by Annette Franz | Jul 16, 2025 | culture, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
A customer-centric culture isn’t something you launch; it’s something you lead. It’s not a one-time initiative or a branding exercise. It’s an ongoing commitment that must be maintained through discipline, sustained through systems, and scaled through design. Many...
by Annette Franz | Jul 12, 2023 | culture, culture change, customer-centric, customer-centric culture, leadership, transformation, Uncategorized
I originally wrote this article for Forbes. It appeared on their site on April 26, 2023. Customer-centricity provides a competitive advantage for the business, both from an employee and a customer perspective. Who wouldn’t want to work for – or buy from – a company...
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...
