In this week's episode, Anna chats with Fran, client experience specialist, about all things customer experience. Fran, founder of And So the Journey Begins, shares her knowledge on what customer experience is, setting customer expectations, making the experience personal, turning customers into repeat customers and much more. Episode Description: What do we mean by customer experience? (1:35) How can we set customer expectations? (6:56) How can we make the experience more personal? (21:38) The importance of repeat customers (28:38) Post-sale customer contact (33:31) Where can we find Fran on the web? (41:15) Resources: Learn more about Jewellers Academy Watch this episode on YouTube Join the Jewellers Academy Facebook Group Fran on Instagram   Find Jewellers Academy on Instagram and Facebook