by Annette Franz | Jul 29, 2026 | customer experience, customer experience design, data, emotions, personalization, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on March 31, 2025. What if the key to customer loyalty isn’t faster shipping or flashier ads but a cleverly timed stroll down memory lane? A new wave in customer experience (CX) is gaining...
by Annette Franz | Dec 18, 2024 | customer experience, customer loyalty, emotions, loyalty, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on October 3, 2024. Loyalty. What’s emotion got to do with it? That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of...
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...
