It was a busy year of interviews and podcasts to spread the word about my new book, Built to Win: Designing a Customer-Centric Culture That Drives Value For Your Business. I wrote this book mostly for company executives and leaders (including Board members – yes, culture must be important to your Board!), but it’s also for others who want to help executives and leaders understand what being customer-centric means, why it’s important, and how to build the business case for building a winning organization where the customer is at the heart of all you do. The point is to help the reader be inspired to act, to think different(ly), and to want to build a customer-centric organization that drives value for all constituents, not the least of which is the business itself.
Even though I list the podcasts on the book’s page on this site, if that’s not what you originally came to my site looking for, you might have missed them. I’m grateful to the podcast hosts and am thrilled to share our conversations here. Guaranteed that you’ll get a few solid nuggets out of each conversation!
Fitness + Technology podcast with Bryan O’Rourke: Understanding Customer Experience With Annette Franz
The Art of Customer Service podcast: How to Build a Customer-Centric Culture
Fireside Chats Without the Fires podcast: Built To Win, with Annette Franz
MarketCulture: Built to Win Book Launch Live Webinar with Annette Franz
Crack the Customer Code podcast: Annette Franz, Built to Win
All Things Considered CX with Bob Azman: Annette Franz, author, Built to Win
Amazing Business Radio with Shep Hyken: 10 Principles of Customer-Centricity – How Winning Organizations are Built
Relationships at Work: Building a People-First Culture at Work
SIMPLE Brand with Matt Lyles: Annette Franz – Built to Win: Designing a Customer-Centric Culture
Experience This! podcast with Dan Gingiss and Joey Coleman: Episode 158
Press 1 for Nick: Annette Franz, Author of Built to Win [Culture]
BOOST: Episode #2: EX Excellence
All About the Customer: How to Build a Company Culture That Puts the Customer at the Heart of Everything
LinkedIn Live (Rajat Chawla): Live with Annette
CX Pulse by NICE: Key Principles to Form a Customer-Centric Organization
Flip the Switch (EngageMint): How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz
BestBookBits: Built to Win | Designing a Customer-Centric Culture | Annette Franz Interview
Focus on CX: Annette Franz Talks About Customer Experience (audio only or video)
Women in CX: Beyond Customer Journey Mapping: Effective CX Design
Cyber Security Matters: Customer Experience vs Customer Service (w/ Annette Franz, Founder and CEO of CX Journey Inc.)
Practically Genius: Culture and Getting the Customer Experience Right
StartupCX: Ep. 7 Talking CX with Annette Franz
Digitally Irresistible: Ep. 53 4 Steps to Improve the Customer Experience From the Inside Out
Verint: Verint Book Club Chat with Annette Franz
THE CX GOALKEEPER: Built to Win with Annette Franz – E87
RingCentral CX Book Club: Built to Win – A Customer-Centric Culture Starts With Your Employees
Sinch / CX Education Podcast: How a positive company culture helps improve customer experience
Spamming Zero: Episode 13: What The Heck Are You Doing If You Don’t Have An EX Strategy?
DoingCXRight: Building A Winning Customer-Centric Organization The Right Way
The Only One Business Show: S4e9 The People Before Profits Edition with Annette Franz
MasterClass CX: Customer Journey Mapping & Customer-Centric Mindset
Conversations That Matter: Developing A Customer-Centric Company – Annette Franz
Origins & Journeys: Origins & Journeys – Ep6 – with Annette Franz
Humans of CX: Customer Understanding: The Cornerstone of a Customer-Centric Organization with Annette Franz
The Contact Center Coach: Interview with Annette Franz
To close this one out, I’ll share one of my favorite quotes from the book:
Faced with the choice between changing one’s mind and proving that there is no need to do so, almost everyone gets busy on the proof. ~ John Kenneth Galbraith, Professor of Economics, Harvard University
Annette Franz is an internationally recognized customer experience thought leader, coach, speaker, and author. In 2019, she 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. In 2022, she published her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), which is now available to purchase on Amazon, Books A Million!, Target, Barnes & Noble, and thousands of other outlets around the world! Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game.
