Annette Franz

Design the Experience from the Customer Viewpoint

I'm going to ask you a really tough question about customer experience design. It's a challenging one, and some of you might get it...

Employee Passion Drives Results

I've been recording episodes of Undercover Boss, and over the weekend I was able to catch up on a few of them. I won't...

It’s Time to Focus on Employee Experience

If we're going to make a dent in this thing called "customer experience," we really need to start with, and focus on, the...

Proactive vs. No-Active

A few weeks ago, I wrote a blog asking if proactive service was still a moment of truth. Today, I'll answer that question with...

Customer Experience is More Than Just Customer Service

I was recently engaged in a job search in the VOC and CX space. Among other tools, I used Google Alerts and Simply Hired...

Feedback is the Breakfast of Champions

"Feedback is the breakfast of champions" is a quote often credited to Ken Blanchard, who is an author, speaker, management expert, and business consultant....

Tips to Help You Close the Loop with Your Customers

Your VOC initiative is about to get underway. You'll be collecting feedback from your customers, partners, employees, vendors, etc. (I'll collectively refer to them as "customers"...

A New Friendly Neighborhood Grocery Store?

It's so easy to write about customer experiences gone wrong. I've done that several times now, and I feel bad that I never have...

7 Steps to Brand Insistence

Many years ago, I worked for a market research firm that did a lot of brand research. In our brand studies, we asked respondents...

Is Proactive Customer Service Still a Moment of Truth?

I met with a client last week who mentioned that he's figuring out the best way to implement a proactive service solution for his...

The Lost Art of Thank You Notes

Is writing thank you cards or notes a lost art? Does anyone still do that? Silent gratitude isn't much use to anyone. ~G.B. Stern My...

The Experience Speaks Louder Than Words

Earlier this week, I had the opportunity to experience the "new United."  I realize United has put forth great efforts to communicate to customers...

Things That Make You Go, “Hmmm…”

I received the following story in an email a couple weeks ago, and it had me asking several questions, not the least of which...

Change You Can Believe In?

It occurred to me the other day, as I was watching the GOP primary results come in, that there is a connection between politics...

Do You Have an Undercover Boss?

This past Friday evening, I watched Undercover Boss for the first time. I'd read about the show and about some of the "cases," but...

Strike 3 – You’re Out!

I was shopping at a Ralph's (a grocery store in the Kroger family) last Saturday. As I was waiting in the checkout line, the...

Using NPS to Segment Customers

I would be remiss to not include Net Promoter Score (NPS) in my series on ways to segment your customers in order to deliver...

The Good, The Bad, and The Ugly of Service Recovery

If you're a fellow Cox Communications customer, you'll be very familiar with this story; if you're not, read along for lessons to be learned. Cox...

The ABCs of CX

Wordle word cloud of the CX Journey blog Today I'm writing a fun, whimsical post that takes an A to Z look at customer experience....

All Customers Are Not Created Equal

On Tuesday, I took a look at the Apostle Model, which segments customers by their ratings to two survey questions: overall satisfaction and likelihood...

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