by Annette Franz | Mar 7, 2019 | customer experience, customer service, omnichannel, self-service
Image courtesy of PixabayToday I’m pleased to share a guest post by Neetha Edwin with Freshworks.Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer experience as...
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 | Apr 12, 2016 | customer effort, customer experience, omnichannel, partner experience
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It was published on their blog on November 18, 2015. Are you considering all of your channels when you think about the omnichannel experience?A couple months ago, I wrote about...
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 | Nov 27, 2013 | customer experience, customer service, omnichannel
How well does your organization execute the omnichannel customer experience? Is there awareness around it? Is it a priority?If you answered “No,” it’s time to rethink this. As I noted in a post from this summer: You must protect [your brand] at all...
