by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
by Annette Franz | Sep 4, 2019 | customer experience lifecycle, customer journey, journey map, journey mapping, moment of truth, service blueprint, touchpoint mapping, touchpoints
Today’s post in an excerpt from my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The book is available on Amazon as of this morning! Transforming the customer...
by Annette Franz | Mar 15, 2016 | customer experience, customer experience design, moment of truth
What are the Four Moments of Truth? And do they fit into experience design?Last year, I wrote about moments of truth, defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and...
by Annette Franz | Nov 12, 2015 | customer experience, insights, moment of truth
Today I’m pleased to share a guest post by Paul Laughlin.Legoland, home to the legendary construction toy, never struck me as a conference venue. But it works well. Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW) here, thanks to Rant &...
by Annette Franz | Aug 18, 2015 | customer experience, cxjourney, moment of truth, touchpoints
Image courtesy of PixabayDo you know the moments of truth for various tasks customers attempt to achieve with your organization?Before you can know or identify your moments of truth, you must first know what that means.So, like I usually like to do, I’ll start...
