by Annette Franz | Sep 9, 2020 | customer experience, customer loyalty, customer retention, loyalty, marketing, Uncategorized
Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions...
by Annette Franz | Jan 15, 2020 | culture, customer experience, customer retention, customer understanding, customer-centric, customer-centric culture, employee experience, Uncategorized
One of my proudest accomplishments of 2019 (or ever) is writing and publishing my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). It was something I’d been wanting to do...
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 | May 9, 2018 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of QuadientWhere does your company put a greater focus, on acquiring new customers or on retaining existing customers?It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition...
by Annette Franz | Jan 19, 2016 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of PixabayThe old acquisition vs. retention challenge is alive and well!The perils of focusing on customer acquisition and sales over the customer experience and retention can be summed up nicely with this: “As fast as you’re bringing...
by Annette Franz | Nov 27, 2015 | customer experience, customer retention, employee experience, employee retention, gratitude, thank you
Image courtesy of hellojenuineHow often do you say “thank you” to your customers? Yesterday, across the United States, individuals and families celebrated Thanksgiving and set aside some time to give thanks for all of the blessings in their lives.While...
