by Annette Franz | Feb 9, 2022 | culture, customer experience, customer retention, customer-centric, customer-centric culture, employee experience, employee retention, growth, leadership, metrics, Uncategorized
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove...
by Annette Franz | Jan 26, 2022 | acquisition, customer experience, customer retention, marketing, Uncategorized
In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this...
by Annette Franz | Jan 19, 2022 | acquisition, customer experience, customer retention, marketing, Uncategorized
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on...
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...
