by Annette Franz | Nov 4, 2020 | core values, customer experience, customer-centric, customer-centric culture, employee experience, leadership, servant leadership, Uncategorized
I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about...
by Annette Franz | Feb 5, 2020 | culture, customer experience, customer-centric culture, employee experience, ROI, Uncategorized
I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019. What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at...
by Annette Franz | Oct 2, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, people-centric, Uncategorized
My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...
by Annette Franz | Mar 1, 2017 | culture, customer experience, customer-centric culture, employee experience, transformation
Image courtesy of dkaloHow do you know if the work you’re doing to transform your company’s culture is effective and is making an impact?Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case...
by Annette Franz | Dec 27, 2013 | culture, customer experience, customer experience journey, customer-centric culture, employee experience, leadership
Image courtesy of rachaelvoorheesI originally wrote today’s post on July 2, 2013, for Entrepreneurs Questions.When I think about customer-centric cultures, companies like Zappos, Southwest, and Ritz-Carlton come to mind.Herb Kelleher, former CEO of Southwest...
