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...
by Annette Franz | Feb 14, 2018 | alignment, change, culture, customer experience, customer experience journey, customer-centric culture, employee experience, leadership
Image courtesy of PixabayDo you feel like you’re not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?You started years (not months – it’s a journey – it takes time!) ago, but you...
by Annette Franz | Nov 1, 2017 | alignment, culture, culture change, guiding principles, leadership, mission, values, vision
Image courtesy of Pixabay Culture is best defined as “values plus behavior” and is often described as “how employees act when no one is looking.” Culture is such an important part of your business. It’s really the foundation of the...
by Annette Franz | Sep 4, 2014 | alignment, culture, customer experience, customer-centric culture, employee experience
Image courtesy of PixabayI originally wrote today’s post for InsideCXM, where it was published on April 2, 2014. I have modified the post slightly since then. Do your employees have a clear line of sight to your customers?First, what does “line of...
