by Annette Franz | Feb 10, 2021 | culture, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. I often receive requests to train employees on how to deliver a great customer experience. Awesome. I love where they’re headed...
by Annette Franz | Nov 29, 2012 | accountability, culture, customer experience, employee experience, leadership, transparency, trust
I’ve blogged about trust several times in the past. In those posts, I attributed things like integrity, consistency, honesty, and predictability to trust and as drivers of trust. I’ve also blogged about transparency. But I’ve never written about the...
by Annette Franz | Aug 11, 2015 | customer experience, customer experience design
In the world of customer experience, what’s the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The...
by Annette Franz | May 21, 2013 | customer experience, leadership, process improvement, travel
I originally wrote today’s post as a guest post for I Want It Now on March 18, 2013. TSA recently announced that it was changing some of its carry-on restrictions next month; in addition to certain types of knives, they will allow passengers to bring golf...
by Annette Franz | Sep 30, 2020 | culture, customer experience, customer-centric, customer-centric culture, employee experience, Uncategorized
I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020. Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the...
