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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

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