by Annette Franz | Jul 27, 2022 | customer experience, customer service, journey map, journey mapping, Uncategorized
I originally wrote this post for Wix Answers. It appeared on their site on February 3, 2022. Customer service is not only an important part of the customer experience but also of the success of a business. Get it wrong and a lot of other pieces of the customer...
by Annette Franz | Jun 8, 2022 | culture, customer experience, customer service, customer-centric culture, Uncategorized
I originally wrote today’s blog for Zendesk. It appeared on their site on November 29, 2021. Customer service is a vital part of not only the customer experience but also the success of a business. It doesn’t matter through which channel customers ask for help,...
by Annette Franz | Dec 8, 2021 | artificial intelligence, automation, contact center, customer experience, customer service, employee experience, Uncategorized
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane, repetitive tasks, it takes them away from what’s...
by Annette Franz | Nov 17, 2021 | customer experience, customer service, Uncategorized
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Customer service is an important part of not only the customer experience but also the success of a business. Get it wrong and a lot of other pieces of the customer...
![Customer [insert term here]: What Do They All Mean?](https://cx-journey.com/wp-content/uploads/2021/01/business-5779840_640.jpg)
by Annette Franz | Jan 27, 2021 | account management, automation, customer experience, customer improvement, customer service, customer success, technology, Uncategorized
Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size,...
by Annette Franz | Dec 30, 2020 | customer experience, customer feedback, customer service, feedback, Uncategorized
What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he...
