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...
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 | Aug 22, 2014 | customer experience, customer service, empathy, innovation, proactive service
Image courtesy of PixabayI originally wrote this post as a two-part series for InsideCXM in February 2014.A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It...
by Annette Franz | May 1, 2014 | customer experience, empathy, journey map
Image courtesy of PixabayGot empathy? There’s been a lot of talk this year about empathy and the customer experience; Bruce Temkin even advocates for making 2014 the Year of Empathy.What’s empathy?Merriam-Webster defines empathy as: the feeling that you...
