by Annette Franz | Oct 6, 2021 | alignment, decision making, leadership, priorities, tools, Uncategorized
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also mentioned a couple of other post in which I talked about prioritization methods and criteria: Prioritizing Your #CX Improvement...
by Annette Franz | Aug 18, 2021 | alignment, change, change management, leadership, Uncategorized
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not...
by Annette Franz | Aug 11, 2021 | alignment, culture, customer experience, leadership, Uncategorized
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: In business and especially in our customer experience work, we seek alignment – from both executives and employees. Executives...
by Annette Franz | Jun 23, 2021 | alignment, commitment, decision making, leadership, Uncategorized
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately,...
by Annette Franz | May 19, 2020 | alignment, brand promise, commitment, customer experience, CX strategy, employee experience, journey map, journey mapping, strategy, Uncategorized
This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...
by Annette Franz | Apr 1, 2020 | alignment, customer experience, employee experience, employee ownership, Uncategorized
Today I’m pleased to share a guest post by my good friend, Shep Hyken, who needs no introduction! Many people ask me what the secret to happy customers is. The answer? Well, it’s not really a secret, but I’ll tell you anyway. The secret to happy customers is...
