by Annette Franz | Jun 7, 2017 | CCO, chief customer officer, customer experience, CXO
Image courtesy of GMC SoftwareDo you need one? A customer experience leader, that is.There’s an alphabet soup of letters thrown together to title the customer experience leader role, whether it’s CCO, CXO, CCXO, etc. They all lead to the same definition:...
by Annette Franz | Sep 20, 2016 | CCO, customer experience, governance, guiding principles, journey map, leadership, silos
Image courtesy of PixabayIs your organization suffering from silo-itis?If you answered that question with a “yes,” you’re absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos – and...
by Annette Franz | Sep 10, 2013 | acquisition, CCO, chief customer officer, customer experience, customer retention, customer service, digital, social media
What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can’t even keep the customers they have because their products, services, and experience stink?I don’t know (OK, I do know), but I think Pizza Hut UK is...
