by Annette Franz | Jul 28, 2021 | customer experience, marketing, personas, Uncategorized
Simon Sinek popularized the concept of finding your Why, which he defines as the purpose, cause, or belief that drives you. He states that the concept is “grounded in the tenets of the biology of human decision making.” Once you find your Why, you can live...
by Annette Franz | Jul 16, 2019 | analytics, customer experience, customer feedback, data, insights, journey mapping, personas
With whom and how do you socialize customer insights? You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer...
by Annette Franz | Feb 7, 2019 | customer experience, customer experience design, personas
Image courtesy of PixabayToday I’m pleased to share a guest post by Stacy Sherman. This post originally appeared on the DoingCXRight blog on July 10, 2018.Whether you’re new to CX or looking to expand your current knowledge, it is important to learn about...
by Annette Franz | Dec 6, 2018 | customer experience, cxjourney, journey mapping, listening, personas, understanding
Image courtesy of Shep Hyken/ABRLet’s put the “customer” into customer experience.What does that mean?If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the...
by Annette Franz | Oct 18, 2017 | brand promise, communication, customer experience, employee experience, personas, training, understanding, values, vision
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It was published on their blog on April 24, 2017. When you think of the phrase “inside out” relative to the customer experience, you probably cringe. This is not a...
by Annette Franz | Jun 20, 2017 | customer experience, customer experience lifecycle, personas, understanding
Image courtesy of PixabayI originally wrote today’s post for Clicktools. It was published on their blog on September 28, 2016.In this first part of a two-part series, I’ll outline some important ways to ensure that your company is putting the customer at...
