by Annette Franz | Jul 14, 2021 | brand expectations, brand experience, candidate experience, customer expectations, customer experience, employee expectations, employee experience, guest experience, human experience, member experience, partner experience, Uncategorized, user experience
A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. I wrote: Expectations – Performance =...
by Annette Franz | May 26, 2016 | customer experience, design thinking, empathy, partner experience
Image courtesy of geralt/pixabayI originally wrote today’s post for Intradiem. It was published on their blog on December 17, 2015. How do you ensure that your partners are successful?Continuing on my April post about partners and their importance to your...
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 | Jan 27, 2015 | B2B, B2B2C, B2C, customer experience, partner experience, voice of customer, voice of partner
Image courtesy of PixabayToday’s post is a modified version of a post I originally wrote for Confirmit in September 2014.We often hear customer experience professionals talk about the fact that there’s a great emphasis to – and a greater return if we...
by Annette Franz | Aug 29, 2014 | customer experience, partner experience, voice of customer, voice of partner
The famed Capitol Peak Knife Edge Today I’m pleased to present a guest post from Sarah Simon.This post marks another installment in Sarah’s series on lessons from the high country.What the mountain teachesJust minutes out of camp, Jaimee and I are...
by Annette Franz | Feb 26, 2013 | customer effort, customer experience, customer service, partner experience
Image courtesy of PixabayI often write about customer experiences gone wrong – because it’s so easy and happens so often – but when things go right, I like to share the stories and give kudos, as well (like I did in a recent post about a furniture...
