by Annette Franz | Jan 11, 2018 | communication, customer experience, customer service, multichannel experience, omnichannel
Image courtesy of PixabayToday I’m pleased to share a guest post by Ford Blakely, founder and CEO of Zingle.According to Google, 98% of Americans switch between devices in the same day.Today’s savvy consumers have a variety of options when it comes to engaging...
by Annette Franz | Feb 25, 2016 | customer effort, customer experience, multichannel experience, omnichannel
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? It’s probably time to make that a priority, if it isn’t...
by Annette Franz | Apr 7, 2015 | customer experience, data, journey map, multichannel experience, omnichannel, voice of customer
Image courtesy of PixabayToday’s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? None? Don’t...
by Annette Franz | Jun 19, 2012 | airlines, customer effort, customer experience, customer service, multichannel experience, partner experience
Gone are the days of griping about baggage fees. The airlines have provided us with some new things to gripe about to forget those baggage fees! (You know the old saying… if you have a headache, smash your thumb with a hammer, and then you’ll forget all...
