by Annette Franz | Aug 5, 2020 | customer experience, customer understanding, CX vision, Uncategorized
I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020, as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series. Emotions play a huge role in the overall customer experience. Many would...
by Annette Franz | May 7, 2020 | customer experience, customer understanding, listening, metrics, Net Promoter Score, online reviews, Uncategorized
Today I’m pleased to share a guest post by Eric Melchor with ElevateMyCX. When most of us think of plagues or epidemics we think of victims who break out with red spots all over their bodies or egg-sized buboes that ooze pus and blood. But think about the...
by Annette Franz | Apr 21, 2020 | culture, customer effort, customer expectations, customer experience, customer experience design, customer experience journey, customer understanding, customer-centric culture, employee engagement, employee experience, Uncategorized
I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway. There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is...
by Annette Franz | Jan 22, 2020 | customer experience, customer experience design, customer understanding, digital, Uncategorized
You keep reading and writing and saying “digital transformation.” Do you know what that means? In September 2019, I did a keynote titled “Marketing in the Era of Customer Experience” for an American Marketing Association (AMA) event. In that...
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 | Dec 31, 2019 | culture, customer experience, customer journey, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, journey map, journey mapping, Uncategorized
I started the CX Journey™ blog in 2011, with a nervous twitch and an intense curiosity about who on earth would ever read what I write?! I’m thankful for you, my readers, this year and every year, as your curiosity and continued readership has kept my writing...
