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 | Jun 27, 2019 | B2B, customer expectations, customer experience, customer satisfaction, cxjourney, quality, Uncategorized, user experience
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. While customer service has always been a vital part of what people do and how they do it, customer experience (CX) goes much deeper than just service now. CX encompasses the way the user...
by Annette Franz | Mar 24, 2016 | customer effort, customer satisfaction, metrics, Net Promoter Score, surveys
Image courtesy of avreneToday I’m pleased to share a guest post by Adam Rogers at Kayako.There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are?When measuring...
by Annette Franz | Aug 8, 2013 | customer experience, customer loyalty, customer satisfaction, customer service
Today I’m pleased to share another guest post by Micah Solomon.To build customer loyalty, start by making a decision: Are you willing to put the customer at the center of everything you do: at the center of your company or department, your daily routines, the...
by Annette Franz | Apr 25, 2013 | customer experience, customer focus, customer satisfaction, customer service, customer-centric culture
Sam Walton once said, “There is one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”It is this premise that Chuck Wall personifies in his new book, Customer CEO: How to...
by Annette Franz | Mar 26, 2013 | apostle model, customer experience, customer satisfaction, metrics, segments
I started my CEM Toolbox series back in January and haven’t kept up with it at all. There have just been so many great things to write about since then. I’ll strive to get back to it, and if you have any suggestions for the Toolbox, I’m all ears!Last...
