Annette Franz
On the eve (sort of) of the biggest day of the year for the advertising industry (for commercials, anyway... love those Super Bowl commercials), I’d like to share some thoughts about the common...
Annette Franz
As you think about the customer experience, which impression has the most effect: the first one or the last one? Which one is the lasting impression?
Let’s think for a moment about the customer...
Annette Franz
I wrote about technology and the customer experience a couple times last year. After all, that’s what self-service is all about: technology, such as ATMs, online flight check-in, self-checkout...
Annette Franz
Probably the most important component of listening to the voice of the customer is acting on what you hear. To do that, we must first optimize how we are listening. What do I mean?
When we ask...
Annette Franz
A couple weeks ago, SDL shared a post that included 25 facts about customer experience, including a variation of this one published by Havas Media: Most people worldwide wouldn’t care if more than...
Annette Franz
If you’re new to designing and implementing a voice of the customer (VoC) program, you’re probably scratching your head and wondering where to begin. There are a lot of components to consider as...
Annette Franz
What’s the difference between a customer experience life-cycle map and a customer journey map?
I thought it was worthwhile to clarify because the difference is in the details—literally.
The...
Annette Franz
I recently read an article about a new dress code being imposed on Walmart employees (effective later this month). The purpose of the new dress code is to help customers more easily identify...
Annette Franz
When a colleague asks you why you do things a certain way, do you find yourself responding, “I don't know. Because we’ve always done it that way?” Many years ago, I worked for a couple companies...
Annette Franz
After my recent column, “19 Signs Customers Are Just Not That Into You,” which sounded an awful lot like the romantic comedy, He’s Just Not That Into You, I was inspired to write this piece by...
