by Annette Franz | Mar 5, 2019 | customer experience, customer loyalty, loyalty, raving fans
Image courtesy of Pixabay The ultimate fan is an immortal fan! This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great speakers sharing...
by Annette Franz | Sep 29, 2015 | customer experience, employee experience, innovation, journey map, raving fans, voice of customer, voice of employee
Image courtesy of Leah M. BerryAre you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them?I was thrilled to be interviewed by Leah Berry and to a be part of...
by Annette Franz | Jul 30, 2015 | customer experience, raving fans
Image courtesy of PixabayI originally wrote today’s post for DuSentio; it appeared on their blog on March 23, 2015.I won’t take the sports analogy very far, but what is the CX end game? Why should companies be focusing on customer experience?That seems...
by Annette Franz | Apr 28, 2015 | customer experience, metrics, raving fans, ROI, voice of customer
Image courtesy of PixabayI originally wrote today’s post for Confirmit in September 2014. This is a modified version of that post.Not all returns from your customer experience investments are financial. Will that scare your executives?One of the...
by Annette Franz | Apr 9, 2015 | acquisition, customer experience, customer loyalty, customer retention, raving fans
Image courtesy of PixabayAre your customers raving fans or fairweather fans?Given that it’s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys’ 23rd annual Sports Fan Loyalty survey results a...
by Annette Franz | Feb 4, 2014 | raving fans, voice of customer
Image courtesy of PixabayDoes your company have a 12th man advantage? On the heels of Super Bowl XLVIII, I think we’re all now familiar with the term “12th Man.” In case you unplugged or tuned out for the last 72 hours, here’s how it’s...
