by Annette Franz | May 5, 2020 | advertising, customer experience, empathy, marketing, Uncategorized
Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared again recently on social media. After re-reading that, it had...
by Annette Franz | May 26, 2016 | customer experience, design thinking, empathy, partner experience
Image courtesy of geralt/pixabayI originally wrote today’s post for Intradiem. It was published on their blog on December 17, 2015. How do you ensure that your partners are successful?Continuing on my April post about partners and their importance to your...
by Annette Franz | May 12, 2016 | customer experience, customer service, empathy
Do you know the difference between empathy and sympathy?And when to use one over the other? Have you been using the terms – and the feelings – correctly?There’s definitely a difference between the two, and I’ll provide examples to call out when...
by Annette Franz | Nov 24, 2015 | customer experience, customer service, empathy, employee experience, technology
Image courtesy of PixabayI originally wrote today’s post for Mattersight. It was published on their blog on May 29, 2015. Placing a call to customer support just got a little nicer and a little easier.Think about the last time you called a company’s...
by Annette Franz | Sep 17, 2015 | customer experience, empathy, empathy map
Image courtesy of InMomentToday I’m pleased to share a guest post by Brooke Cade of InMoment.With social media taking over, it is no surprise to see more companies turning toward these digital platforms to connect with customers. Today, successful businesses are...
by Annette Franz | Jun 19, 2015 | buy-in, customer experience, customer experience journey, CX strategy, empathy, journey map, training
Image courtesy of PixabayIs your entire company – executives and employees alike – aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer...
