by Annette Franz | Jul 14, 2021 | brand expectations, brand experience, candidate experience, customer expectations, customer experience, employee expectations, employee experience, guest experience, human experience, member experience, partner experience, Uncategorized, user experience
A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. I wrote: Expectations – Performance =...
by Annette Franz | Apr 30, 2013 | customer experience, customer service, customer-centric culture, guest experience, hospitality
Today I am pleased to present another guest post by Sarah Simon. After a restful night’s stay at the TownePlace Suites in Plano Texas, I headed downstairs to drop my key and have a quick breakfast. At the end of the hallway by the lobby stood a smiling, laughing man,...
