by Annette Franz | Mar 30, 2022 | artificial intelligence, customer experience, empathy, technology, Uncategorized
Is it possible to put empathy into action? In short, the answer is, “Yes.” I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy In Action: How to Deliver Great Customer Experiences at Scale, which she co-wrote with Tony Bates, chairman and...
by Annette Franz | May 5, 2021 | customer experience, customer experience design, customer experience journey, empathy, empathy map, journey map, journey mapping, Uncategorized
Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to...
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...
