by Annette Franz | Sep 20, 2023 | customer experience, customer experience design, customer experience journey, customer journey, journey mapping, journey orchestration, Uncategorized
Today’s post is the second in a two-part series by Ben Motteram, customer experience strategist and founder of consulting firm CXpert. (If you missed the first part, here’s the link.) I share this series because it covers a hot topic in customer experience...
by Annette Franz | Sep 13, 2023 | customer experience, customer experience design, customer journey, journey map, journey mapping, journey orchestration, Uncategorized
Today’s post is the first in a two-part series by Ben Motteram, customer experience strategist and founder of consulting firm CXpert. I share this post because it covers a hot topic in customer experience circles today: journey orchestration. Ben recently had a...
by Annette Franz | May 24, 2023 | customer experience, customer experience journey, customer journey, customer success, journey map, journey mapping, personas, sales, Uncategorized
This is the second of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
by Annette Franz | Apr 19, 2023 | customer experience, customer experience design, customer experience journey, customer experience lifecycle, customer understanding, journey map, journey mapping, Uncategorized
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. *** Several years ago, Esteban Kolsky did...
by Annette Franz | Mar 22, 2023 | communication, communications, customer expectations, customer experience, customer journey, journey map, journey mapping, Uncategorized
A couple weeks ago, I shared a story on LinkedIn about an experience I’d had at a follow-up doctor appointment. Check out the post and add your thoughts, but in short, I waited an hour to see the doctor, at which point I popped my head out of the room I was in...
by Annette Franz | Mar 1, 2023 | brand promise, communication, core values, culture, customer experience, customer-centric culture, employees, empower employees, frontline employees, journey mapping, personas, service blueprint, Uncategorized, vision, voice of customer
Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost 10 years later, I’m updating that and adding a couple more things. How do you ensure that your employees have a clear line of sight...
