by Annette Franz | Jan 14, 2026 | culture, customer expectations, customer experience, customer experience design, customer loyalty, loyalty, trust, Uncategorized
Loyalty isn’t what you thought it was Ten years ago, we often defined “customer loyalty” in terms of duration (how long someone’s been a customer) or likelihood (likelihood to repurchase, likelihood to recommend, maybe even likelihood to buy something new...
by Annette Franz | Dec 18, 2024 | customer experience, customer loyalty, emotions, loyalty, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on October 3, 2024. Loyalty. What’s emotion got to do with it? That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of...
by Annette Franz | Nov 13, 2024 | customer experience, customer loyalty, customer understanding, loyalty, omnichannel, personalization, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on July 8, 2024. Problem Statement: Loyalty, incentivized or otherwise, is harder to win than ever before, and in a competitive marketplace, more companies are looking to customer experience as...
by Annette Franz | Apr 24, 2024 | benchmarking, culture, customer experience, customer experience lifecycle, customer loyalty, customer-centric culture, loyalty, market research, marketing, Uncategorized
Marketing in the era of customer experience requires a shift in mindset from transactions to relationships. By placing the customer at the center of their strategies, businesses create memorable experiences that foster loyalty, advocacy, and sustainable growth. In an...
by Annette Franz | Jul 7, 2021 | brand, brand expectations, brand ownership, customer loyalty, employee expectations, employee experience, employee loyalty, loyalty, Uncategorized
What is a brand? And what does it mean to ride for the brand? Having grown up on a farm, I know brands and branding well. In farm and ranch life, a brand is an identifier for your livestock, a symbol imprinted on an animal’s skin/hide. (There are other forms...
by Annette Franz | Sep 9, 2020 | customer experience, customer loyalty, customer retention, loyalty, marketing, Uncategorized
Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions...
