by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
by Annette Franz | Jul 21, 2021 | business outcomes, change, change management, customer experience, desired outcomes, outcomes, Uncategorized
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs,...
by Annette Franz | Nov 25, 2020 | business, business outcomes, change, change management, project management, risk, risk assessment, risk management, Uncategorized
Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot...
by Annette Franz | Aug 26, 2020 | business, business outcomes, corporate social responsibility, customer experience, employee experience, purpose, shareholder, stakeholder, Uncategorized
Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today. Last...
by Annette Franz | May 22, 2019 | business outcomes, customer experience, employee experience, outcomes
Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the...
by Annette Franz | Mar 28, 2018 | business outcomes, customer experience, desired outcomes, employee experience, metrics, success, success metrics
Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it’s important to be able to track progress and measure success. In order to do that, you must first outline...
