by Annette Franz | May 24, 2023 | customer experience, customer experience journey, customer journey, customer success, journey map, journey mapping, personas, sales, Uncategorized
This is the second of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
by Annette Franz | May 17, 2023 | customer experience, customer experience lifecycle, customer journey, customer success, journey, journey map, marketing, sales, Uncategorized
This is the first of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
by Annette Franz | Jun 30, 2021 | customer experience, customer-centric, sales, Uncategorized
There’s a difference? Yes, there is. I’ve been involved in a few conversations lately where it was quite obvious that what these folks were talking about clearly described sales-driven and sales-centric organizations, but not all parties to the...
by Annette Franz | Jun 19, 2014 | customer experience, sales
Today I’m pleased to present a guest post from Bob Thompson. This post was originally published on April 18, 2007 at www.hookedoncustomers.com.In my last blog, Why I Hate Sales Reps, I said my pet peeves were reps who don’t listen, don’t care about my problem,...
by Annette Franz | Sep 27, 2013 | customer experience, customer service, retail, sales, small business
Why do you frequent small businesses? Why do you shop local?Last month, the team at Software Advice published the findings of a six-month long research study, The Great Retail Experience Race: Local vs. National, in an article titled, “Small Businesses Lose Big...
by Annette Franz | Oct 9, 2012 | customer experience, leadership, marketing, sales
Have you ever watched The Great Food Truck Race, which is a food truck competition hosted by Tyler Florence on Food Network? If not, you’ve missed a great competition and some excellent customer experience lessons. Fear not! I’m here to summarize those...
