by Annette Franz | Feb 5, 2019 | journey map, journey mapping, storytelling
Image courtesy of PixabayI originally wrote today’s post for Story of Business. It appeared on their blog on August 3, 2018. Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the...
by Annette Franz | Aug 15, 2018 | customer experience, employee experience, journey map, journey mapping, storytelling
Image courtesy of PixabayDo you know the power of storytelling? And do you use it in your customer experience transformation efforts? Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told...
by Annette Franz | Oct 3, 2017 | culture, culture change, customer experience, leadership, storytelling
Image courtesy of PixabayHave you used storytelling in your customer experience management journey?The art of storytelling is an important one in the customer experience world. Storytelling is a great communication tool and an awesome teaching tool, as I wrote about...
by Annette Franz | Feb 18, 2016 | customer experience, insights, leadership, storytelling
Image courtesy of AmazonToday I’m pleased to share a guest post by Paul Laughlin. Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase “narrative leadership.” So was born...
by Annette Franz | Jun 12, 2015 | anticipatory experience, customer experience, customer experience design, personas, storytelling, training
Every customer has a backstory. Do you listen for it? Let’s start with defining the term first, as I often do. What is a backstory? Dictionary.com says that it’s: a narrative providing a history or background context, while TheFreeDictionary.com states...
by Annette Franz | May 12, 2015 | customer experience, data, storytelling, tools, voice of customer
I originally wrote today’s post for Intradiem. It appeared on their blog on November 20, 2014. What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into...
