Content by Annette Franz
Customer Service or Lip Service?Set the bar high and deliver
Wed, 07/30/2014 - 16:59
In your company is “customer focus” just a poster on the wall, or is it a way of doing business?
How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, and…Time to Kill a Customer Experience Snake Snakes! Why did it have to be snakes?!
Tue, 07/15/2014 - 17:00
I was recently reminded of that famous quote by Indiana Jones from Raiders of the Lost Ark. Recall that he absolutely hates snakes; they're not exactly my favorite creature, either. When I came across Jim Barksdale’s post, “Three Rules of Business…19 Signs Customers Are Just Not That Into YouIt’s not you. It’s me... seriously.
Tue, 06/24/2014 - 14:36
Have you ever wondered where all the customers have gone? Gosh, let’s hope not! But stick with me here. Is acquiring new customers becoming a challenge?
I thought I’d have a little fun—along with a lot of seriousness—and list some signs that you…Does It Pay to Listen to the Voice of the Customer?You bet it does
Thu, 06/12/2014 - 15:00
That’s probably a silly question, but I don’t feel silly reminding anyone of the answer.
Last month, I took a different angle to this question and asked, “What’s the Cost of Listening to Customers?” In that column, I mentioned that if we don’t…What’s the Cost of Listening to Customers?What’s the cost not to?
Thu, 05/15/2014 - 00:00
Someone asked me recently about the percentage of revenue that customer-focused companies spend on their voice of the customer (VOC) initiatives. Although they wanted some guidance on what to spend on a VOC solution, I thought it was a fair…The Five Agreements of Customer ExperienceHow to create satisfaction for both customers and employees
Tue, 05/06/2014 - 17:50
Ihave been traveling a bit lately and, as a result, have had the chance to catch up on some long-overdue reading. The book I just finished is The Four Agreements (Amber-Allen Publishing, 2011 reprint) by Don Miguel Ruiz, a shaman who writes about…Do You Know Who Your Customers Are?Before you start the trek to find out, get a map
Mon, 04/21/2014 - 10:41
Do 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…Why Bother Giving Great Service?Eight answers to an obvious question
Thu, 03/20/2014 - 15:50
Can you believe this is a question that some people still ask? I can’t. But at least it gives me an opportunity to help convey the message about delivering great service and, ultimately, a great overall experience.
A couple weeks ago, I picked up…Journeys, Not TouchpointsA tool to help break down organizational silos and change the corporate mindset
Tue, 03/04/2014 - 15:50
I named my blog CX Journey for a reason: to convey that the customer experience is just that, a journey.
What does that mean? It means that, although it’s important to look at the individual touchpoints, moments of truth, interactions, and…Actions Really Do Speak Louder Than WordsDon’t tell me. Show me.
Wed, 01/22/2014 - 12:51
It was Mark Twain who said, “Action speaks louder than words but not nearly as often.” This has become my favorite saying, both with regards to customer experience and to life in general.
I’ve used this quote recently with my kids, and it's an…