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...
by Annette Franz | Jan 18, 2023 | big data, customer expectations, customer understanding, data, journey map, journey mapping, service blueprint, Uncategorized
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new ways to connect through organic, human-centered, creative content. The show features experts from both Concentrix...
by Annette Franz | Oct 26, 2022 | action, customer experience, customer experience design, employee experience, journey map, journey mapping, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on August 18, 2022. Journey mapping is one of the most powerful tools to help you understand the current customer experience and to design a new experience. But I always like to say, “Know the...
