by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
by Annette Franz | Sep 4, 2019 | customer experience lifecycle, customer journey, journey map, journey mapping, moment of truth, service blueprint, touchpoint mapping, touchpoints
Today’s post in an excerpt from my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The book is available on Amazon as of this morning! Transforming the customer...
by Annette Franz | Aug 18, 2016 | customer experience, innovation, touchpoints
Image courtesy of UnsplashToday I’m pleased to share a guest post by Stamos Kanellakis.In the late 20th century, marketers began to make products and services available through digital channels. Today, product portfolios have morphed into feature-rich apps....
by Annette Franz | Oct 1, 2015 | customer experience, employee experience, journey map, touchpoints
Image courtesy of PixabayToday’s post is a modified version of a post I originally published on Touchpoint Dashboard’s blog on April 15, 2015.Yogi Berra once said, “If you don’t know where you are going, you’ll end up someplace else.”This is...
by Annette Franz | Aug 18, 2015 | customer experience, cxjourney, moment of truth, touchpoints
Image courtesy of PixabayDo you know the moments of truth for various tasks customers attempt to achieve with your organization?Before you can know or identify your moments of truth, you must first know what that means.So, like I usually like to do, I’ll start...
by Annette Franz | Apr 4, 2014 | customer experience, customer experience journey, journey map, personas, touchpoints
Image courtesy of PixabayDo you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?I did several workshops this week on personas and journey mapping. The two are intimately...
