by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
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 | Oct 18, 2017 | brand promise, communication, customer experience, employee experience, personas, training, understanding, values, vision
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It was published on their blog on April 24, 2017. When you think of the phrase “inside out” relative to the customer experience, you probably cringe. This is not a...
by Annette Franz | Jul 11, 2017 | brand promise, customer-centric culture, CX vision, employee experience, guiding principles, leadership, purpose, values, vision
Image courtesy of PixabayDo you know the difference? There’s a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. You need a mission statement, vision...
by Annette Franz | Apr 5, 2017 | brand promise, customer experience, employee experience, empower employees, executives, leadership, vision, voice of customer
I originally wrote today’s post for Clicktools. It was published on their blog on June 7, 2016. I’ve made slight modifications. Are you following the 10 Commandments of Customer Experience? Or is it time for a confession? In May 2016, I spoke at...
by Annette Franz | May 27, 2015 | brand promise, coaching, customer experience, employee experience, journey map, leadership, training, values, vision
Image courtesy of PixabayHow do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same...
