One of my proudest accomplishments of 2019 (or ever) is writing and publishing my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). It was something I’d been wanting to do for years. I started writing it several times over the years, but I’m happy I didn’t go with those other versions. I believe this is the book I was meant to write. You can find it on Amazon in both paperback and Kindle formats.
Customer understanding is the cornerstone of customer-centricity. Without it, you cannot put the customer into everything you do. Without it, you’re simply doing what you think is best for the business.
I’m honored that the customer experience community (and beyond) has embraced the book, and several people have invited me to be on their podcasts to talk about the book. I appreciate their help in getting the word out and letting me tell the story behind the book.
In a recent post, I wrote about the book’s key takeaways. To learn more about me, the book, and what I hope changes as a result of the book, listen and/or read the interviews listed below.
- Customer Understanding and the Link Between Employee Experience and Customer Experience (Amazing Business Radio/Shep Hyken)
- Experience THIS! Show Episode 72 (Dan Gingiss and Joey Coleman)
- You Can’t Transform Something You Don’t Understand (Adrian Swinscoe)
- Customer Understanding – Book Review (Michael Bartlett)
- Why So Many Companies are Failing to Put the Customer in Their Customer Experience Strategies (MyCustomer)
- The CX Leader Podcast (Walker Information)
- Crack the Customer Code (Jeannie Walters/Adam Toporek)
I appreciate the feedback about the book so far, as well! Here are just a couple of the comments, reviews, and testimonials I’ve seen.
I strongly recommend to read the book. It describes several principles/processes which you can reuse in your company. They are really concrete and useful. -Gregorio Uglioni (via LinkedIn)
The most actionable book I read in 2019. -Michael Bartlett (via LinkedIn)
I just wanted to reach out to you and thank you for your truly information and inspiring book. The thorough explanations on creating customer journey mapping workshops are a valuable resource to me. In fact, the whole book is a valuable resource. -Joanna Carr (via LinkedIn)
Customer Understanding is the succinct, usable culmination of Annette’s years of research, work, engagement and application of the principles you’ll discover in her new book. Whether you are a seasoned CX professional in need of an inspirational refresher or new to the CX world and need the definitive primer to launch your career, you will not be disappointed. Annette has given us her best with Customer Understanding! -Steven Carleton (via Amazon)
I hope you’ll take a moment to check out Customer Understanding. I thank you in advance for doing the good work that you do – and for considering the book!
Annette Franz is an internationally recognized customer experience thought leader, coach, keynote speaker, and author. She recently published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); it’s available on Amazon in both paperback and Kindle formats. Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game.
