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...
by Annette Franz | May 8, 2019 | customer experience, customer loyalty, employee experience, employee loyalty, growth, leadership, loyalty, profitability, service profit chain
I originally wrote today’s post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people – employees first, then customers – the numbers will come. This is a tough concept for a lot of executives to...
by Annette Franz | Mar 5, 2019 | customer experience, customer loyalty, loyalty, raving fans
Image courtesy of Pixabay The ultimate fan is an immortal fan! This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great speakers sharing...
by Annette Franz | Sep 5, 2018 | brand, branding, customer experience, loyalty, marketing
Today I’m pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what...
by Annette Franz | May 9, 2018 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of QuadientWhere does your company put a greater focus, on acquiring new customers or on retaining existing customers?It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition...
