BUILT TO WIN
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Customer-centric companies put the customer at the center of all they do; they ensure that they make no decisions without first thinking of the customer and the impact that decision has on the customer. The customer is infused into everything they do.
Annette Franz refers to this as putting the “customer” in customer experience, which means that companies are taking the time to understand their customers and then using that understanding to design a better experience for them. Too often, companies believe they know what’s best for the customer and design an experience based on inside-out thinking, only to end up with customer frustration and dissatisfaction. Why? Because they really haven’t put the customer into the experience (design) at all.
But what does it take to ensure that the entire company adopts this mindset, this culture? In Built to Win, learn about the ten critical principles that form the foundation for building such a culture. Build the business with these principles in mind, and you will build to win. Win for the customer, win for the business.
BOOK RECOGNITION
VOZIQ AI: 5 Customer Experience Books You Must Read in 2022
Nextiva: Top 11 Customer Experience Books You Must Read in 2022
Shep Hyken/Forbes: Top Ten Business Books for 2022
Mark Levy: DCX Top Customer Experience Books of 2022
Qualtrics: 10 Essential Reads for CX Leaders in 2023
Lioness Magazine: Book of the Week – Built to Win
CX Network: 10 Books to Win on Customer Loyalty
Medallia: Best Customer Experience Books to Read in 2023
Customer Experience Magazine (CXM): Top CX Books That You Must Check Out
Milan Batinich II: Book Recommendations and Favorites
CX Unraveled: Five Summer Must-Reads
Martech Vibe: What’s New On The CX Book Shelf?
INTERVIEWS ABOUT THE BOOK
Interviews/Articles
Russel Lolacher: Built to Win – What It Takes To Be a Customer-Centric Organization
Bill Quiseng: Built to Win – Values Create Value
Shep Hyken: Built to Win – The Bottleneck is Always at the Top of the Bottle
Shep Hyken via Forbes: Ten Principles to Create a Customer-Centric Company
Dave Seaton: Designing a Customer-Centric Culture – Interview with Annette Franz
Podcasts
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
Getting to Aha! with Darshan Mehta: The True Meaning of Customer Centricity with Annette Franz
Customers First Podcast: The Building Blocks of a Customer Experience Strategy
CX Podden: Driving Customer Centricity: Navigating the CX Landscape with Annette Franz
GigCX Decoded: Designing a Customer-Centric Culture in a Gig Crowd, with Annette Franz
Practical AI – The Capacity for Good: AI in Action: Building a Customer-Centric Organization with Annette Franz
Getting to Aha! with Darshan Mehta: [Greatest Hits] The True Meaning of Customer Centricity with Annette Franz
The Business of Customer Love: Designing a World Class Customer-Centric Culture That Wins More Loyal Advocates
J.D. Power: How to Cultivate a Customer-Driven Foundation
Time Doctor: Maintaining Company Culture: Strategies for Success in a Changing Economy