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 | Feb 9, 2016 | customer experience, marketing, personas
Image courtesy of CannedTunaAre you using personas to help your organization better understand your customers?I’ve written several posts – and shared one guest post – about the importance and the purpose of personas as part of your overall customer...
by Annette Franz | Jun 16, 2015 | acquisition, advertising, customer experience, customer retention, marketing
Image courtesy of Dana LookadooWhen the going gets tough, does your company give up? Or does it get going?You’re a customer experience professional, right? Even if you’re not, I think you’ll appreciate this story/post.How much does the following...
by Annette Franz | Mar 3, 2015 | acquisition, advertising, customer experience, customer retention, marketing, value, voice of customer
Image courtesy of PixabayI have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your priorities?I recently wrote some posts...
by Annette Franz | Jan 29, 2015 | customer experience, marketing, price, value
Have you ever wondered why customers say they buy your products based on price – and then, in the end, they also stop buying because of price?What’s that phenomenon all about?In a nutshell, the answer lies in the value received (a) for the price paid and...
by Annette Franz | Dec 23, 2014 | customer experience, employee experience, marketing, storytelling, training
Image courtesy of PixabayAre you telling stories to engage your audience?Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition.Walking through the exhibit, you see that each artifact has a...
