by Annette Franz | Aug 22, 2014 | customer experience, customer service, empathy, innovation, proactive service
Image courtesy of PixabayI originally wrote this post as a two-part series for InsideCXM in February 2014.A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It...
by Annette Franz | Feb 11, 2014 | customer experience, proactive service
Image courtesy of PixabayA couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It doesn’t hurt to be able to perceive those things that are not seen or...
by Annette Franz | May 15, 2012 | communication, customer effort, customer experience, customer service, loyalty, proactive service
Did you know… when customers cancel their subscriptions or their memberships, it’s not the end of your relationship with them? Clearly, it’s not a stage that you ever want to reach in the customer experience lifecycle, but if you do get there, it...
by Annette Franz | Apr 19, 2012 | customer effort, customer experience, customer loyalty, customer service, proactive service
A few weeks ago, I wrote a blog asking if proactive service was still a moment of truth. Today, I’ll answer that question with a few prime examples to show that it truly is. Proactive service done right is a delighter. It is an opportunity to build a stronger...
