by Annette Franz | Jul 7, 2016 | customer experience, customer service, decision making, emotions
Today I’m pleased to share a guest post by Vit Horky of Brand Embassy.Isn’t science awesome? As Bill Nye said, the great thing about it is that it’s true, whether you believe it or not. That’s why I’m so excited about the new research showing that our decisions...
by Annette Franz | Jun 1, 2016 | customer experience, emotions
Image courtesy of PixabayAre your customers emotional about your brand? your products?… or are they emotionally unavailable?Emotion is the big buzzword in customer experience right now; it’s all the rage. Here’s what some customer experience folks...
by Annette Franz | Oct 30, 2014 | customer experience, emotions, empathy, personas
Image courtesy of PixabayI originally wrote today’s blog for MindTouch; it appeared on their blog on June 2, 2014. Have you heard about Aristotle’s seven causes of human action?They are certainly an interesting study of customer understanding!A little...
by Annette Franz | Jul 12, 2013 | customer experience, emotions, nostalgia
Image courtesy of PixabayNothing is more synonymous with summer than ice cream! And that means ice cream trucks and that wonderful jingle that lets us know that the ice cream truck is on its way or has arrived. In the last week or so, in Long Beach, CA, residents...
by Annette Franz | May 14, 2013 | customer experience, CXPA, emotions
The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado.The next session I’ll be sharing is by Joe Wheeler, Executive Director of The Service Profit Chain Institute. I...
