’s a customer canceling a contract or a valued...
by Annette Franz | Jan 14, 2026 | culture, customer expectations, customer experience, customer experience design, customer loyalty, loyalty, trust, Uncategorized
Loyalty isn’t what you thought it was Ten years ago, we often defined “customer loyalty” in terms of duration (how long someone’s been a customer) or likelihood (likelihood to repurchase, likelihood to recommend, maybe even likelihood to buy something new...
by Annette Franz | Apr 9, 2025 | customer engagement, customer expectations, customer experience, customer experience design, customer loyalty, customer relationships, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on January 29, 2025. In today’s business environment, not all customers are created equal – nor should they be treated as such. While every customer contributes to a brand’s success in some...
by Annette Franz | Dec 18, 2024 | customer experience, customer loyalty, emotions, loyalty, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on October 3, 2024. Loyalty. What’s emotion got to do with it? That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of...
by Annette Franz | Nov 13, 2024 | customer experience, customer loyalty, customer understanding, loyalty, omnichannel, personalization, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on July 8, 2024. Problem Statement: Loyalty, incentivized or otherwise, is harder to win than ever before, and in a competitive marketplace, more companies are looking to customer experience as...
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...
