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 | Dec 9, 2019 | brand experience, candidate experience, culture, customer experience, employee experience, human experience, leadership, Uncategorized
Joakim Thorn, CEO of Effectly AB, and I co-wrote this article to highlight not only the importance of experience management but also why we produced Experia Summit, the first virtual summit dedicated to this topic. This was originally published on MyCustomer.com....
by Annette Franz | Jun 6, 2018 | customer experience, customer experience design, employee experience, human experience, humanity, leadership, truly human leadership
Image courtesy of PixabayNow there’s a crazy statement to make during a customer experience design session…”Imagine for a second that you’re a human… “Yikes!Unfortunately, more companies need to start thinking this way!Sadly, there...
by Annette Franz | May 15, 2015 | customer experience, human experience, humanity
Image courtesy of PixabayHave you ever had an idea that needs a little boost to get to fruition? Every once in a while, I get some random thoughts and ideas or some things that I question or ponder – and may not necessarily have enough content to write a full...
