Content by Annette Franz

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What Is the Third Rail of Customer Experience?
Annette Franz
For those of you who have never heard the phrase “The third rail,” here are a couple of definitions to get you started. The Urban Dictionary defines it as: “A dangerous area of discussion, a point...
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What Trumps a Great Customer Experience?
Annette Franz
A few weeks ago, I wrote a guest post for Jeannie Walters of 360Connext titled “A Great Customer Experience Trumps....” At the end I posed the question: “What trumps a great customer experience?...
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A Customer Experience Carol
Annette Franz
I love all of the holiday classics (stories and movies), especially those that make us pause for a moment to reflect not only on who we are but also on who we want to become. This holds true both...
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‘Sucking Less’ Is Not a Customer Experience Strategy
Annette Franz
I was part of a panel that participated in a Google Hangout on Air hosted by Fonolo a couple weeks ago. During the Hangout, the panel discussed a few stats on—and trends affecting—customer...
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The Problem With Inside-Out Thinking
Annette Franz
In March 2013, the Transportation Security Administration (TSA) announced it was changing some of its carry-on restrictions; in addition to certain types of knives, TSA decided to allow passengers...