by Annette Franz | Jan 5, 2022 | metrics, Uncategorized, user experience, user reserach
I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020. User experience and customer experience are cut from the same stone but have clear differences, not the least of which: who and what UX focuses on and how...
by Annette Franz | Dec 15, 2021 | customer experience, Uncategorized, user experience, user reserach
I originally wrote today’s post for GetFeedback. It appeared on their site in late 2020. User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a product, whereas customer experience focuses on...
by Annette Franz | Jul 14, 2021 | brand expectations, brand experience, candidate experience, customer expectations, customer experience, employee expectations, employee experience, guest experience, human experience, member experience, partner experience, Uncategorized, user experience
A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. I wrote: Expectations – Performance =...
by Annette Franz | Mar 10, 2021 | customer experience, product design, product experience, teamwork, Uncategorized, user experience
I originally wrote today’s post for GetFeedback. It appeared on their site on July 19, 2020. Designing and delivering a cohesive end-to-end customer experience is important for brands to do. To make this happen, your entire organization must be integrated and aligned...
by Annette Franz | Apr 15, 2020 | customer experience, customer experience design, customer feedback, data, employee experience, journey map, Uncategorized, user experience
I’m pleased to share another guest post by Lexie Lu of Design Roast. Keeping a positive customer experience (CX) in the middle of the COVID-19 pandemic may require thinking outside the box a bit. Fear and worry drive many people during difficult times. No matter...
by Annette Franz | Feb 12, 2020 | customer experience, Uncategorized, user experience
Today I’m pleased to share another guest post by Lexie Lu of Design Roast. At its core, user experience (UX) design is about what makes people tick. Why does a site visitor prefer one design over another — and how do you keep people engaged so they don’t...
